Customer Service Associate Supervisor

Investors Community Bank - Manitowoc, WI (30+ days ago)4.0


INVESTORS COMMUNITY BANK

POSITION DESCRIPTION

SUMMARY

This individual works closely with the Banking Services Manager to supervise, schedule, guide, train and develop the CSA Staff. The individual in this position is expected to be a leader, trainer, and give support to less experienced members of the team while leading through example to provide professional and outstanding customer experiences. This position is also required to be knowledgeable and skilled in other areas, including; vault, safe deposit, and teller operations.

ESSENTIAL DUTIES

Supervises the daily duties of all Customer Service employees within the location. Coordinates staff coverage for CSA staff within the department; provides training and support to the department; including, but not limited to, effective delegation of assignments, developing work schedules and providing necessary training. Monitors staff in daily tasks, operations and quality control; ensures the organization of assigned area of the department, coordinating available resources for maximum results.

Assures that all duties are performed in accordance with banking compliance regulations, processes, and procedures. Works with other areas in the bank to ensure integrated compliance where necessary.

Functions as the Customer Service team leader by representing the team at meetings with the Bank Services Manager, coordinating and commuinicating team information, distributing information, answering policy questions, negotiating inter-member and inter-team relations, coordinating training opportunities for team members, assisting team members with customer issues, and providing input to and presenting procedural changes.

Processes, solves and answers complex customer transactions, problems or inquiries. Responds to inquiries or refers inquiries to the appropriate department or person; exhibits the necessary follow through with customers and/or staff involved.

Actively involved in instilling and maintaining a positive sales/service environment through education of the Bank’s products and services; develops/implements/tracks sales tactics and cross sell programs; monitors staff in cross-selling and product presentation compared to goals;

Actively participates in assuring quality control in regard to audits and certifications. Assures audit compliance and procedure quality control through conducting interal audits and operational reviews as directed to ensure the Bank is in compliance with established Bank policies, procedures and state and federal regulations.

Ensures compliance to meet security precautions and protect customer deposits, bank assets, and staff.

Responsible for ensuring CSA Staff is consistently creating an exceptional customer experience for each and every customer.

Leads and works with CSA staff to locate cash discrepancies; assists with all duties assigned to CSA staff on a daily basis ensuring accuracy and completion of daily reports as scheduled within given authority.

SECONDARY DUTIES

Contributes to the overall profitability of the Banking Center through cost controls, income generation, and Bank marketing efforts.

Works with Human Resources and Bank Services Manager to conduct performance appraisals, disciplinary actions, and interviewing candidates for employment within the department.

Consistently applies sound decision making techniques pertaining to inquiries, approvals, requests as they apply to existing policies and procedures; keeps within assigned approval limits and uses these instances as learning tools for employee development.

Plays an important role in the development and growth of the assigned staff through excellent communication skills, both verbal and written, along with strong delegation skills to ensure a well cross-trained staff.

Consistently applies sound decision making techniques pertaining to inquiries, approvals, requests as they apply to existing policies and procedures; keeps within assigned approval limtis and uses these instances as learning tools for employee development.?

SUPERVISORY RESPONSIBILITY

The position of Customer Service Associate Supervisor is responsible for the supervision of three or more employees, and normally carries out supervisory responsibilities in accordance with the Bank’s policies and applicable laws, ensuring adherence to EEO guidelines.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open office that is mostly clean and comfortable. It may include some minor annoyances such as noise, odors, drafts, etc. The incumbent is in a non-confined office-type setting in which he or she is free to move about at will.

The incumbent in the course of performing this position spends time writing, typing, speaking, listening, lifting (up to 20 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception and adjusted focus), sitting, pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, adding machine (calculator), encoder, money counter, typewriter, personal computer and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, detailed work, problem solving, customer contact, reasoning, math, language, verbal and written communication, basic reasoning, some periods of stress due to customer volume, multiple concurrent tasks and frequent interruptions.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

High school diploma or general education degree (GED); and 5 years of related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution customer service background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

Customer service focused with the ability to create a collaborative and motivating team environment.

Ability to develop and advance skills.

Intermediate typing skills to meet production needs of the position.

Basic skills in computer operation;

Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and account for negotiable instruments in a timely manner.

Strong oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write simple correspondence, and speak clearly to customers and employees.

Effective organizational and time management skills.

Demonstrates the ability to adapt to change. Understand that change will occur, expect it, effortlessly perform during and after the change using the perspectives, tools, and techniques provided within the organization.

Ability to work with minimal supervision while performing duties.

Basic experience, knowledge and training in branch operation activities, terminology and products and services.

Basic knowledge of related state and federal banking compliance regulations, and other Bank operational policies.

The incumbent must be able to perform this position safely, without endangering the health or safety to him or herself or others.

Management reserves the right to change this position description at any time according to business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability status or veteran status. Investors Community Bank is an AA/EEO employer.