Customer Service Supervisor

Job description:The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.Supervise and coach CSR staff and ensure compliance with Bank policies and proceduresMaintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lendingOpen personal and business accounts adhering to all Bank policies and procedures when opening accounts.Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaignsOrganize work to facilitate a timely and accurate balancing of transactions at the end of the day.Provide outstanding customer service while exhibiting a professional demeanor at all times.Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system.Responsible for operations and compliance items such as CTR’s, cash audits, cash box difference monitoring and offline balancing.Conduct wire transfers and supervisor overrides as needed following the proper proceduresPerform related duties as requiredComplianceComply with all applicable regulations and Bank policies regarding employment and employment law.Participate in annual compliance and other job-related training.Comply with applicable bank regulations, Bank policies and procedures.Comply with Bank’s internal privacy and ethics standards.Relationships and ContactsInternal : Reports to Branch Manager / Sales and Service Manager; Frequent contact with Branch Team members to discuss sales products, services, policies, procedures and changes; Timely contact with team members from various levels of the bankExternal : Frequent contact with current and potential customers regarding products and services; Representation of the Bank through community involvement and volunteerismEducation and ExperienceHigh School diploma or equivalent required; Associate’s or Bachelor’s degree preferredMinimum 2 years’ banking experience or relevant work experienceSkills and CompetenciesKnowledge of Bank products and servicesExcellent customer service skillsAbility to interact well with Team members and customersSupervisory and coaching skillsStrong attention to details and accuracyBasic computer skillsAbility to multi-task and remain organizedNMLS preferredAbility to use sound judgment when making decisions on behalf of the BankWorking ConditionsTraditional office environment with no unusual work conditions; the branch office maintains six day a week operations (Monday – Saturday) with operational hours depending on branch location. All branch Team Members are required to work a minimum of two (2) Saturdays per month.Penn community Bank is an equal opportunity employer. #J-18808-Ljbffr