Client Services Supervisor

Description:

Job Summary:

Works with management to meet/exceed sales goals and provide superior service/support, opening new accounts, expanding customer relationships, establishing mortgage relationships and performing banking transactions. Supervises the team in the absence of the Financial Center Sales & Relationship Manager or Client Service Manager. Mentors new Client Service Representatives.

Essential Functions:

Works with the financial center sales staff to meet/exceed financial center sales goals by modeling the way, mentoring/coaching the staff, and using the Customer Needs Analysis (CNA) process to cross-sell additional products/services and generate consumer/mortgage loan activity when applicable. Embracing the ASK program. Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality, and responding to customer questions/requests in a timely manner. Proficient at identifying customer needs, recommending specific products and/or services with quality results-oriented sales from opportunities identified through the CNA and onboarding process. Mentors/develops financial center staff or floating staff by providing regular feedback on performance, providing opportunities for development, making recommendations to reward performance exceeding standards, and handling employee disciplinary issues in a professional, objective, and impartial manner; provides input regarding performance appraisals to management. Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and assisting with performing internal financial center audit functions. Performs banking transactions and opens new accounts. Proficient in balancing the financial center and finding transaction errors. Maintains and balances cash drawer, performs end of day balancing and ATM balancing while following security protocol. Performs account research and problem solving as needed. Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in an effective/timely manner. Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential. Complies with bank procedures and follows regulatory, operational and security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses. Expands customer relationships by making appropriate referrals, such as mortgage/consumer loans when applicable.

Secondary Functions:

Makes onboarding calls to existing customers and outbound calls as directed by financial center management.

Contributes to the team effort by working on special projects/reports, conducting meetings, performing other job-related duties, and accomplishing related results.

Standards:

Able to supervise the financial center staff and handle customer/employee issues at various locations as evidenced by minimal negative incidents when management is out of office. Achieves personal sales goals, at least 50% of the most recent 6 months and has embraced the ASK program, as evidenced by sales reports and tracking forms. Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews at various locations as evidenced by properly completed CNA folders and management observation. Encourages and monitors sales performance of staff to include quality referrals. Demonstrates leadership abilities in communication and interaction with various teams. Actively mentors financial center staff at various locations as evidenced by working with manager on coaching/performance reviews and management observation. Proficient in technical processing of all phases of the CSR position including transactions, opening/closing accounts such as savings, DDA, Commercial DDA, CDs, IRAs, balancing ATM, Safe Deposit processing, vault CSR and wire transfers with minimal difficulty. Demonstrates full understanding of dual control policy/procedures and off-line procedures. Good understanding of all areas of compliance regulations (Reg. CC, Reg. E, Reg. Z, Reg. B, Reg. D, TISA, Privacy Act, BSA, etc.) as evidenced by absence of regulation violations. Demonstrates accuracy in balancing at 90% or better and the ability to assist staff in finding outages as evidenced by management observation and balancing documentation. Must complete and pass all mandatory training sessions, classroom, computer-based training and self-study as scheduled by manager within specified timelines or as classes are available. Demonstrates excellent customer service/sales skills both in person and on telephone as evidenced by management observation and properly completed CNA folders. Consistently resolves customer service issues without having to involve a manager. Ability to present information effectively at sales/staff meetings and perform/oversee teleconsulting. Receives favorable reports from support departments for own performance and performance of staff. Returns phone calls or responds to requests and/or questions within 24-hours. Sets the standard for staff on professionalism, customer service, teamwork, attendance, and punctuality as evidenced by management observation. When applicable, makes quality referrals for consumer/mortgage loans as evidenced by sales reports and tracking forms. When applicable, proficient in all phases of consumer loan processing as evidenced by minimal errors reported by Consumer Lending Quality Control.

Requirements:

Physical Demands:

• TalkingAbility to express or exchange ideas by means of the spoken word.
• HearingAbility to receive detailed information through oral communication.
• SeeingAbility to view a computer screen for an extended period of time and/or identify individuals visually.
• StandingAbility to stand on feet for long periods of time.
• WalkingAbility to use feet and legs to move from one place to another specifically in narrow/confined spaces.
• Finger dexterityAbility to work with fingers for handling coins or other small objects and use a keyboard.
• ReachingAbility to extend hand/arms in any direction to move/handle objects.
• LiftingAbility to lift and/or move up to 25 pounds.

Knowledge, Skills and Abilities:

• Associates Degree in related field or equivalent business experience required.
• Minimum of 18 months combination banking and/or sales experience required, 6 months with Liberty preferred.
• Demonstrated skills with new accounts and consumer loans required.
• Able to utilize sales techniques to expand banking relationships and a strong knowledge of bank operations/products and compliance regulations is required.
• Strong communication skills and the ability to communicate with all types of individuals, provide superior customer service and work well with others is required.
• Able to demonstrate a professional courteous manner, present a well-groomed, business-like appearance, demonstrate good presentation abilities and use proper telephone etiquette/grammar is required.
• Able to work a flexible schedule and travel to various financial centers as needed.
• Good basic computer skills and the ability to utilize industry-related software is required.
• Demonstrated skills in accuracy/balancing and cash handling.

An Equal Employment Opportunity Employer Minorities/Females/Veterans/Disabilities

PM19

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