Retail Services Supervisor (Head Teller)

Branch Hours:

Monday - Thursday 8:30 am - 5:00 pm

Friday 8:30 am - 6:00 pm

Function:

Operates a customer service window to provide customers with exceptional customer service on a variety of transactions, and either provides technical direction and training for other customer service representatives. Suggests solutions and options to customers and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner. Assumes responsibility for the efficient and effective operation of customer service activities.

Duties and Responsibilities:

• Proves competencies and operational excellence mindset in bank operations by:

  • Establishment of accuracy and balancing skills with maintaining a balancing rate of 85%

• Assists in the supervisory responsibility for the efficient and effective operation of the branch customer service function by performing the following duties:

  • Completes Bank's leadership (STELLAR) program as assigned by branch leadership in partnership with Employee Services Training and Development

  • Completes Leadership trainings as scheduled.

  • Supervises staff in collaboration with the Branch Manager

  • Oversees training, onboarding and mentoring new CSR's.

  • Provides technical and operational assistance to CSR's.

  • Provides oversight to properly execute operational policies/procedures for the front line.

• Demonstrates knowledge and successfully execute the consumer bank service standards and offers each customer exceptional customer service as outlined in the branch playbook and customer insight surveys.

• Assumes responsibility for the efficient and effective operation of customer service activities by:

  • Establishing schedules and ensuring that required operating policies and procedures are implemented and followed.

  • Coaching frontline sales team members regarding the use of computer systems, S&T service standards, and knowledge of S&T policies and procedures to protect customers and the bank from fraud and to successfully operate a customer service window.

  • Allocating branch tasks and assisting in training personnel.

  • Handling difficult problems and unusual tasks in a manner consistent with the bank's policies.

  • Having satisfactory annual Operation Assessment Review (OAR)

• Contributes to Branch goals and sales and service standards as outlined in branch playbook and detailed by Branch Management

  • Executes professional sales and service behaviors in alignment with Bank's Our Shared Future purpose, five values and core drivers.

  • Utilize the Sales & Service Opportunity tool to personally track customer(s) who you introduced to a banker.

• Maintains a positive relationship with bank customers and seeks to contribute to branch sales goals by consistently recommending S&T products and services.

• Ensures daily office settlement of all applicable retail operations, processes, and functions.

• Assists customer service representatives with proof and reconcilement problems.

• Oversees maintenance of vault cash levels, coin and currency shipments, and related responsibilities.

• Oversees branch reporting requirements, such as monthly tracking sheets and logs.

• Operates a customer service window most of the time.

• Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Performs additional duties as required.

Physical Demands

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education

Requires a high school diploma or equivalent, plus specialized training or a two-year degree.

Experience

Two to five years of general business experience, one to two years of supervisory experience preferred. Successful completion of the retail training program required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: