Financial Center Supervisor

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JOB FUNCTION / SUMMARY:

The Financial Center Supervisor ensures a solid operational foundation; builds relationships with clients while performing financial transactions including paying, receiving, and cash control duties; seeks to uncover financial needs, minimize loss, reduce risk, and deliver accurate and superior client service by performing the following duties.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Performs morning operational huddles.
• Completes Staffing & Scheduling coordination and duty assignments to ensure efficient operation of the financial center.
• Offers guidance to associates regarding teller transactions and reinforces policy and procedure.
• Assists with financial center morning and evening duties to include opening and closing the vault, working and locking the Night Depository, setting up the Teller station with supplies and cash, balancing the Teller window/financial center, and clearing teller errors and cash items.
• Assists in mitigating operational loss within a financial center to include managing financial center and vault cash limits, granting staff supervisory override for transactions, ensuring proper hold placement and outage resolution.
• Performs research and problem-resolution for clients as issues arise.
• Supports the Bank's strong risk management culture through awareness, knowledge and sound decision-making and is responsible for adherence to the financial center Risk Management Review process to include dual control procedures.
• Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Recycler Machines, Currency Counters and Coin Sorters to provide financial center services.
• Models sales and service behavior for associates and promotes professionalism to include lobby management.
• In support of client service and lobby management, the position may:
  • Manages existing clients and prospects by meeting with them, both in person and over the phone, to build and maintain strong, lasting relationships, discover financial needs and tailor product solutions to meet the client’s overall financial needs. This activity may be in the financial center, out-bound calling, or conducting educational seminars.
  • Proactively educates clients on alternate delivery methods and channels that make client’s lives easier by providing self-service options, including emerging technology and digital solutions like mobile, online and ATM options, to access their accounts 24 hours a day/7 days a week.
  • Refers clients to other business partners to provide clients with experts who can assist them with their specialized financial needs.
  • Applies product and procedural knowledge to solve client problems appropriately and efficiently to enhance the client experience.
  • Processes a variety of routine and complex transactions for financial center clients, including deposits, withdrawals, and loan payment processing.
  • Engages in client and/or prospect management activities.
  • Drives proactive sales conversations and financial needs assessment including, identifying and independently acting upon sales opportunities to build a strong pipeline of appointments to meet assigned sales goals.
• Ensures operational and financial safety and soundness. Maintains awareness of the environment, the situation, and the client. Leverages lobby management as a tool for managing client interactions and risk.

SUPERVISORY RESPONSIBILITIES:

Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team. Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• High School Diploma or general education degree (GED)
• 3 years of cash handling and customer service experience in retail or branch banking or Bachelor’s degree and 1 year of cash handling and customer service experience in retail or branch banking
• Working knowledge of the Microsoft Office suite (Word, Excel, and Outlook)
• Ability to navigate in multiple computer systems and applications, and utilize search tools to find information
• This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. Employment is contingent upon meeting initial and ongoing registration requirements, including acceptable background investigation results.
• Working knowledge and understanding of laws and regulations pertaining to the banking industry

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Excellent communication skills – in person and over the phone – with proven ability to tailor features and benefits of products/services to clients with differing needs
• Ability to learn products, services, and procedures quickly and accurately
• Comfortable educating others on technology
• Professional, thorough, and organized with strong follow-up skills
• Performs well in a team environment and proactively collaborates with others to serve clients
• Ability to understand and follow policies, procedures, and regulatory requirements.
• Ability to work Financial Center hours, including weekends, and some evenings
• Ability to travel if required to perform the essential job functions
• Ability to work under stress with competing priorities and meet deadlines
• Ability to operate related equipment to perform the essential job functions
• Ability to read and interpret a document if required to perform the essential job functions
• Ability to lift/move/carry approximately 30 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.