Customer Service Supervisor

2 weeks ago


Bethlehem Pennsylvania, United States Penn Community Bank Full time
Overview:
Perform all activities required to service customers and manages the CSR staff.

Responsibilities:
The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

Supervise and coach CSR staff and ensure compliance with Bank policies and procedures

Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.

Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.

Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.

Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending

Open personal and business accounts adhering to all Bank policies and procedures when opening accounts.

Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns

Organize work to facilitate a timely and accurate balancing of transactions at the end of the day.

Provide outstanding customer service while exhibiting a professional demeanor at all times.

Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system.

Responsible for operations and compliance items such as CTR’s, cash audits, cash box difference monitoring and offline balancing.

Conduct wire transfers and supervisor overrides as needed following the proper procedures

Perform related duties as required.

 

Qualifications:
Education and Experience

High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred

Minimum 2 years’ banking experience or relevant work experience

Skills and Competencies

Knowledge of Bank products and services

Excellent customer service skills

Ability to interact well with Team members and customers

Supervisory and coaching skills

Strong attention to details and accuracy

Basic computer skills

Ability to multi-task and remain organized

NMLS preferred

Ability to use sound judgment when making decisions on behalf of the Bank

 

 



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