Retail Operations Supervisor

First Sentinel Bank -
Wytheville, VA

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Job Details

$17.50 - $17.75 an hour

Qualifications

Customer communication
High school diploma or GED

Full Job Description

Job Summary:

Under the general supervision of the Branch Manager (or Assistant Branch Manager) and with the guidance of the Retail Banking Director, the Retail Operations Supervisor is responsible for day-to-day supervision of retail branch operations as well as new accounts activities. Oversees branch new accounts (Customer Service) functions, cash handling and deposit transaction activities, and manages branch vault and cash balances. Provides service to customers regarding daily transactions, processes receipt and payment of cash, answers inquiries, opens new accounts if necessary, and refers customers for appropriate services. Responsible for development of new business relationships and maintaining existing relationships.

Specific Job Functions:

Manages individual cash drawer and accounts daily for all cash given and received.
Responsible for opening new deposit accounts.
Responsible for cash ordering and balancing branch vault.
Responsible for maintaining cash levels and balancing ATM.
Manages day-to-day activities of the branch teller line.
Works with Training Coordinator to ensure proper training of Retail Operations Associates.
Complies with Bank Secrecy Act, OFAC and USA PATRIOT Act including Customer Identification Program for new customers, accurate completion of new account activity profile, identifying high risk accounts at account opening, and reporting suspicious activities to supervisor.
Mentors and coaches Retail Operations Associates in developing customer service, sales, and professional skills.
Engages in leadership development opportunities provided both internally and externally.
Assigns performance objectives to Retail Operations Associates and monitors objective progress through bi-weekly one-on-one meetings.
Monitors associates to ensure compliance with financial institution procedures and policies.
Issues written and oral instructions on retail branch operations as necessary.
Manages branch cash levels, performs teller drawer audits, manages vault activity, and orders/ships cash via established Bank procedures.
Manages/sets front line schedules to ensure adequate staffing levels at all times.
Keeps staff’s overtime to a minimum through effective schedule analysis and management.
Assists associates in locating cash discrepancies, manages unusual transactions, and answers difficult customer questions.
Performs a variety of customer service transactions, such as account holds, stop-payment orders, direct deposits and check confirmation.
Generates new deposit relationships through relationship building, community involvement, and outside calling program.
Manages performance of associates through performance evaluations and leadership development activities.
Acts as a first line of communication to resolves grievances, conflicts, or other staffing issues as they arise.
Acts as business partner to Branch Manager to drive branch performance and attainment of individual and branch deposit operations goals.
Adheres to deadlines for compliance reporting (such as CTR submissions, SAR filings, etc.)
Effectively cross sells deposit and loan products to customers through a combination of product knowledge and customer relationships.
Manage branch supply levels. Order office supplies, teller supplies, and any other supplies for branch as needed.

KSAs (Knowledge, Skills, Abilities)

Thorough knowledge of paying and receiving functions of the Bank.
Adept knowledge of all Bank deposit products and services.
Ability to effectively communicate across various audiences.
Proficient in Microsoft Office applications, including Word, Excel, and Outlook.
Exceptional customer service skills.
Proficient analytical skills.
Ability to conduct account and/or transaction research and communicate summarized results when requested.
Demonstrated strong leadership qualities.
Able to work and act independently as well as work effectively within a team environment.
Strong sales and relationship building capabilities.
Ability to use sound judgement and decision-making skills.
Ability to effectively manage multiple tasks and consistently meet deadlines.
Strong organizational and time management skills.
Ability to adapt to new processes and tasks quickly and effectively.
Willingness to participate in on-going leadership, product, process and policy training as assigned.
Excellent verbal and written communication skills.

Additional Requirements (Education, Experience)

High School Diploma or equivalent. Associate’s degree in accounting, finance, business administration, or other related field preferred.
At least 3 years of experience in a cash handling and/or customer service environment.
At least 2 years of experience a Retail Operations (teller) role.
Must be able to occasionally travel for training or other business-related matters.

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