Branch Supervisor — Customer Experience & Team Leadership

Dedham Savings - South Boston, MA • Retail Banking Job Type Full-time Description

SUMMARY

Under the general supervision of the Senior Branch Supervisor, Assistant Branch Manager, Senior Assistant Branch Manager, or Branch Manager of the assigned branch, the Branch Supervisor is responsible for performing supervisory and administrative functions, assisting the teller area, and providing quality customer service in conformance with all established Bank policies, strategies, and procedures.

ESSENTIAL DUTIES AND RESPONSIBILITIES

As directed by the Assistant Branch Manager or Branch Manager, performs any function necessary, within the scope of authority and expertise, to provide the highest level of customer service and responsiveness to the financial needs of individuals, families, businesses, and organizations served by the Bank. Provide supervision and assistance to assigned staff by the organization's policies and procedures. Assist employees, as necessary. Responsibilities include training, planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Participate in writing and presenting performance evaluations. Understand, explain, and cross-sell products and services of benefit to the customer such as checking and savings accounts, certificates of deposit accounts, individual retirement accounts (IRA), loan products, credit cards, debit cards, and digital services. Maintain current knowledge of all Bank products and services. Continuously empower staff through mentoring, coaching, and training. Provide efficient, effective, and courteous customer service in person and via telephone. Perform a variety of customer service duties. Open and close accounts and process a wide variety of transactions. Respond to customer inquiries. Assume responsibility for various department functions in the absence of staff members or overload situations, including providing coverage for Assistant Branch Manager and Branch Manager in the event of their absence. Admit customers to the safe deposit box vault area following Bank procedures. Open and surrender safe deposit boxes as requested. Maintain current knowledge of passbook loans for underwriting and approval. Accept line of credit (CheckProtec) applications and forward them to appropriate personnel for underwriting and approval. Execute wire transfers of funds. Verify wires entered by another employee (Branch CSRs and above) from start to finish. Process credit card applications. Assist customers with Official check and Teller’s check inquiries. Search for the status of a check. Obtain copies of cleared checks. Place stop payments. Reissue checks. Assist customers with a wide range of IRA transactions. Trustee Transfers, Direct Rollovers, Rollovers. Process contributions and distributions. Notarize documents for customers. Have a general understanding of various legal documents. Maintain audit standards and prepare monthly and quarterly reports as needed. Participate in maintaining branch inventory and placing supply orders as needed. Ensure proper upkeep of assigned equipment and ensure the branch facility is maintained in a neat, professional, and functionally efficient manner. Participate in branch contests and assist with the creation and running of the Point of Sale (POS) tables promoting products and services. Perform related customer service, supervisory, and administrative duties as may be assigned or required to ensure the effectiveness of the assigned branch. Ability to use Microsoft Word and Excel proficiently. Ability to write professional, clear, concise correspondence to internal and external recipients. Oversee the daily activities of the assigned branch. Open and close the branch. Control vault activity. Maintain adequate quantities of cash and coins. Order cash for the branch. Maintain inventory of Official and Teller’s checks. Maintain inventory of View email address on click.appcast.io cards. Balance ATM. Ability to troubleshoot any issues. Place service request if necessary. Perform daily branch consolidation/settlement duties upon completion of assigned shift. Acknowledge opportunities to generate referrals to other areas of the bank including but not limited to the Investment Center, Residential & Commercial Lending, and Business Banking Services. Exhibit excellent customer service and actively participate in the Your Bank Rewards Referral Program. Maintain and encourage an ongoing sales culture within the branch. Attend sales, service, and product training sessions regularly and actively participate in branch meetings. Adhere to Bank’s dress code policy and monitor the dress code for all members of staff. Participate in community activities representing Dedham Savings. Perform all duties by prescribed regulatory compliance guidelines. Ensure compliance with established security procedures as well as cash handling procedures. Adhere to audit and regulation policies and procedures and complete annual training on all required regulations, including Regulation CC, AML/BSA, and GLB/Privacy. Assist in enabling the branch to meet yearly goals. Complete all internal Bank training as assigned and required. Adhere to the Bank’s privacy and data security policies including but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information. Exhibit the ability and desire to embrace and enhance the Bank culture. Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client. Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED). Previous experience with customers including at least two to three years in a teller position. Strong organizational and customer service skills. Demonstrated supervisory ability. Must have basic knowledge of bank products and services.

SKILLS

Basic knowledge of the banking and financial services industry including federal laws and regulations Willingness to gain new knowledge and technical skills. Intermediate typing skills to meet the production needs of the position. Intermediate math skills: the ability to calculate interest, commissions, proportions, and percentages; balance accounts; add, subtract, multiply, and divide into all units of measure, using whole numbers, common fractions, and decimals; locate routine mathematical errors; compute rate, ratio, and percent, including the drafting and interpretation of bar graphs. Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, write reports, correspondence, and procedures, speak clearly to customers and employees.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk; use sufficient hand, arm and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

At Dedham Savings, we believe that being here for the journey means supporting our clients in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn’t have made it for nearly 200 years as a local neighborhood bank without them! To support our employees, we offer a competitive benefits package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy Reimbursement, Retirement, Life Insurance, and many other benefits. Dedham Savings is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity, or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws. Here at Dedham Savings, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Dedham Savings and the communities we support.

PAY RANGE DISCLOSURE

The pay range for this position is $24.35 to $29.22 per hour and is the lowest to highest hourly rate Dedham Savings in good faith believe we would pay for this role at the time of this posting. The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee’s pay position within the posted range will be based on several factors including, but not limited to, relevant education, qualifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability. #J-18808-Ljbffr South Shore Bank