Head of Service Management

The Service Manager II (SA) is an enthusiastic, highly motivated self-starter with a strong work ethic responsible for ensuring the banking center’s goals and objectives are executed. Will participate in creating local strategies focused on maximizing the banking center’s productivity and employee development. The Service Manager II (SA)will lead, coach, motivate and develop their respective team to achieve their full potential.Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary. Provides a welcoming environment and communicates effectively and professionally with customers and team members.Displays a passion for serving others and consistently coaches the team to provide exceptional quality serviceApplies strong critical thinking and problem-solving skills to resolve and or identify financial solutions for new and existing customersManages all teller operations, including but not limited to audit, compliance, risk, sales, service, opening/closing and facility upkeepManages the hiring, daily activities, coaching, evaluating and counseling of reporting staffProvides a complete range of customer service including opening all types of new accounts, credit cards, loans, and cross- selling of other bank products/services such as self-service banking solutions (ATM, Mobile Banking, etc.)Actively contributes to help meet the banking center’s goals, as well as individual sales and referral goals by cross-selling and referring customers to bank business partners when more complex financial needs are recognized such as; Commercial Lending, Mortgage, Insurance, Investments, Merchant Services, Wealth Management or Treasury ManagementAssist the teller line as needed and maintains and balances the cash drawer by accounting for cash assigned, received and disbursedMaintains current knowledge and adheres to all new account’s compliance rules/regulations and internal audit controls related to banking center lobby operationsManages the hiring, daily activities, coaching, evaluating and counseling of reporting staffParticipates in job specific training and other various Bank training programs, as necessaryMaintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnelMaintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnelMaintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnelPerforms other related duties as required and assignedThese specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. High School Diploma or GEDBachelor’s degree in business, marketing or related field, preferredAn equivalent amount of experience in sales, marketing or operations may substitute the degree preference(5) years of teller experience or (3) years of teller experience at Lone Star National BankPrior management experienceEquivalent leadership role experience may be substituted for management requirementThorough understanding of corporate business account documentation and consumer loan documentation, including proficiency with BSA and CIPAbility to learn and adapt to new information and technology platformsProficient in using personal computers, Microsoft Word, Excel and OutlookBilingual in English and Spanish, preferredMust be able to work flexible hours as scheduled Monday through Friday, and Saturday rotation (hours will fluctuate as business needs dictate)ORGANIZATIONThis position reports to the Banking Center Manager (SA)This position oversees the TellersTRAINING REQUIREMENTSAll employees are required to attend scheduled mandatory trainings and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.COMMUNITY INVOLVEMENTLone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.Management reserves the right to change this position description at any time according to business needs.

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