Customer Service Supervisor

Customer Service Supervisor

Department/Location: Customer Service / Dt Lacey

Employee Reports to: Branch Operations Manager

FLSA: Hourly; Non-Exempt position

Status: Full-Time 76-80 Hours

Rate of Pay: Grade 14 / $19.89 to $29.25 an hour

Summary/Objective: The Customer Service Supervisor may act in the capacity of the Branch Operations Manager to include (but not limited to) the following duties: staff scheduling, transaction approvals within assigned limits, staff training, and promoting customer service excellence.  The Customer Service Supervisor will assist the Branch Operations Manager with oversight of the customer service functions of the branch and help ensure efficient and timely completion of branch tasks.  The Customer Service Supervisor must exercise independent, sound judgement and be able to act with little to no supervision.

Essential Job Functions:

• Act in the capacity of the Branch Operations Manager: provide transaction approvals, remaining within assigned limits. 
• Assist the BOM in overseeing the daily operations of the deposit side of the branch.
• In the absence of the BOM, schedule branch staff (to include breaks and lunches).
• In the absence of the BOM, provide training to branch staff.
• Assist the BOM with branch certifications.
• Mentor new tellers by reviewing daily work and customer service delivery.
• Assist the BOM in leading staff meetings.
• Coach tellers to build customer relationships by offering bank products and services.
• Assist the BOM with maintaining a friendly, professional, and business-like atmosphere within the branch.
• Assist in quickly resolving difficult customer service issues in a tactful, effective manner.
• Inspire team cohesiveness.
• Communicate regularly with the BOM regarding branch successes and challenges.
• Must pass the Entry, Intermediate, Senior and Universal Banker Assessments.
• Successfully complete all assigned training, including required annual compliance training, in a timely manner.
• Follow all bank policies and procedures.
• Multi-lingual capabilities to include Spanish are a plus.