Customer Service Supervisor (4)

Estimated 2024 starting salary is $872-$1,089 per week.

Education & Experience Requirements:

• High school diploma or G.E.D. equivalent.
• Experience as a Control Teller or Customer Service Representative familiar with Control Teller duties, generally equivalent to two years.

Skills:

• Ability to be an effective supervisor and to build and maintain rapport with supervisors and subordinates.
• Knowledge of Teller and Platform PC applications and Microsoft Office
• Demonstrated ability to identify, investigate and resolve problems concerning customer accounts/transactions.
• Above average oral and written communication skills.

Duties and Responsibilities Include:

• Maintains a high level of productivity among subordinates through assistance and careful supervision, including training, coaching, counseling, disciplining and evaluating.
• Ensures satisfactory resolution of customer issues by interacting with customers, investigating complaints, providing information, and correcting errors and discrepancies.
• Manages job tasks and develops cross-functional skills of subordinates through delegation.
• Monitors work production for accuracy and to identify trends, problem areas, and training needs by observing and following-up with subordinates in accordance with all regulatory requirements.
• Approves monetary transactions that exceed subordinate limits by authorizing after examination and verification.
• Provides guidance and assistance to subordinates on non-routine transactions by advising of procedures to be followed through interview and investigation.
• Monitors cross-selling opportunities and maximizes sales performance by conducting sales meetings, performing skills transfers and creating individual development plans for sales personnel.
• Disseminates information to subordinates by oral and written communication.
• Ensures adequate branch staffing by monitoring days off and scheduling personnel for workweek. Monitors non-officer personnel schedules through payroll system to ensure accurate work schedule and timely reporting.
• Reviews daily printouts required by bank policy and procedure to prevent financial loss and monitor suspicious activity in accordance with BSA and other regulatory requirements.
• Identifies and ensures completion of Currency Transaction reports. Monitors and analyzes customer transactions for any suspicious activities that may be in violation of the Anti-Money Laundering Program in accordance with BSA. Reports any finding to Branch Management, Security and Compliance.
• Ensures cash order or cash shipment is required by monitoring daily branch cash position and placing appropriate cash order.
• Assists in retrieving ATM deposits and adjusting account check holds to prevent financial loss and ensure appropriate credit to customer account in accordance with Regulation CC.
• Monitors and reconciles required general ledger accounts in accordance with policy and procedure.
• Ensures accurate accounting of various items, such as DDA starter kits, instant issue cards, gift cards, traveler’s checks, postage stamps, MetroCards and working supply of money orders and tellers checks by maintaining inventory in accordance with policy and procedure.
• Corrects accounting and computer differences by analysis and investigation.
• Maintains dual control and proper security procedures.
• Ensures appropriate cash supply of Automated Cash Dispensers and Automated Teller Machines by assisting control teller in monitoring daily cash flow and balancing daily.
• Ensures proper review and settlement of in-clearing check items by reviewing account history and paying or returning rejected items in accordance with Regulation CC.
• Assists Branch Manager and Assistant Manager in completing monthly State of the Branch and General Ledger Reconciliation reports, to review the financial activities of the branch and ensure all required actions are conducted.