Service Manager I

JOB DESCRIPTION

The Service Manager is responsible for leading the banking center’s teller operations by ensuring operational accuracy, regulatory compliance, and consistent service quality. This role oversees the execution of teller procedures, maintains strong internal controls, and develops teller staff through coaching and performance management. The Service Manager exercises independent judgment within established teller policies and procedures and serves as the primary escalation point for teller-related operational matters.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary. In addition, Incumbent may be required to rotate between banking centers, as needed

• Creates a welcoming environment and communicates professionally and effectively with customers and team members
• Consistently models and reinforces exceptional service standards and operational discipline
• Leads all teller operations, including transaction accuracy, cash controls, audits, compliance, risk management, and service execution
• Supervises the hiring, training, scheduling, coaching, evaluating, and counseling of teller staff
• Conducts teller observations, reviews large transactions, Reg CC holds, and exception handling
• Manages cash operations, including cash ordering, vault limits, dual controls, and surprise cash audits
• Ensures adherence to internal policies, procedures, and regulatory requirements related to teller operations
• Prepares and reviews teller-related reports and documentation as required
• Serves as the escalation point for teller issues, discrepancies, and operational concerns
• Performs teller transactions as needed to support operational flow and coverage
• Maintains accountability for assigned cash and ensures accuracy at all times
• Partners with the Banking Center Manager to support branch goals related to service quality, productivity, and operational effectiveness
• Participates in job specific training and other various Bank training programs, as necessary
• Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel
• Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel
• Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel
• Performs other related duties as required and assigned

QUALIFICATIONS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• High School Diploma or GED required
• Bachelor’s degree in business, marketing, or related field, preferred
• Minimum 3–5 years of teller experience, or 3 years of teller experience at Lone Star National Bank
• Demonstrated knowledge of teller operations, audits, and compliance controls
• Proven ability to coach, develop, and lead frontline staff
• Strong decision-making and problem-solving skills within a regulated environment
• Demonstrated ability to retain and consistently apply detailed operational and regulatory procedures
• High level of integrity, accountability, and attention to detail
• Ability to learn and adapt to new information, procedures, and technology platforms
• Proficiency in personal computers and Microsoft Office applications (Word, Excel, Outlook)
• Bilingual in English and Spanish required
• Ability to work flexible hours, including Monday through Friday and a rotating Saturday schedule, as business needs dictate

ORGANIZATION

• This position reports to the Banking Center Manager
• This position oversees the Tellers

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank’s Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity.  All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

ATTENDANCE

Punctuality and regular attendance should be regarded as essential functions of any position at Lone Star National Bank.

Among other things, "good attendance habits" mean the following:

• Be at your workstation ready for work by the start of each workday
• Remain at your workstation, unless the needs of the job require being elsewhere, except during authorized breaks (including restroom breaks)
• Take only the time normally allowed for breaks
• Call in and notify your supervisor or another member of management if you are going to be either absent or tardy
• Alternate work arrangements such as telecommuting or working from home are not permitted by Lone Star National Bank

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.