Customer Experience Supervisor I

Customer Experience Supervisor I

JOB SUMMARY:
Oversee the workflow and supervision of Associates performing money handling functions within the branch to ensure accurate, secure, and efficient processing of transactions to deliver exceptional customer service.  Identify sales opportunities while maintaining performance standards per policy and procedures.  This role also supports basic customer deposit account servicing needs and effective handoff for cross-functional services and referrals. 

RESPONSIBILITIES:
ESSENTIAL FUNCTIONS: 
a.    Ensure daily financial transactions are processed accurately, item imaging is completed timely and that all cash drawers are balanced at close of business.  Must perform all assigned duties in a professional, timely, accurate, and efficient manner as outlined in the money handling policy and procedures.
b.    Provide and model quality customer service to all current and prospective customers.  Greet clients and prospective clients extending courtesy, kindness, and genuine interest.
c.    Maintain basic knowledge of company products, services and promotions as each customer transaction should be perceived as an opportunity to educate customers on self-service, respond to inquiries or make referrals.
d.    Provide full-service banking by responding to customers’ inquiries quickly, demonstrating the ability to research and resolve problems and seamlessly handing off to Associates for account management or other cross-functional products and services when necessary.
e.    Supervise the workflow, scheduling and staffing of Associates handling money handling transactions to maintain efficient coverage during business hours.
f.    Maintain current knowledge of money handling policies and procedures, company policies, and regulatory requirements.
g.    Monitor transaction processing accuracy and provide immediate support for error resolution while engaging operations department when appropriate.
h.    Provide coaching and manage performance of direct reports in accordance with company policies.
i.    Oversee vault management and ensure adequacy of currency and coin supply in adherence to branch cash limits and security policies.
j.    Supervise the training of new Associates and support ongoing peer training efforts and resources to maintain high service levels.
k.    Act as the primary liaison for cash-related functions and process improvement between front-line Associates and internal departments.
l.    Participate in and coordinate Associates attendance at operational meetings, training and activities related to transaction processing, branch efficiency and other company initiatives.
m.    Cross train and maintain knowledge of basic account management inquiries and functions to serve as one-stop resource; refer customers to appropriate Associates for complex or specialized services.
n.    Ensure adherence to internal controls and risk management protocols for fraud detection and prevention.
o.    Other duties as assigned.

REQUIREMENTS:
Minimum Qualifications:
1.    High School diploma or equivalent.
2.    3-5 years of banking or cash handling experience.
3.    Previous leadership or supervisory experience preferred.
4.    Strong math and computer proficiency.
5.    Excellent attention to detail and organizational skills.
6.    Excellent customer service and communication skills.
7.    Professional appearance and behavior.
8.    Ability to maintain confidentiality and exercise sound judgment.
9.    Strong interest in and ability to cross sell products and service.

Physical Requirements:
Light Work - exerting up to 20 pounds of force occasionally, and/up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. Reaching, fingering, grasping, repetitive motions, stooping, crouching, standing, walking, lifting, climbing, kneeling, talking, hearing, pulling, pushing, thinking, concentrating and interacting with others.
You should be capable of performing in a reasonable manner, with or without reasonable accommodation, the activities involved in this job. A description of the activities involved in this job is listed above.

Machines Used:
Computer, scanner, debit card encoder, debit card printer, teller machine, 10-key adding machine, check encoder, fax machine, copy machine, telephone.

Note: The statements herein are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.