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.
High School or GED required.
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.
ADA Requirements:
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.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of
Benefits
Remote work options
Additional Information
Mechanics Bank is currently searching for a full time Customer Service Supervisor (Retail) to join our team at our Lake City Branch.
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.
Mechanicsbank · Seattle, WA