Retail Services Supervisor

Duties and Responsibilities:

Performs one or more of the following functions:

• Proves competencies in bank operations by:

  • Completion of the RSS training Rotation as assigned by Consumer Bank Training in conjunction with Retail Operations.

  • Shows accuracy and balancing skills by maintaining a balancing rate of 90% for six consecutive months.

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

  • Complete STELLAR program as assigned by Employee Services

  • Complete Leadership Basics as scheduled by Consumer Bank training.

  • Supervising staff in the absence of branch management.

  • Training and mentoring new CSR's

  • Providing technical and operational assistance to CSR's.

• Demonstrates knowledge of Consumer Bank Customer Service Expectation & offer 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 prescribed operating policies and procedures are implemented and followed.

  • Coaching staff regarding the use of Customer Service Information Inquiry Computer Systems, Retail Customer Service Skills, Product Knowledge, 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 work 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)

• 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.

• Signs and approves checks for customer service representatives.

• 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.