Thank you for your interest in our company! To apply, click on the button above. You will be required to create an account (or sign in with an existing account). Your account will provide you access to your application information. You may review, modify, or update your information by visiting and logging into your account.
JOB FUNCTION / SUMMARY:
Functions as the Customer Service Manager ensuring a solid operational foundation; builds relationships with customers while performing financial transactions including paying, receiving, and cash control duties; seeks to uncover financial needs, minimize loss, reduce risk, and deliver accurate and superior customer service by performing the following duties.
ESSENTIAL DUTIES & RESPONSIBILITIES:
Serves as the Customer Service Manager which involves conducting morning huddles and weekly staff meetings
Models leadership effectiveness by sharing best practices and recognition of team members on a weekly basis
Completes Staffing & Scheduling coordination and duty assignments to ensure efficient operation of the branch
Offers guidance, leadership, and coaching to Teller staff reinforcing policy and procedure
Assist with branch morning and evening duties to include opening and closing the vault, working and locking the Night Depository, setting up the Teller station with supplies and cash, and balancing the Teller window/branch
Oversees the branch Risk Management Review process and ensures dual control procedures are followed
Utilizes Cash Forecasting tool to control supply of money on hand to meet branch need and legal requirements
Promotes and processes deposits, withdrawals, check cashing requests, credit card advances, money orders, travelers checks, and other forms of negotiable items
Monitors and manages operational loss within a branch to include granting staff supervisory override for transactions, ensuring proper hold placement for loss mitigation, and outage resolution
Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Dispense and Recycler Machines, Currency Counter s and Coin Sorters to provide branch services
Observes, Coaches, and Models sales and service behavior for Teller associates and assesses performance daily
Promotes branch professionalism and the Standards of Excellence
Demonstrates highest quality of customer service to include greeting customer, using their names, making eye contact, smiling, thanking for business, and offering another product or service
Images proof work through branch capture machine to include reviewing work and making corrections
Compiles required and special reports as requested
Performs research and problem-resolution for customers as issues arise
Coordinates branch and staff Business Continuity planning and execution
Other duties and special projects as assigned by Senior Management
Incumbent is required to comply with all applicable federal, state, and local banking and industry related laws and regulations including but not limited to the Bank Secrecy Act.
Manages employees on the Teller Line; Is responsible for the overall direction, coordination and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
MINIMUM REQUIRED EDUCATION & EXPERIENCE:
College Degree or equivalent experience
Minimum of 3 to 5 years of cash handling and customer service experience
Previous management experience preferred
This position requires registration with the National Mortgage Licensing System and Registry (NMLS).
Banking office operations and functions.
Planning, administration and overall direction of staff.
ESSENTIAL MENTAL & PHYSICAL REQUIRMENTS:
Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.
Hancock Holding Company