Member Service Supervisor - Riverwalk

Description

Role

Responsible for assisting the branch manager in the overall management of the branch. Individual supports efforts to maximize revenue, sales, customer satisfaction, and minimize operational losses as well as deepening existing relationships and minimizing customer attrition. Contributes to the implementation of promotional campaigns and product initiatives at the branch level.

Major Duties and Responsibilities

Assists in training, directing and monitoring attendance. Monitors performance and makes recommendations to manager for evaluations. Interviews for open positions and makes recommendations to the manager. Works with branch personnel to improve cross selling and balancing skills and to provide updates on policy and procedure changes.

Exercises direct supervision over assigned staff, including approval of corrections and overrides, compliance with company policies and procedures and completion of all daily posting and reconciliations.

Investigates and resolves member complaints, and researches member situations to resolve issues involving fees, loan servicing, etc.

Reviews and evaluates Teller and Member Service Representative performance at regular intervals. Ensures minimum performance standards are met.

Balances operational controls in order to minimize risk to the company. Performs surprise cash audits, including ATM audits. Performs pre and post closing peer reviews of loans originated by branch staff.

Interviews prospective candidates for Teller and Member Service positions. May make recommendations to the Branch Manager or may serve as the selecting official.

Performs branch opening and closing duties as assigned.

Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.

Qualifications

Knowledge and Skills

Experience

Two to Five years of similar or related experience, including time spent in preparatory positions.

Education/Certifications/Licenses

A high school degree or GED is required.

Interpersonal Skills

A significant level of trust and diplomacy is required to be an effective subject matter expert in the position. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors of a sensitive and/or highly confidential nature is a normal part of the day-to-day experience. Communications can involve motivating, influencing, educating and/or advising others on matters of significance.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 20 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of travel by automobile (as driver and passenger), commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled private office with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with extreme accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.