Retail Services Supervisor

First State Bank’s mission is to treat the community as our home, customers as our neighbors, employees as our family, and by so doing, create value for our shareholders.  Our Core Values are: Genuinely Care, Trust, Relentless Improvement and Accountability.  All FSB employees perform their daily job responsibilities following these guiding principles in all aspects.

Summary:                               

Supervises and coordinates branch activities of Retail Services staff (New Account and Teller staff) in providing personalized banking services by performing the following duties:

Essential Job Duties & Responsibilities:

1. Assign duties, coordinate schedules, evaluate staff performance and implement strategies to improve results. 
2. Promote, monitor, and maintain a professional workplace environment.
3. Coach team members on effective sales conversations, objection handling, and customer engagement techniques.
4. Provide regular performance feedback aligned with KPIs and development goals.
5. Support onboarding and training for new staff members to build product knowledge and confidence in their roles.
6. Managing lobby safety, security, and maintenance.
7. Assist customers and staff with problem resolutions and special requests:
   1. Wires, debit card, and internet banking services
   2. Check ordering, stop payments, and closing accounts
8. Assisting customers with:
   1. Cross-training other staff members
   2. Understanding loan options, including terms and rates
   3. Consumer Loan application process
   4. Complete In-Branch Closing process for Consumer Loan customers
9. Build customer relationships through needs-based conversations that drive appropriate sales and customer loyalty.  Ensure all activities align with compliance requirements and support fraud prevention standards.
10. Participate in local area marketing initiatives and community engagement activities to drive new business.
11. Consistently meet or exceed monthly KPIs, including new accounts and referrals to other lines of business within the bank.
12. Contribute to the overall branch profitability by identifying revenue growth opportunities.
13. Address workplace conduct concerns through timely coaching and facilitated conversations.
14. Promote open communication and create an environment where staff members feel supported.
15. Foster a positive, high-performance culture focused on collaboration and accountability.

Knowledge, Skills & Abilities:

1. Customer and Personal Service – Knowledge of principles and processes for providing customer and personal services.  This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
2. English Language – Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
3. Mathematics – Knowledge of arithmetic, algebra, and their appllications.
4. Excellent attention to detail.

Job Specifications:

1. Oral Comprehension -- The ability to listen to and understand information and ideas presented through spoken words and sentences.
2. Oral Expression -- The ability to communicate information and ideas in speaking so others will understand.
3. Problem Sensitivity -- The ability to tell when something is wrong or is likely to go

wrong. It does not involve solving the problem, only recognizing there is a problem.

1. Information Ordering -- The ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g., patterns of numbers, letters, words, pictures, mathematical operations).
2. Number Facility -- The ability to add, subtract, multiply, or divide quickly and correctly.
3. Speech Clarity -- The ability to speak clearly so others can understand you both in person and over the drive-thru system.
4. Near Vision -- The ability to review customer information on the computer, as well as visually identify customer identity.
5. Speech Recognition -- The ability to identify and understand the speech of another person.
6. Mathematical Reasoning -- The ability to choose the right mathematical methods or formulas to solve a problem.
7. Reading Comprehension -- Understanding written sentences and paragraphs in work

related documents.

1. Physical Requirements - Lifting - The ability to lift a minimum of 10 lbs. up to a height of 3-4 ft. Standing/sitting - Must have the ability to remain in stationary positions 75% of the workday. Dexterity - The ability to operate a computer and other office machinery, such as a calculator, adding machine, copy machine and printer. Hearing - the ability to exchange accurate information to customers in regard to their accounts and/or banking procedures.

1. Active Learning -- Understanding the implications of new information for both current and future problem-solving and decision-making. The ability to learn technical material.

Other duties as assigned.

This job description is subject to change at any time.