Customer Service Manager (Teller Manager)

Job Description

Job Description

Customer Service Manager

 

Position SummaryFull time, Non-Exempt
Pay Grade: Grade 7

The Customer Service Manager leads branch operations by supervising teller staff, ensuring compliance with policies, and delivering exceptional customer experience. This role is responsible for managing daily cash operations, balancing accuracy and security, and upholding risk management and compliance standards within the branch. In addition to overseeing staffing, training, and performance development for tellers, the Customer Service Manager serves as a point of escalation for customer concerns and fosters a culture of service excellence. By combining strong leadership with operational expertise, this role ensures branch efficiency,
strengthens customer relationships and supports the bank’s overall growth and reputation in the community.
Minimum Qualifications

• Associate’s degree in business, finance, or related field or equivalent experience.
• 3 years of supervisory experience
• 1 year of banking experience.
• Knowledge of banking operations and compliance standards (preferred).

Key Responsibilities

• Supervise, train, and coach teller staff.
• Conduct transactions and oversee daily branch operations, including balancing and compliance.
• Implement and monitor risk management, security, and cash handling policies.
• Resolve escalated customer service issues.
• Support strategic service initiatives and branch goals
• Follow all security, risk, and compliance protocols alongside bank policies and procedures.

Competencies

• Strong leadership and team-building abilities.
• Customer-focused mindset with problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities effectively.
• High attention to detail and accuracy with demonstrated ability to handle confidential information responsibly.

General Requirements

• Must be able to lift and carry up to 10 pounds.
• Some travel to branch or offsite locations may be required.
• Ability to sit, stand, and operate a computer for extended periods of time.
• Must comply with all bank policies, procedures, and regulatory requirements.
• Maintain a professional appearance and demeanor.
• Demonstrate confidentiality, integrity, and sound judgment in all interactions.
• Must be able to work evenings and weekends as business needs dictate.

COMPANY OVERVIEW

At First National Bank (FNB), we're more than just a place to work—we're a locally-owned community bank deeply invested in the success of our neighbors. Headquartered in Williamson, WV, we blend the tradition of a Hometown Community Bank with the convenience of modern services to help our clients take control of their finances. If you're passionate about making a real impact, we invite you to build your career with us.

BENEFIT PROGRAM

• Featured benefits for full-time team members include:
• Health, dental, and vision insurance
• Life and disability insurance
• Critical illness, accident, and hospital indemnity insurance
• Pet insurance and pet discount program
• 401(k) plan
• Generous paid time off policy
• Generous holiday schedule

Equal Opportunity Employment

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, the organizations comply with applicable state and local laws governing nondiscrimination in employment in every location in which it has operations. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, and compensation.

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