Retail Operations Supervisor

The Retail Operations Supervisor will provide supervision and leadership for Tellers, Reception, and New Accounts staff in assigned branch.  Additionally, under the direction and input from the Retail Banking Manager and the President/CEO, this position sets realistic goals and objectives for the Retail Department to achieve a consistent, extraordinary customer experience and a positive employment experience for staff.   This person must have the ability to communicate effectively while working quickly and accurately. Employee will have extensive contact with customers, vendors, the general public, and bank staff and will interact in a professional and courteous manner and conduct him/herself in such relationships in a manner that will enhance the overall efficiency and image of the bank.

DUTIES AND RESPONSIBILITIES:

Under the direction and with input from the Retail Banking Manager and the President/CEO, this position will set realistic goals and objectives for the Retail Department to achieve a consistent, extraordinary customer experience and a positive employment experience for staff.

Participate on behalf of Retail Banking in the periodic Operations Department meetings to provide input on process or procedural changes from a customer and employee experience. Serve as a conduit to all of Retail for implementation of changes and to keep “audit/exam readiness” as a priority.

Provide supervision and leadership for branch/office staff. Monitor, mentor, train, oversee, and manage staff to ensure compliant, effective delivery of bank products, services, transactions, and the overall customer experience.

Schedule staff to accommodate customer, bank, and training needs/requirements.

To ensure minimal risk of loss; adheres to dual control and all transactional & cash handling requirements. Hold staff accountable for adherence to established bank processes and policies.

Assist with fraud and security exposure; reports suspected fraudulent transactions immediately and in accordance with established process.

Conduct periodic cash audits and operations procedures.

Provide support to staff with complex transactions and sensitive customer relations situations.

Prepare and deliver timely performance evaluations for staff, rewarding good performance as well as providing redirection to underachiever’s performance. Maintain open communication with staff. Work with Human Resource Director on human resource issues. Promote employee growth and development and extraordinary service quality.

Assist bank leadership as requested or needed. Provide support to Branch and bank leadership to ensure that established bank processes and policies are being followed and that “audit/exam readiness” is a priority.

Participate in training offerings to ensure you are knowledgeable and up to date on regulations, programs, processes, policies, and products. Report training attendance and participation as required.

Prepare and submit periodic reports as requested, required, or needed.

Strive to meet performance goals as set by Retail Banking Manager and/or senior leadership.

Oversee staff required bank and OnCourse training courses to ensure they are completed within assigned time frame(s).

Promote bank products and services. Recognize sales opportunities: refer new and existing customers to appropriate department or person and teach staff to do the same.

Duties may include daily recap of teller balance sheets, balance Cash General Ledger, verify teller cash on a monthly and/or audit basis, assist Accounting with questions about the monthly general ledger account balance verification, assist in opening new accounts, assist with Safe Deposit box transactions, and locating teller or vault offages.

Process a variety of banking transactions relative to any accounts, services or products offered by the Bank in accordance with established procedures and policies. Those transactions include, but are not limited to, cashing checks, processing deposits and loan payments, selling money orders and traveler’s checks, and researching account information.

QUALIFICATIONS:

• Minimum three years customer service and sales experience.
• Previous successful management experience required.
• Moderate level of banking knowledge required with previous teller experience or new accounts experience preferred.
• A high school degree or GED is required.
• Must possess current, valid driver’s license.

KNOWLEDGE, SKILL, ABILITY:

Working knowledge of standard office equipment. Basic computer skill with working knowledge or ability to learn various office software including word processing, spreadsheets, 10-key, and general computer applications.

High degree of attention to detail as well as excellent organizational skills to perform in a fast-paced environment. Must have ability to prioritize and organize heavy workloads and demonstrate effective time management. Ability to work in a professional manner and consistently demonstrate courtesy, customer services, and tact in a fast-paced, deadlines-oriented environment. Ability to work quickly and accurately: perform effectively under pressure, meeting multiple and sometimes competing deadlines and make decisions based on regulations, company policy, knowledge, and experience.

Communicate Effectively: both verbally and in writing with others in a clear, thorough, and timely manner using appropriate and effective communication tools and techniques. Demonstrate soft phone skills by treating all internal and external customers in a polite and courteous manner.

Customer Service: We are community inspired and pride ourselves on offering exceptional service to both our internal and external customers. We expect you, as an employee, to support our values and visions of Integrity, Service and Success.

Teamwork: Demonstrate ability to work independently and as part of a team. Work cooperatively and effectively with others to set and achieve goals, help others, resolve problems, and make decisions that enhance organizational effectiveness.

Professionalism: Exhibit a professional manner in dealing with others; work to develop and maintain cooperative and positive working relationships; represent the bank in a positive manner; maintain credibility with others.

Ethical Behavior: Model high standard of honesty, integrity, trust, and openness. Understand and follow through with appropriate standards of conduct and moral judgment; willing to act outside the norm when needed to adhere to ethical principles. Communicate and demonstrate actions in a consistent manner. Respect others, regardless of individual capabilities, agendas, opinions or needs.

Confidentiality: Maintain strict confidentiality regarding any information obtained during performing job duties; adhere to Bank policies and procedures regarding confidentiality.

Quality Management: Adhere to guidelines, protocol, policies, and procedures and supervisory directives; improve and promote work quality; demonstrate accuracy, thoroughness, and attention to detail; strive to achieve good results.

Adaptability: Adapt positively to change; manage competing demands and effectively handle changes, delays and/or unexpected events with a positive attitude.

Planning and Organization: Prioritize, organize, and plan work; use time efficiently; and achieve results within time frames. Complete work in a timely, accurate manner and be conscientious about assignments and deadlines.

Judgment/Problem Solving: Display ability and willingness to make sound decisions; identify and resolve problems in a timely and positive manner; exhibit sound judgment; appropriately handles both routine and non-routine situations.

Individual Responsibility and Accountability: Accept responsibility for own work performance; accept responsibility for own actions and outcomes and does not blame others. Demonstrate willingness to take initiative in performing job duties, resolving issues, and making suggestions for improvement. Conduct follow-through and meets commitments and agreements in a timely manner; relied upon by others as a source of valid information.

WORK ENVIRONMENT: Must be able to routinely perform work indoors in climate-controlled shared work area with moderate noise.

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 with disabilities to perform the essential functions.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms. The employee may also be required to: climb, balance, stoop, kneel, crouch, crawl, push, and pull. 

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include: Light work. The employee is constantly required to stand and walk. Exerting up to 25 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

COMPENSATION & BENEFITS: Starting salary is dependent upon relevant experience and may vary based on the geographic location of the position. We offer an extensive benefits package that includes, but is not limited to medical, dental, vision, and life insurance, a health savings account option, an Employee Assistance Program (EAP), a health rewards program, a 401(k) retirement savings plan, discounts on banking products and services, Paid Time Off (PTO) and holidays. Visit our website for more details!

COMPANY OVERVIEW: We are a family of banks whose unique local presence reflects the communities we serve. We welcome the opportunity to grow and change as our customers and communities do the same. Read our story, learn about our banks, and experience life at Glacier Bancorp, Inc. all from our website. Check it out! 

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.

Glacier Bancorp, Inc. does not sponsor applicants for work visas. All applicants must be legally authorized to work in the US.

No Recruiters or unsolicited agency referrals please.