Financial Center Client Services Supervisor

Description

• Works with management to meet/exceed sales goals and provide superior service/support to the region by traveling to various financial centers, opening new accounts, handling consumer loans, expanding customer relationships and performing banking transactions. Provides leadership and mentors new Customer Service Representatives and is the supervisor in the absence of financial center management.

• 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 CNA process to cross-sell additional products/services and generate consumer loan activity by completing loan applications. 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 and closing on sales opportunities identified through the CNA process.
• Expands customer relationships by making appropriate referrals, such as investments and mortgage/commercial loans.
• Mentors/develops financial center staff or floating CSR II 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. Region Sales Manager may delegate supervision of Floating staff to a Financial Center Supervisor.
• 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 as needed
• Opens and closes the financial center as needed.
• Maintains and balances cash drawer, performs end of day balancing and ATM balancing.
• 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.

• Makes tele-consulting calls as directed by financial center management.
• May conduct presentations at Sales/Service Meetings.
• Contributes to the team effort by working on special projects/reports, performing other job-related duties, and accomplishing related results.

• 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.
• Makes quality referrals for commercial/mortgage loans and investments as evidenced by sales reports and tracking forms.
• Proficient in all phases of consumer loan processing as evidenced by minimal errors reported by Consumer Lending Quality Control.
• Proficient in technical processing of all phases of the CSR position including transactions, opening/closing responsibilities, opening new accounts such as savings,…