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Branch Supervisor

Branch Supervisor

St Mary's Bank Credit UnionMilford, NH, US
9 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Overview

Under the direction of the Member Experience Manager, the Member Experience Supervisor II, is responsible for leading and managing a team dedicated to providing exceptional service to members. The Supervisor oversees daily operations, ensuring that members' needs are met efficiently, and enhancing the overall member experience.

Key Responsibilities

  • Supervise, mentor, and support a branch team.
  • Oversee daily operations to ensure smooth workflow and adherence to service standards.
  • Handle escalated member inquiries and complaints, providing timely and effective resolutions.
  • Process transactions accurately and efficiently according to balance guidelines.
  • Monitor and evaluate the performance of the team, providing regular feedback and assessing goals and development plans.
  • Conduct regular training sessions to enhance team skills and knowledge.
  • Identify areas for process enhancement and implement solutions to improve efficiency and service quality.
  • Provide coverage and oversight of Sales and Service functions in order to assist in meeting the branch goals.
  • Prepare and present reports on team performance and member satisfaction metrics.
  • Ensure adherence to company policies, procedures, and regulatory requirements.
  • Lead special projects and initiatives aimed at improving the member experience.

Core Skill Competencies

  • Communication : Clear and effective communication skills, both written and verbal.
  • Leadership : Proven ability to lead and inspire a team, with a track record of achieving business goals and driving performance.
  • Member Focus : Commitment to delivering exceptional member service and enhancing the member experience.
  • Problem-Solving : Effective problem-solving skills to address and resolve member issues promptly.
  • Organizational : Ability to manage multiple tasks and priorities in a fast-paced environment.
  • Interpersonal : Strong relationship-building skills to foster a positive team environment and collaborate with other departments.
  • Technical Proficiency : Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and banking software applications.
  • Risk Management : Identify and mitigate risks.

    • Physical Demands

  • Prolonged periods sitting at a desk and working on a computer.
  • Occasional lifting of office supplies, up to 30 pounds.
  • Occasional travel may be required for events, meetings, or conferences.

    • Qualifications

  • Associates degree or equivalent work experience, bachelor’s degree preferred.
  • Minimum of 3 years supervisory experience in a member experience role.
  • Proficient understanding of sales and daily branch operations as it relates to teller and branch operational functions.
  • Knowledge of deposit and loan products required.
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    Branch Branch • Milford, NH, US