Customer Service Supervisor

Customer Service Supervisor

Requirements

• High School Diploma or GED required; Bachelor’s degree preferred.
• 5 years of experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to banking or retail operations.
• 1+ years of supervisory experience required.
• Proven history of leveraging financial products and services that provide value to the client.
• Possess strong technical skills and experience to operate teller software and other bank-related computer programs.
• Proficiency in Microsoft Word & Excel required.
• Excellent customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.
• Excellent interpersonal and communication skills (verbal + written).
• Comprehensive knowledge of interest calculations for use in dividend adjustments.
• Advanced knowledge of new account operations, including CIP and BSA requirements.
• Thorough knowledge of Apple Bank’s rules and regulations governing accounts and services required.
• Display sound judgment, as well as discretion when utilizing confidential information.
• Strong analytical skills and creative problem solver.
• Must be licensed NYS Notary Public.
• May be required to maintain a LAH License.
• Must be able to work weekends and extended hours or at neighboring branch locations when needed.

Responsibilities

• Oversee the performance of Customer Service Representatives, ensuring sales goals are being met and transactions are being processed in accordance with Bank policies and procedures; promote exceptional client relations when opening accounts by rendering prompt and efficient customer service.
• Delegate daily work assignments, prepare schedules, and maintains records/departmental files; provide leadership to the CSR staff to assist them in achieving individual and branch production and revenue goals.
• Train, as well as counsel staff; assist Branch Manager in the conduction of performance appraisals.
• Mentor newly hired CSRs, imparting knowledge regarding products and services that Apple Bank has to offer.
• Serve as a contact for client problem resolution.
• Support daily operations of the branch, including timely and efficient completion of client transactions while maintaining accurate records and ensuring the proper handling of all monies assigned.
• Provide guidance to customers regarding the opening of new accounts by explaining appropriate product and services offerings that meet their needs; gather information required to process new and existing accounts; communicate internal rules and regulations covering transactions and FDIC protection.
• Promote new business by uncovering customer financial needs and offering additional products and services; identify opportunities to develop relationships with new, existing, and prospective customers.
• Refer customers to a licensed representative of ABS Associates of NY, Inc. when appropriate.
• Access electronic financial information to answer questions related to specific accounts.
• Conduct weekly sales, service, and product knowledge meetings.
• Comply with regulatory, security, and audit policies and procedures; adhere to Bank’s Code of Conduct.
• Maintain operational controls to ensure safety and security of client and Bank assets.
• Assist with the opening and closing of the cash vault.
• Ensure that the customer area is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing rate boards, changing dates on writing desks, etc.).
• Build or maintain technical and professional knowledge by attending educational workshops and training.
• Perform other duties as assigned.

Preferred Qualifications

• Bachelor’s degree preferred.