Retail Supervisor

Position Title:

Retail Supervisor

Department:

Retail

Supervisor:

Residential Loan/Relationship Bank Manager

Position Status:

Exempt

Position Purpose

Provide leadership, training, and operational oversight to the retail customer-facing staff, including Relationship Specialists and Bankers. Ensure efficient, accurate, and professional delivery of retail banking services while maintaining compliance with bank policies, regulatory requirements, and customer experience standards. Support objectives through effective staff development, operational excellence, and customer relationship management. This position will work in our multiple locations of Leighton, Monroe, Knoxville and Pella, Iowa.

Position Accountabilities

A. Demonstrate Outstanding Customer Service

• Model the bank’s values of integrity, flexibility, helpfulness, proficiency, and commitment.
• Ensure staff deliver exceptional service that helps customers achieve their financial goals.
• Maintain the security and confidentiality of customer information.
• Promote a customer-first culture that delivers fast, friendly, and accurate service.
• Resolve escalated customer issues with professionalism and sound judgment.
• Monitor service standards and customer satisfaction.

B. Demonstrate Effective Management/Supervision of the Retail Operations

• Direct and manage the accuracy, productivity, and efficiency of Relationship Specialist and Banker operations.
• Monitor daily activities including cash handling, new accounts, customer transactions, and service resolution.
• Maintain vault and ATM oversight, including cash ordering, verification, balancing, and audits.
• Identify and implement solutions that enhance operational accuracy, consistency between branch offices, efficiency, and risk mitigation.
• Oversee scheduling to ensure adequate and appropriate coverage in branches; Requiring collaboration between departments.
• Collaborate with other departments to ensure consistent delivery of retail banking products and services and to promote cross-selling.

C. Provide Leadership, Training, and Staff Development

• Lead, coach, train, hire and develop staff in customer service, compliance, systems, and product knowledge to achieve performance goals.
• Supervise Relationship Specialists and Bankers by assigning work, scheduling coverage, and conducting Compass Meetings and Compensation Reviews; Assist with hiring staff as needed
• Assist staff in resolving complex customer issues and escalations.
• Support cross-training and development of universal banking skills.
• Support and develop efficiencies and provide consistency across branches.
• Travel to various branches regularly

D. Demonstrate Effective Relationship and Product Support

• Guide staff in identifying customer needs and recommending appropriate products.
• Ensure accurate and compliant new account opening and account maintenance.
• Support Relationship Specialist and Bankers through coaching and accountability.
• Assist customers in determining appropriate financial products and services.
• Assist in responding to inquiries regarding deposit accounts, debit cards, and account discrepancies.
• Detect and act on fraudulent transactions to prevent bank losses.

E. Demonstrate Commitment to Life-Long Learning and Professional Development

• Remain current on deposit products, financial services, technologies, and regulatory requirements.
• Effectively use existing and emerging banking technologies.
• Stay current on customer needs and banking trends.
• Support staff in staying current with evolving banking regulations and procedures.
• Build relationships and expand the bank’s local presence; Provide community involvement by participating in community events and organizations.

F. Actively Contribute to Leighton State Bank Continuous Improvement.

• Promote collaboration and a positive team environment across all branch locations.
• Execute strategic initiatives as directed by management.
• Complete other operational duties, projects, and assignments as needed.
• Lead or support branch initiatives that improve efficiency, consistency, and customer experience.

G. Perform other projects and duties assigned by Leadership.

Position Qualifications

A. Education and Experience

• Possess a degree from a post-secondary educational institution OR a minimum of 3 years of related banking experience, including Relationship Specialist/Teller, customer service, or banker roles. Supervisory experience preferred.

B. Knowledge, Skills and Abilities

• Leadership: Ability to motivate, inspire, and guide staff through change.
• Customer Service: Strong understanding of customer needs and service standards.
• Judgment & Decision Making: Ability to analyze variables and make sound decisions.
• Communication: Strong verbal, written, and interpersonal communication skills.
• Technology: Proficiency with Microsoft Office, banking systems, and digital banking tools.