Retail Experience Supervisor

Retail Experience Supervisor

The Retail Experience Supervisor is responsible for delivering and championing exceptional customer experiences across all retail banking touchpoints. This role combines the responsibilities of a Universal Banker with leadership duties, ensuring that every customer interaction is positive, personalized, and aligned with the bank's service standards. The Supervisor leads by example, supports staff development, and fosters a culture centered on customer satisfaction, loyalty, and trust.

Key Responsibilities :

• Perform Universal Banker duties while allocating time for supervisory responsibilities that enhance the customer experience.
• Serve as the primary resource for staff regarding customer experience standards, operational procedures, and service excellence.
• Resolve escalated customer experience issues with professionalism and empathy.
• Coach and mentor retail staff to deliver consistent, high-quality customer interactions and promote a customer-first mindset.
• Lead training initiatives focused on enhancing customer engagement, service delivery, and cross-functional knowledge.
• Review operational and service-related reports to identify trends and opportunities for improvement.
• Conduct performance evaluations with a focus on customer experience metrics and service goals.
• Provide ongoing feedback and coaching to support staff growth and accountability.
• Oversee vault and ATM operations, ensuring accuracy, security, and timely service.
• Recommend and implement improvements to streamline operations and elevate the customer journey.
• Ensure compliance with all training, regulatory, and service standards.
• Embody and promote the Bank's Core Values in all interactions with customers and team members.

Other Experience and Qualifications :

High school diploma or equivalent; additional education or training in leadership or customer experience is preferred. Demonstrated excellence in customer service and communication. Strong knowledge of Teller and Universal Banker operations. Proven leadership skills and the ability to inspire a customer-focused team. Ability to maintain confidentiality and handle sensitive information with discretion. Flexibility to work a variable schedule, including Saturdays. Strong multitasking and organizational skills. Physical ability to stand for extended periods and manage tasks involving computers, paperwork, and cash handling. Ability to travel to other branch locations, as needed.

Physical Demands :