Universal Supervisor

Objective

• Serves customers by being the single point of contact for walk-in customers, fulfilling sales, service and referral needs for a seamless customer experience.
• Monitors customer service transactions and provides work direction to other Universal and Teller staff.  
• Supervises the traditional teller service area to ensure customer service and compliance objectives are consistently met. 
• Guides and trains other Universal and teller employees; meets work and cost standards; completes balances; records night deposits; maintains security; protects and promotes bank’s image. 
• Outgoing and proactive with strong listening and verbal communication and able to engage a customer in conversation and identify opportunities for bank products/services to meet customer needs

Responsibilities/Duties

Supervisory/Sales & Service

·       Manages a high level of quality customer service at all times from each Universal and teller employee.

·       Responsible for creating an exceptional customer experience for each and every customer conducting transactions.

·       Provides input to performance evaluations for Universal and teller employees.

·       Coaches and counsels Universal and teller staff on a regular basis about policies and procedures.  Provides guidance and direction to other Universals and tellers.

·       Manages schedule for shifts/lunches to ensure branch coverage.

·       Provides on the job training for Universals on an as-needed basis.

·       Monitors staff to ensure compliance with Firstrust’s policies and procedures.

·       Will always set a positive example in all areas of leading the Universal and teller team.

·       Will work with staff daily to keep them motivated to exceed referral goals.

·       Will open deposit accounts.

·       Will build relationships and sell consumer credit products with an NMLS license.

·       Leads by example by meeting goals in all sales activities. Supports, coaches and motivates the team to exceed sales activity goals and product referrals.

·       May be involved in developing and implementing recognition and improvement plans.

·       Will help champion all sales, service and Firstrust strategic initiatives.

·       Helps Branch Manager and/or Assistant Manager develop tactics to ensure branch is meeting its goals.

·       Makes decisions and provides Supervisor Overrides for transactions within their supervisor authority level limits.

·       Performs other responsibilities as requested by branch management.

Operational

·       Manages branch vault, daily settlement and dual control for all Universal and Teller staff.

·       Manages branch differences and reports on a daily basis.

·       Leads and works with branch employees to locate cash discrepancies.

·       Manages unusual window transactions and answers difficult customer and Universal and Teller questions.

·       Performs a variety of customer service transactions as needed.

·       Verifies money received or sent for cash shipments. 

·       Will ensure all work is completed accurately and follows up with any outstanding items.

Audit/Security

·       Ensures compliance with all Bank policies and procedures and federal regulatory guidelines.

·       Ensures compliance with all audit and security procedures.

·       Communicates to staff on new policies and procedures.

·       Conducts surprise Universal and Teller cash audits on a monthly basis.

·       Conducts required audits on official checks, money orders and counter checks.

·       When needed will conduct audits, i.e., drawer, vault, ATM etc.

·       Will comply with all opening and closing procedures.

Mission/Values

·       Demonstrate behaviors consistent with our Mission/Values.

·       Holds others accountable and insists the team demonstrates the behaviors consistent with our Mission/Values.

Teamwork

·       Demonstrates teamwork through flexibility and maintains effective communication with other departments to achieve Community Banking objectives and goals.

·       Partners with all areas of the Bank to provide seamless service to our customers.

·       Continuously looks for ways to improve the overall team performance.

Best in Class

Quality Customer Service

·       Holds others accountable and insists the team demonstrates the behaviors consistent with our Mission/Values.

·       The Universal Supervisor will set the tone for the Universal and Teller team around the urgency of meeting and exceeding the customers’ needs and expectations.

Essential Functions

• Ability to lift heavy coin trays and stand for prolonged periods of time.
• Ability to work evenings and weekends based on branch needs.
• Willingness to travel locally as needed.
• Extensive telephone work involved.
• Excellent interpersonal, analytical and problem-solving skills.
• Ability to learn and sell bank products and services.
• Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.
• Strong listening and verbal communication skills.

Knowledge - Skills & Abilities

• One to two years of job-related experience.
• Excellent interpersonal and supervisory skills, as well as computer skills.
• High school diploma or equivalent experience required.
• Must be knowledgeable of Bank policies and procedures.
• Be able to work 40 HOURS PER WEEK.
  • HOURS ADJUSTED IF WORKING SATURDAYS.
  • EXPECTED TO WORK 2-3 SATURDAYS PER MONTH/AS NEEDED.