Responsible for supervising and coaching the CSR staff. Ensures delivery of City’s phone and CSR service standards to provide excellent customer service. Leads and coaches CSR staff to identify customer needs and act on referral opportunities. May open new accounts and deliver additional services at the branch. Ensures cash and branch audits are completed per branch guidelines.
Essential Functions
Supervises and coaches CSR staff
Ensures delivery of City’s customer service standards to provide excellent customer service, resolve routine and complex problems and identify customers’ financial needs
Accurately processes routine bank transactions including but not limited to check cashing, deposits, withdrawals, account transfers and loan payments
Maintains and balances a working cash supply
Displays a positive and professional attitude at all times
Maintains current knowledge of bank products and services
Works closely with Manager and branch team to generate new business
Seeks opportunities to refer to other lines of business to include mortgage, cash management, commercial and trust
Actively participates in branch campaigns and incentives
May open new accounts and deliver additional services at the branch
May be responsible for branch vault or ATM cash, or serve as a backup for these roles
Completes all training within predetermined time limits
Adheres to all bank regulatory, audit, and compliance policies and procedures
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job
Position Requirements
High school diploma or equivalent
Previous supervisory experience preferred
1-2 years of retail/customer service experience required, with sales experience preferred
Displays professional dress and demeanor
Personal computer proficiency
Cash handling experience preferred
Typically the employee may sit to perform work; however, there may be some standing, walking, bending and lifting 5–10 lbs
Work is generally performed indoors in environmentally-controlled conditions
Critical Skills / Expertise
Excellent customer service and sales skills
Excellent oral communication and listening skills
Knowledge of (or ability to learn) the bank’s operating systems, policies and procedures
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Other
Industries
Banking
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