Teller Supervisor (Client Services Representative Supervisor), South Bend Main Office Banking Center, South Bend, IN

POSITION SUMMARY

Responsible for supervising and directing the transaction activities of the CSR team, coordinates their schedules and guides their training and development.

ESSENTIAL REQUIREMENTS

• Leads the CSR team in accordance with established security safeguards, bank policies and procedures and guidelines.

• In the absence of the Banking Center Manager, is responsible for overseeing the banking center.

• Responsible for the supervision and scheduling of assigned staff and exercises the usual authority concerning interviewing, hiring, performance appraisals, discipline, promotions, salary recommendations and terminations.

• Works with CSR team to help resolve routine procedural and processing issues.

• Ensures the CSR team meets all established goals.

• Identifies client needs uncovered during business interactions and/or conversations, promotes products and services and refers clients to the appropriate bank colleague if needed.

• Cultivates customer relationships, initiates referrals and effectively cross-sells bank products and services.

• Assists banking center team in operational duties (ie., safe deposit, cash machine, balancing the ATM, vault and end of day work).

• Builds client loyalty; establishes client relationships, including addressing each client by name.

• Consistently delivers exceptional customer service to each and every client.

• Adheres to established bank policies, procedures and guidelines.

• Participates in retail sales programs to help meet personal and banking center goals.

• Actively participates in team meetings and participates in community projects and appropriate educational programs related to the position.

• Helps the Banking Center Manager in supporting and driving sales goals.

• Assists Banking Center Manager in audits and reporting as requested.

• Responsible for the completion of all compliance training related to the position.

• Understands all applicable laws and regulations that apply to the position and complies with the requirements.

NON-ESSENTIAL FUNCTIONS

Performs all other duties as assigned.

EXPERIENCE/SKILLS

• Three (3) or more years of retail banking experience preferred. Minimum of two (2) years CSR experience or equivalent retail or cash handling is required.

• Prefer Bilingual in Spanish

• Customer service experience required.

• Prior supervisory experience preferred.

• Ability to have crucial conversations with staff.

• High degree of attention to detail.

• Ability to cross-sell bank products and services.

• Good written and verbal communication skills.

• Good PC skills - proficiency in Microsoft Office essential.

• Good problem solving skills.

• Ability to work in a team atmosphere.

• Ability to stand for prolonged periods of time.

• Ability to protect the confidentiality/privacy of others as appropriate, as well as of company documents and records.

• Ability to handle multiple tasks in a fast-paced environment.

EDUCATION

One (1) - three (3) years college preferred.

TRAVEL REQUIREMENTS

Ability to travel to all locations as needed for meetings, projects, training, seminars, etc.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is required to sit, stand and walk; use hands and fingers to operate keyboard and other office equipment; reach with hands and arms; and talk or hear. The employee is occasionally required to stoop or kneel. The employee may occasionally lift and/or move up to 10 pounds.

NATIONAL MORTGAGE LICENSING SYSTEM and REGISTRY (NMLSR)

The Federal Government requires that employees with responsibility for residential mortgage lending and/or consumer real estate loans be registered with the Nationwide Mortgage Licensing System and Registry (NMLSR). For consideration of this position, you will be required to obtain a unique identifier, register with NMLSR, and be fingerprinted for a criminal background report. Individuals hired for this position must: A) have not been convicted of, or pleaded guilty or nolo contendere to, a felony in a domestic or military court during the preceding seven-year period or, in the case of a felony involving an act of fraud, dishonesty, a breach of trust, or money laundering, at any time; B) has demonstrated financial responsibility, character, and general fitness such as to warrant a determination that the individual loan originator will operate honestly, fairly, and efficiently.

EQUIPMENT

MS Office PC, fax, phone and standard office equipment.