Service Manager I

The Service Manager I (SM) is an enthusiastic, highly motivated self-starter with a strong work ethic who is responsible for ensuring the banking center teller operation objectives are executed. The SM will participate in creating local strategies focused on maximizing exceptional accurate customer service and productivity. The SM leads by example, acts as a coach who motivates and develops their team to achieve their full potential. The ST must possess the ability to make decisions and use independent sound judgement according to teller policies and procedures.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary. In addition, incumbent may be required to rotate between banking centers, as needed.

• Provides a welcoming environment and communicates professionally and effectively with customers and other members of the team
• Displays passion for serving others and consistently executes exceptional quality service
• Applies strong critical thinking and problem-solving skills to resolve and or identify financial solutions for new and existing customers
• Manages all banking center teller operations, including but not limited to related teller audit, compliance, risk, sales, referrals and service
• Manages the hiring, daily activities, coaching, evaluating and counseling of reporting staff
• Manages the banking center's cash orders and maintains limits, authorizes payments of checks, conducts teller observations, large item reviews, Reg CC holds reviews, prepares teller schedules, ensures dual controls, conducts surprise cash audits, Savings Bonds redemptions, prepares EOM teller reports, etc.
• Performs routine bank paying and receiving teller tasks, including making deposits, withdrawals, transfers, receiving loan payments, cashing checks, verifying endorsements, placing Reg CC holds, cash advances, etc.
• Maintain and balance the cash drawer by accounting for cash assigned, received and disbursed
• Actively contributes to help meet the banking center's goals, as well as individual sales and referral goals by cross-selling and referring the bank's products and services
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel
• Performs other related duties as required and assigned

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma or GED
• Bachelor's degree in business, marketing or related field, preferred
• An equivalent amount of experience in sales, marketing or operations may substitute the degree preference
• (5) years of teller experience or (3) years of teller experience at Lone Star National Bank
• Prior management experience
• Equivalent leadership role experience may be substituted for management requirement
• Has the ability to learn and adapt to new information and technology platforms
• Proficient in using personal computers, Microsoft Word, Excel and Outlook
• Bilingual in English and Spanish, required
• Must be able to work flexible hours as scheduled Monday through Friday, and Saturday rotation (hours will fluctuate as business needs dictate)

ORGANIZATION

• This position reports to the Banking Center Manager
• This position oversees the Tellers

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank's Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.

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