Operations Supervisor

Position Purpose

Provide leadership, direction, and assistance to the Deposit Operations and Customer Care Center departments to ensure the highest level of service is provided to bank customers and oversee operational task, including but not limited to payment processing, adjustments, statements, special handling, account maintenance, and ebanking services.

Job Duties And Responsibilities

• Lead a team of Customer Care Center Representatives whose responsibility is to respond to all in bound calls from customers in need of assistance
• Review customer phone calls to ensure CCC Representatives are providing an awesome customer experience, internally and externally.
• Lead the Deposit Operations team who is responsible for supporting products and services, including ACH, wire processing, online banking, and debit cards in addition to other back office related job duties. Deposit Operations also serve as support for Retail Operations.
• Responsible for work schedules to ensure maximum department coverage
• Responsible for hiring, training, and coaching both departments.
• Assist employees with the more complex customer issues.
• Create a constant team environment among each department by serving as a Role Model, Helper, and Advocate
• Ensure both teams are fully knowledgeable with all Bank products and services
• Recognize irregular, suspicious, or fraudulent transactions and notify the Fraud Department if needed
• Maintain knowledge of and ensure you and your team compliance with applicable regulatory requirements and internal policies and procedures.
• Complete required annual training and maintain knowledge relevant to the role.
• Participate in bank and community initiatives to strengthen visibility and reinforce Firstar’s commitment to the communities it serves.
• Perform additional responsibilities as assigned in support of the Bank’s priorities and objectives.