Client Services Supervisor

Description

Job Summary

The Client Services Supervisor is responsible for frontline supervision and development of Client Services Specialists, Sr Client Services Specialists and Client Services Bankers. This role oversees the entire onboarding process, from deposit account opening to comprehensive training and education on products/services. This Supervisor manages the day-to-day workflow of the customer experience and ensures smooth frontline and banker operations including maintaining appropriate staffing levels. The Client Services Supervisor serves as an escalation point for customer issues as well as leader in the rollout and execution of initiatives that relate to client services and personal banking.

Leadership

• Conduct regular one-on-ones to align cultural & business objectives, prioritize the most important work and coach to high performance.
• Facilitate execution through effective situational leadership tools.
• Support engagement and action by listening to team member feedback – what’s working, what’s not – support them in initiating and executing positive changes and provided them with adequate resources.
• Support in the team members professional and personal.
• Catch team members being approximately right through timely, individualized recognition.
• Promote collaboration and face to face interaction.
  
  

Responsibilities

• Responsible for the following personnel activities: hiring, terminating, coaching, annual and interim performance reviews and resolution of other personnel issues
• Supervises the branch Frontline and Banker operations to ensure adequate staffing levels
• Conducts one-on-one’s with team members to support the training and development of Client Services Specialists & Bankers
• Facilitates team meetings and outings to promote teamwork, communication, trust and respect
• Directs, coordinates and monitors activities to implement the Bank’s policies, procedures and practices concerning customer service and transaction processing
• Provides and coaches team to the highest level of customer service and actively promotes the Premier Experience service standards to internal and external customers
• Handles or assists in resolving technical and/or complicated transactions and operational issues?
• Ensures compliance to applicable internal policies and procedures and federal and state regulations
• Serves as a leader in the Frontline and banker interaction in all operational areas including processing of banking transactions and time sensitive tasks, ordering currency and coin, imaging, scanning, etc
• Lead and assist the Frontline/bankers to all things related to servicing and account maintenance
• Participates in the development and enhancement of equipment and training procedures ? ?
• Observe and coach direct reports on product and service knowledge in all areas of the business and recognize opportunities to teach while using your coaching tools and resources
• Provides leadership support to branch frontline/banker employees and acts as a liaison to all business partners for deposit and online banking services. Builds strong partnership/s with local leadership/president.?? ?
• Maintain a strong knowledge of Choice Bank’s systems, products, services, policies and procedures.
• Skill to coach and/or recommend products or services to customers that will benefit them.? This includes referrals to operating units such as insurance, wealth and mortgage?
• Actively participate in internal and external continuing education for Frontline/banker operations and leadership?
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships?
• Perform duties outside normal scope as assigned?
• Project a positive image of Choice Bank when representing the organization
• Actively supports management and organizational goals
• Adapt to meet the ever-changing customer and community needs
• Maintains a strong knowledge of third-party vendor systems / software / websites
• Responsible for overseeing risk management requirements for location/s and cascading information to the location team members.
  
  

Requirements

Qualifications

• Minimum of 6 to 8 years of relevant experience with requisite competencies
• Acts as a team player with open communication and problem-solving skills, professional written and oral skills, excellent interpersonal skills and develops partnerships
• Promotes and administers change and accepts diversity
• Ability to follow policy and procedures
• Must display consistency, thoroughness, attention to detail, and strong organizational skills
• Embraces coaching and self-development
• 2+ years of leadership experience and/or customer service and 1+ years cash handling experience
• High School Diploma or GED
  
  

Cultural Alignment

Choice is #PeopleFirst, banking second.

People don’t need just another bank. People need to be supported by a team of trusted partners who will get to know them and their business, understand their challenges, discover their dreams, and recognize the success in bringing people and banking together in our communities.

In contributing to our culture, Choice team members are guided by our core values.

• Embrace change and encourage innovation.
• Know when to ask for help and know when to offer help.
• Better the places we live.
• Work hard. Do the right thing. Have a little fun.
  
  

Our vision of Diversity at Choice is supported by our #PeopleFirst mission and our core values.

Being #PeopleFirst means that Choice is committed to focusing attention and resources towards creating an environment where everyone feels respected and valued and can do their best work. Doing the right thing means encouraging employees to share their experiences and ideas, and to bring their whole authentic selves to work. Together, we can build an inclusive culture that seeks out, supports, and celebrates diverse voices. We can use our diversity to fuel creativity and innovation and bring us closer to our customers and the communities we serve. Be welcome at Choice. We can see you here.

Disclosure

This job description is intended to describe the general content of, and requirements for, the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. All requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a significant risk to the health and safety of themselves or other employees.

All employment at Choice Financial Group is “at will” employment. This position description does not create an employment contract, implied or otherwise.