Financial Center Client Services Supervisor

Description:

Job Summary:

Works with management to meet/exceed sales goals and provide superior service/support, opening new accounts, expanding customer relationships, establishing mortgage relationships and performing banking transactions. Supervises the team in the absence of the Financial Center Sales & Relationship Manager or Client Service Manager. Mentors new Client Service Representatives.

Essential Functions:

· Works with the financial center sales staff to meet/exceed financial center sales goals by “modeling the way,” mentoring/coaching the staff, and using the Customer Needs Analysis (CNA) process to cross-sell additional products/services and generate consumer/mortgage loan activity when applicable. Embracing the “ASK” program.
· Ensures staff provides superior service to the customers by servicing transactional needs, maintaining confidentiality, and responding to customer questions/requests in a timely manner.
· Proficient at identifying customer needs, recommending specific products and/or services with quality results-oriented sales from opportunities identified through the CNA and onboarding process.
· Mentors/develops financial center staff or floating staff by providing regular feedback on performance, providing opportunities for development, making recommendations to reward performance exceeding standards, and handling employee disciplinary issues in a professional, objective, and impartial manner; provides input regarding performance appraisals to management.
· Ensures staff complies with the Privacy Policy, bank procedures and regulatory/operational/security guidelines by instructing/guiding employees and assisting with performing internal financial center audit functions.
· Performs banking transactions and opens new accounts. Proficient in balancing the financial center and finding transaction errors.
· Maintains and balances cash drawer, performs end of day balancing and ATM balancing while following security protocol.
· Performs account research and problem solving as needed.
· Upholds customer satisfaction by supporting external and internal customers and answering questions/requests in an effective/timely manner.
· Maintains customer confidence and protects operations by following the Privacy Policy and keeping information confidential.
· Complies with bank procedures and follows regulatory, operational and security guidelines. Adheres to the Check Handling Agreement. Successful Mystery Shop scores. Minimal bank monetary losses.
· Expands customer relationships by making appropriate referrals, such as mortgage/consumer loans when applicable.

Secondary Functions:

· Makes onboarding calls to existing customers and outbound calls as directed by financial center management.

· Contributes to the team effort by working on special projects/reports, conducting meetings, performing other job-related duties, and accomplishing related results.

Standards:

· Able to supervise the financial center staff and handle customer/employee issues at various locations as evidenced by minimal negative incidents when management is out of office.
· Achieves personal sales goals, at least 50% of the most recent 6 months and has embraced the “ASK” program, as evidenced by sales reports and tracking forms.
· Thorough understanding of ERB process and ability to coach staff in quality results-oriented sales interviews at various locations as evidenced by properly completed CNA folders and management observation.
· Encourages and monitors sales performance of staff to include quality referrals.
· Demonstrates leadership abilities in communication and interaction with various teams. Actively mentors financial center staff at various locations as evidenced by working with manager on coaching/performance reviews and management observation.
· Proficient in technical processing of all phases of the CSR position including transactions, opening/closing accounts such as savings, DDA, Commercial DDA, CDs, IRA’s, balancing ATM, Safe Deposit processing, vault CSR and wire transfers with minimal difficulty.
· Demonstrates full understanding of dual control policy/procedures and off-line procedures.
· Good understanding of all…