Supervisor of Customer Experience

POSITION SUMMARY:

The Supervisor of Customer Experience oversees daily teller operations, ensuring accuracy, compliance, and exceptional customer service. This role combines hands-on transaction support with team leadership, training, and operational oversight. Ideal candidates are detail-oriented, proactive, and committed to fostering a positive branch environment. ESSENTIAL FUNCTIONS and DUTIES: Open and close vault, monitor vault security. Oversee staff and operational functions. Perform regular staff duties. Provide training for new staff and ongoing training for teller staff. Order and receive money for the branch. Maintain money supply at each station. maintain bulk cash. Ship money to Federal Reserve when necessary. Maintain employee records, absenteeism, vacations, scheduling, part-time hours, and conduct progress reports and annual performance evaluations. Assist with after-hours ATM calls and other duties as needed. Clean and maintain equipment i.e., TCR machine, ATM machine, etc. Ensure compliance with reporting requirements, i.e., CTRs, etc. Assist customers in safe deposit box when area. Assist the customer solutions area as needed. Ensure the department's operations manual is kept current. Keep up to date on rules and regulatory requirements. Answer the telephone to assist prospective and existing customers. Create an atmosphere that promotes upward communication. Make recommendations to the management team about possible methods to improve the department. Participate in community functions to increase the bank's visibility and to enhance new business opportunities. Assume additional responsibilities as directed. REQUIRED SKILLS and ABILITIES: Exceptional customer service and issue resolution skills Ability to cross-sell products Strong verbal and written communication High attention to detail and accuracy Ability to multitask and prioritize in a fast-paced environment Team-oriented with the ability to work independently Commitment to confidentiality and ethical standards Strong keyboarding, PC, and telephone skills Proven ability to manage relationships and resolve issues effectively Strong verbal and written communication skills Familiarity with financial products and basic advisory principles Strategic thinker, relationship builder, results-driven Valid driver's license with a clean driving record Proven ability to lead, motivate, and develop a team in a fast-paced environment Strong coaching skills Thorough knowledge of banking regulations, including CTR reporting and vault security protocols Ability to foster a positive, communicative branch environment Experience onboarding new employees and delivering ongoing teller training Ability to identify skill gaps and implement targeted development plans Strong organizational skills for managing employee records, scheduling, and reporting Ability to identify and recommend opportunities for business growth REQUIRED EDUCATION and EXPERIENCE: High school diploma or equivalent Minimum 3 years previous banking experience Supervisory experience preferred TRAVEL REQUIREMENTS: For coverage at other branches, training and banking functions as necessary. Honesdale National Bank