Customer Service Supervisor I Or II, Retail Banking (Riverside, CA)

Homestreet, Inc Riverside , CA 92501

Posted 2 months ago

EO/AA Employer including Vets and Disabled

Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements.

Job Description Summary

Customer Service Supervisor I

Serves in a leadership capacity to assist branch manager in motivating and supporting Customer Service Representative (CSR) staff to participation in branch sales efforts, exemplary customer service, and sound branch operations. In conjunction with Branch Manager: Responsible for scheduling, supervising and coaching Customer Service Representative (CSR) staff, managing paying, receiving and new account operations, and ensuring branch regulatory compliance. Models exemplary sales and service skills and coaches team to explore customer needs and sell appropriate bank products and services, including referrals to other business units. May provide remote approvals for overrides to other branch locations. Resolves customer issues. Actively interacts with internal support areas.

Customer Service Supervisor II

Serves in a leadership capacity to assist branch manager in motivating and supporting Customer Service Representative (CSR) staff to participation in branch sales efforts, exemplary customer service, and sound branch operations. Responsible for scheduling, supervising and coaching Customer Service Representative (CSR) staff, managing paying, receiving and new account operations, and ensuring branch regulatory compliance. Models exemplary sales and service skills and coaches team to explore customer needs and sell appropriate bank products and services, including referrals to other business units. Provides remote approvals for overrides to other branch locations. Resolves customer issues. Actively interacts with internal support areas.

Job Details

PRIMARY FUNCTIONS:

Customer Service Supervisor I

Leadership Activities

  • Works with Branch Manager to coach CSR staff for improved job performance, assists manager with performance reviews and develops individual performance goals.

  • Provides input on hiring and termination activities.

  • Positively recognizes staff for exceptional customer service, sales, and operations.

  • Actively engages staff to cultivate and encourage professional development.

  • Develops strong internal partnerships with support teams, marketing and other sales production areas.

  • Provides sales and service training targeted to branch needs and specific development goals of CSR staff.

  • Works with Branch Manager to set team goals and motivates staff to success.

  • Presents at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations.

Sales Activities

  • Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products. Actively initiates partner referrals when appropriate to client needs.

  • Works with branch manager to motivate and coach CSR staff to desired production levels.

  • Assists Branch Manager with sales programs to generate targeted branch deposit growth.

  • Works closely with Branch Manager on business customer prospecting / business development, including outside calling.

Branch Operations Activities

  • Schedules CSR staff to ensure appropriate lobby coverage.

  • Works with CSR staff to ensure effective lobby management and a positive customer experience.

  • Keeps CSR staff current with operational standards and procedures, performs and reviews internal audits, ensuring adherence to policies and procedures.

  • Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys, combinations, security signals and cash limits.

  • Determines rejects /returns in adherence with guidelines determined by Retail Leadership.

  • As needed, assists customers with paying and receiving activities and account servicing, always remaining vigilant to support of customer needs.

  • Ensures appropriate assignment of ATM servicing and cash vault duties, may assume these duties.

  • May provide remote approvals to CSR staff at other branch locations.

Service Activities

  • Consistently models exemplary customer service.

  • Coaches CSR staff to enhanced customer service levels.

  • Actively listens to clients and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility.

  • Partners with Branch Manager to perform customer retention activities.

  • Participates in a minimum of 2 community involvement activities per year.

  • Works with Branch Manager and Marketing team to determine sponsorship opportunities each year.

Customer Service Supervisor II

Leadership Activities

  • Coaches CSR staff for improved job performance, conducts performance reviews and develops individual performance goals. Works with manager on hiring and termination activities.

  • Positively recognizes staff for exceptional customer service, sales, and operations.

  • Actively engages staff to cultivate and encourage professional development.

  • Develops strong internal partnerships with support teams, marketing and other sales production areas.

  • Provides sales and service training targeted to branch needs and specific development goals of CSR staff.

  • Works with Branch Manager to set team goals and motivates staff to success.

  • Conducts staff meetings and offsite presentations such as Financial Literacy Training and Bank at Work presentations.

Sales Activities

  • Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products. Actively initiates partner referrals when appropriate to client needs.

  • Motivates and coaches CSR staff to desired production levels.

  • Actively leads CSR team in implementation of sales programs to generate targeted branch deposit growth.

  • Works closely with Branch Manager on business customer prospecting / business development, including outside calling.

Branch Operations Activities

  • Schedules CSR staff to ensure appropriate lobby coverage.

  • Works with CSR staff to ensure effective lobby management and a positive customer experience.

  • Keeps CSR staff current with operational standards and procedures, performs and reviews internal audits, ensuring adherence to policies and procedures.

  • Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys, combinations, security signals and cash limits.

  • Determines rejects /returns in adherence with guidelines determined by Retail Leadership. May coach and train Sr. CSR staff.

  • As needed, assists customers with paying and receiving activities and account servicing, always remaining vigilant to support of customer needs.

  • Ensures appropriate assignment of ATM servicing and cash vault duties, may assume these duties.

  • Provides remote approvals to CSR staff at other branch locations when needed.

Service Activities

  • Consistently models exemplary customer service.

  • Coaches CSR staff to enhanced customer service levels.

  • Actively listens to clients and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility.

  • Partners with Branch Manager to perform customer retention activities.

  • Participates in a minimum of 2 community involvement activities per year.

  • Works with Branch Manager and Marketing team to determine sponsorship opportunities each year.

QUALIFICATIONS:

Customer Service Supervisor I

  • Minimum of 5 years job experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to Bank or retail operations.

  • Professional staff development, performance management, training, and employee counseling skills are preferred.

  • Proven ability to lead and develop a team is preferred.

  • Proven history of negotiation and influencing skills. Proven sales techniques and sales management skills.

  • Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.

  • Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner.

  • Must be a self-starter, dependable, able to work within deadlines under pressure.

  • Must possess excellent judgment, and the ability to accept responsibility and handle confidential information.

  • Ability to work quickly and accurately, to analyze information and make decisions.

  • High school diploma or equivalent.

  • Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.

  • Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 1/2 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.

Customer Service Supervisor II

  • Minimum of 5 years job experience as a Senior CSR/New Accounts Representative/Personal Banker or equivalent and 2 years in a Customer Service Supervisor/Branch Assistant Manager role or equivalent, plus demonstrated leadership ability in a bank/branch operations environment.

  • Professional staff development, performance management, training, and employee counseling skills are required.

  • Proven ability to lead and develop a team.

  • Proven history of negotiation and influencing skills. Proven sales techniques and sales management skills.

  • Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.

  • Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner.

  • Must be a self-starter, dependable, able to work within deadlines under pressure.

  • Must possess excellent judgment, and the ability to accept responsibility and handle confidential information.

  • Ability to work quickly and accurately, to analyze information and make decisions.

  • High school diploma or equivalent.

  • Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.

  • Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 1/2 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.

This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position.

Area

Customer Service (Sales)

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon
lc_ad

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Crewmembers Cooks Cashiers And Customer Service Riverside Ca

Raising Cane's

Posted 5 days ago

VIEW JOBS 10/23/2021 12:00:00 AM 2022-01-21T00:00 Overview: Restaurant Crewmembers at Raising Cane's will wear many hats (including a Raising Cane's hat) while working hard and having fun as a critical part of the Restaurant team. A Restaurant Crewmember has the primary responsibility of providing a positive Customer experience, including ensuring all food orders are prepared to Raising Cane's standards and working in various areas of the Restaurant (Cashier, Front Counter, Dining Room, Kitchen, Food Prep, Grill and Drive-Thru, etc.). Ultimately, a Restaurant Crewmember is responsible for upholding Raising Cane's standards. We are looking to immediately hire talented Restaurant Crewmembers who can thrive in an upbeat and fast-paced food service environment. We are hiring immediately for Restaurant Crew to work all shifts: opening shifts, closing shifts and everything in between. Whether you have experience as a customer service associate, retail team member, cashier, restaurant server, kitchen lead, cook, prep cook, drive-thru cashier or any other restaurant or service-oriented role - we have a position for you. We offer competitive pay and benefits for all positions. Even if you don't have previous Restaurant experience, this position is entry-level (yes, that's no experience required) and we provide paid training for every new Restaurant Crewmember on the team. We will make sure you are prepared to grow your Restaurant career with us. Within your first year of working in the Restaurant, you can earn up to an extra dollar fifty per hour in pay increases through additional training, certifications, and performance evaluations! If you want to be at Restaurant that is a FUN place to work, that values your growth and provides opportunities to impact your community, we want you on our team! Qualities of awesome Canes Restaurant Crewmember: * Team player * Excellent communicator * Happy, Courteous and Enthusiastic * Hard-working and attentive * Responsible and dependable * Authentic and genuine * Takes pride in doing a good job Perks for all Restaurant Crewmembers: * Competitive pay * Casual work attire and flexible scheduling * Restaurants closed most holidays including MLK Day, Easter, Memorial Day, 4th of July, Labor Day, Thanksgiving, Christmas and New Year's Day * Discounted tuition benefits and FREE education resources * Benefits*, paid time off* and more … * Benefits Offered * * Voluntary* * Full-Time* * Perks* * Dental * Vision * Supplemental Life Insurance * Pet Insurance * 401(k) With Employer Match (age 21 & older) * Crewmember Assistance Program * Discounted Online Education Opportunities * Free Resources For Furthering Your Education * Medical & Pharmacy * Benefits Concierge Service * Dependent Care Flexible Spending Account * Healthcare Flexible Spending Account * Must satisfy one year of service and meet ACA eligibility requirements. Speak with a manager for more details. * Paid Time Off * Closed for all major holidays * Early closure for company events * Casual Work Attire * Flexible Scheduling * Perkspot Employee Discount Program Responsibilities: * ESSENTIAL FUNCTIONS OF THE POSITION:* The intellectual and physical demands described below are representative of what must be met by Crewmembers to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Lift and carry, push or pull heavy objects up to 50 pounds * Kneel, bend, twist or stoop * Ascend or descend stairs * Reach and grasp objects (including above head and below waistline) * Excellent verbal and written communication * Ability to show up to scheduled shifts on time * Cleaning tables, floors and other areas of the Restaurant * Taking orders from Customers and processing payments efficiently * Follow proper safety procedures when handling and/or preparing food * Ability to multitask Qualifications: * ADDITIONAL REQUIREMENTS:* * Must be 16 years of age or older * Provide all Customers with quick and friendly service * Work together as a team, assisting other Crewmembers in completion of tasks and assignments to ensure continuity of service * Work under pressure and at a fast pace * Align with Raising Cane's culture by balancing Working Hard and Having Fun * Take initiative * Comply with Company policies Raising Cane's appreciates & values individuality. EOE Raising Cane's Riverside CA

Customer Service Supervisor I Or II, Retail Banking (Riverside, CA)

Homestreet, Inc