Customer Service Supervisor
Job in
Seekonk, Bristol County, Massachusetts, 02771, USA
Listing for:
BayCoast Bank
Full Time
position
Listed on 2025-12-31
Job specializations:
-
Customer Service/HelpDesk
Bilingual
-
Finance & Banking
Job Description & How to Apply Below
Position: CUSTOMER SERVICE SUPERVISOR
BAYCOAST BANK
POSITION DESCRIPTION
POSITION TITLE:
CUSTOMER SERVICE SUPERVISOR
DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION
LEVEL: 105
LOCATION:
Seekonk Branch
Bilingual:
Spanish/Portuguese a plus FUNCTION
Under the direction of the Branch Manager and Assistant Branch Manager, the Customer Service Supervisor is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer's needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals.
Responsible for the daily supervision of the branch teller staff, creating a high-quality service team that earns the long-term loyalty of the customers. Oversees and conducts the accurate processing of various customer transactions. The CSS coaches the teller team in all aspects of relationship development, service and operations; responding to customer inquiries by answering questions, resolving problems or referring customers to the appropriate personnel.
The Supervisor is responsible for the daily control of the branch's main vault, distributing and receiving cash to/from the staff. Demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale as well as create new opportunities.
RESPONSIBILITIES RELATIONSHIP DEVELOPMENT AND SERVICE
Be the face of Bay Coast Bank, presenting a professional, friendly and helpful appearance with every interaction and ensures that the teller staff consistently provides high quality customer service.Effectively engages with customer inquiries in a courteous and efficient manner according to the Bank's problem resolutions procedures.Accurately processes various customer transactions.Leverages problem-solving and strong communication skills to resolve customer issuesModels and promotes Customer Centric service standards to the teller staff.Initiates contact with customers to ensure satisfaction.Effectively recognizes relationship development opportunities and refers customers to appropriate area of the Bank.Enthusiastically participates in and supports Bank-sponsored marketing initiatives, sales meetings, training programs and campaigns/contests.Promotes a desire to help or serve both internal and external customers, to understand and meet their needs.Serves as an active member of the office customer service team with opening deposit accounts, taking loan applications, problem solving and providing Solutions to customers.Embraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, Partners, Insurance Group, Bay Coast Financial Services, Plimoth Investment Advisors, and Baycoast MortgageUses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.Strives to meet and exceed branch initiatives and goals.Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.Maintains a current registration with the Nationwide Multistate Licensing System (NMLS) if applicable.STAFFING AND COACHING
Manages the daily staffing schedule and maintains a smooth workflow behind the teller line.Motivates, trains, and coaches the staff to improve relationship development and service skills.Provides guidance to subordinates in the more complex or non-routine aspects of their work.Consistently ensures staff adherence to bank policies and procedures regarding branch operations, security and employment practices.Motivates staff to improve product knowledge through periodic testing.Provides recognition to staff for exemplary service.Provides training to new tellers, as needed.Coaches each staff member to provide exceptional service by completing monthly Observations and establishing action plans.Participates as a "team player" to accomplish branch tasks.Hel…
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