Personal Banker Supervisor

Summary:

Under the supervision of the Branch Manager/Branch Administrator, will act according to established policies and procedures, Personal Banker Supervisors are expected to provide excellent client service, ensuring that client needs are met and have a strong desire to direct clients to Products and Services that will help minimize client’s financial pressures. A Personal Banker Supervisor is expected to build a professional relationship through rapport and listening to the financial needs of the client. Such services will include activities as Deposit account activities, opening new accounts, handling IRA/Roth retirement accounts, cross-selling bank services, maintaining account records and accept Consumer Loan applications. Will be a support for their Branch Manager, if applicable, and Personal Banker team.

Key Responsibilities:

• Adheres and complies with all Bank policies and procedures, and Federal and State regulations.
• Represents the bank to the clients in a courteous, professional manner.
• Provide prompt, efficient, and accurate service when processing transactions. Transactions include, but are not limited to, deposits, withdrawals, loan draws, loan payments, cashier’s check purchases and Safe Deposit Box payments.
• May be responsible to ensure that the night depository bags are checked, and proper information is recorded.
• May be responsible to ensure that the ATM balances and recorded.
• Responsible for balancing each day’s transactions and verifying cash totals for his/her station. Reviews work to locate any differences and ensure that all differences are properly initialed and reported to the Branch Manager.
• Work with the Deposit Operations and other departments when needed.
• Answers client questions and provide solutions.
• Identify and inform clients of the account status discrepancies and disputes and provide options to resolve. Verify the accuracy of client information within Navigator i.e., driver’s license, contact information and client address.
• Troubleshoot issues with debit cards, online banking & account issues.
• Provides assistance in opening and closing procedures of the branch office
• Open new accounts and perform account maintenance.
• Refer and assist in set up of Treasury Management Services
• Accepts consumer loan applications and assists with consumer loan application process.
• Actively listen to clients to uncover needs and offer solutions that minimize financial pressures.
• Responsible for the communication with the appropriate source and follow-up to ensure customer satisfaction when referrals are made/received.
• Recognize client needs and build upon development of relationships by listening for trigger words in conversation or being aware of personal or family changes. Make recommendations to appropriate services and products they currently may not be using to ensure exceptional client service.
• Comply and work toward the branch goals to achieve and/or exceed branch growth potential.
• Act as back up for the Branch Manager duties
• Actively offers and performs client service such as opening personal and business accounts for new and existing clients, as well as client account changes and maintenance.
• Recognizes and provides referrals for other Bank services such as, OakLeaf Financial, Oak Mortgage Insurance, Oak Title, and Trust.
• Works with team members to coach, train and establish personal and customer goals, while recognizing opportunities to diffuse any negative behavior by providing professional banking opportunities and documenting any unwanted behavior or results.
• Responsible for providing appropriate staff for the branches scheduling needs.
• Responsible for all direct reports timecard approvals in the Human Resource Management System (HRMS).
• Possesses knowledge about bank security and emergency procedures (Robbery procedures, extortion/bomb threat, fire, power failure and tornado/take cover procedures)
• Required to attend weekly Frontline meetings or watch recorded meeting.
• Other tasks as assigned.

Supervisory Responsibilities -

• Supervise the Personal Bankers within their assigned branch.

Qualifications:

• Have knowledge of products and services.
• Have knowledge to perform each essential duty satisfactorily.
• Knowledge and ability to communicate effectively with the Team, internal Business Partners, and potential and existing customers. Must have the ability to understand and work from oral and written instructions.
• Must have the ability to perform basic math skills and to calculate simple to complex transactions.
• Must have ability to remain calm and professional during peak periods of activity and manage multiple tasks simultaneously. This job requires employee to prioritize/organize work, and applies common sense, as well as proofread and edits documents for accuracy. Employee must have the knowledge and ability to troubleshoot and develop solutions to customer problems in a timely manner.
• Must be able to use office equipment and bank systems. This includes computers, phones, fax machine, scanners, printers, etc.

Education and/or Experience:

Obtained a Highschool diploma and 2 years related experience and training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations:

Not applicable.

Work Environment:

General office working conditions exist. Employee may experience sustained moderate/high periods of activity with multiple tasks being performed. They may experience communication with a variety of internal and external sources under favorable and unfavorable conditions. Noise level in the work environment is usually minimal.