FLOAT CUSTOMER SERVICE SUPERVISOR

POSITION DESCRIPTION

POSITION TITLE :     FLOATING CUSTOMER SERVICE SUPERVISOR

DEPARTMENT :          COMMUNITY BANKING / BRANCH ADMINISTRATION

LEVEL :                          105

LOCATION :                Metro West Region, Needs to be available to Float between our Foxborough, Berkley, & N Dighton Branches - May be eligible for Mileage Reimbursement

FUNCTION : N / A

Under the direction of the Regional Manager, the Float Customer Service Supervisor is at the forefront of customer interactions that provides high quality service that earns the long-term loyalty of our customers at various locations, where needed .   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 Float 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 BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction and ensuring 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 by speaking clearly and persuasively in positive and negative situations. Listens and obtains clarification.
• Models and promotes Customer Centric service standards to the teller staff.
• Initiates contact with customers to ensure satisfaction.
• 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, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, and Baycoast Mortgage
• Uses 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).

STAFFING AND COACHING

OPERATIONAL

Responsible for the daily control of the vault, placing orders for cash in order to maintain an adequate on-hand cash supply.         Ensures the security of the main branch cash, supplying and receiving cash to / from tellers when needed and is responsible for its settlement at days end.

Knowledge / Skills / Experience Requirements :

Minimum 1- year experience as a teller in a bank or other financial institution.  Strong

supervisory and interpersonal communications skills.  A thorough understanding of teller

operations.  Professional telephone communications skills.  Enthusiastic, customer-

focused team player.  Organized and dependable.  Good knowledge of bank terminology,

products and services. Skilled in typing and general use of office equipment.  Ability to

work accurately with figures and to perform detailed work.   Positive and helpful attitude.

Physical / Work Condition Requirements :

In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position.  Reasonable employee accommodation for physical or mental disabilities will be considered on a case-by-case basis.  While performing duties the employee is required to sit, talk, hear, lift up to 50 lbs. pull open and close the vault or cash safe door, and may be required to work evenings and / or weekends, attend remote meetings and / or travel.

Equipment Used :

General office / bank equipment.  Computer, printer, coin machine bill counter, copier, scanner, FAX, Card @ Once instant Debit / ATM card printer, safe deposit time recorder, alarm system, surveillance monitoring system.

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