Head of Service Management

SUMMARY

The Service Manager I (SM) is an enthusiastic, highly motivated self-starter with a strong work ethic who is responsible for ensuring the banking center teller operation objectives are executed. The SM will participate in creating local strategies focused on maximizing exceptional accurate customer service and productivity. The SM leads by example, acts as a coach who motivates and develops their team to achieve their full potential. The SM must possess the ability to make decisions and use independent sound judgement according to teller policies and procedures.

RESPONSIBILITIES

Provides a welcoming environment and communicates professionally and effectively with customers and other members of the team

Displays passion for serving others and consistently executes exceptional quality service

Applies strong critical thinking and problem‑solving skills to resolve and/or identify financial solutions for new and existing customers

Manages all banking center teller operations, including teller audit, compliance, risk, sales, referrals and service

Manages hiring, daily activities, coaching, evaluating and counseling of reporting staff

Manages the banking center’s cash orders, maintains limits, authorizes payments of checks, conducts teller observations, large item reviews, RegCC holds reviews, prepares teller schedules, ensures dual controls, conducts surprise cash audits, Savings Bonds redemptions, prepares end‑of‑month teller reports, etc.

Performs routine bank paying and receiving teller tasks, including making deposits, withdrawals, transfers, receiving loan payments, cashing checks, verifying endorsements, placing RegCC holds, cash advances, etc.

Maintains and balances the cash drawer by accounting for cash assigned, received and disbursed

Actively contributes to help meet the banking center’s goals, as well as individual sales and referral goals by cross‑selling and referring the bank’s products and services

Participates in job‑specific training and other Bank training programs, as necessary

Maintains 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 department personnel

Maintains 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 department personnel

Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the department personnel

Performs other related duties as required and assigned

QUALIFICATIONS

High School Diploma or GED

Bachelor’s degree in business, marketing or related field, preferred

An 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 Bank

Prior management experience; equivalent leadership role experience may be substituted for management requirement

Has the ability to learn and adapt to new information and technology platforms

Proficient in using personal computers, Microsoft Word, Excel and Outlook

Bilingual in English and Spanish, required

Must be able to work flexible hours as scheduled Monday through Friday, and Saturday rotation (hours will fluctuate as business needs dictate)

REPORTS TO

This position reports to the Banking Center Manager

This position oversees the Tellers

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function. Employees must ensure their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements may result in disciplinary action, including probation and possible termination.

EEO STATEMENT

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 protected by applicable laws.

LEGAL NOTICE

Management reserves the right to change this position description at any time according to business needs.

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