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BayCoast Bank · 1 month ago

FLOAT CUSTOMER SERVICE SUPERVISOR - East Bay Region

Troy Street Branch, Fall River, MA, US

Full-time

Onsite

Entry, Mid Level

$43K/yr - $54K/yr

1+ years exp

BayCoast Bank is a community banking institution, and they are seeking a Float Customer Service Supervisor to oversee customer interactions and ensure high-quality service across multiple branches. The role involves managing branch staff, resolving customer inquiries, and maintaining operational efficiency while promoting a customer-centric environment.

BankingFinanceFinancial ServicesVenture Capital

Responsibilities

Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction and ensuring that the teller staff consistently provides high quality customer service

Effectively engages with customer inquiries in a courteous and efficient manner according to the Bank’s problem resolutions procedures

Accurately processes various customer transactions

Leverages problem-solving by speaking clearly and persuasively in positive and negative situations. Listens and obtains clarification

Models and promotes Customer Centric service standards to the teller staff

Initiates contact with customers to ensure satisfaction

Enthusiastically participates in and supports Bank-sponsored marketing initiatives, sales meetings, training programs and campaigns/contests

Promotes a desire to help or serve both internal and external customers, to understand and meet their needs

Serves as an active member of the office customer service team with opening deposit accounts, taking loan applications, problem solving and providing Solutions to customers

Embraces the Bank’s commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, and Baycoast Mortgage

Uses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition

Strives to meet and exceed branch initiatives and goals

Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers

Maintains a current registration with the Nationwide Multistate Licensing System (NMLS)

Manages the daily staffing schedule and maintains a smooth workflow behind the teller line

Motivates, trains, and coaches the staff to improve relationship development and service skills

Provides guidance to subordinates in the more complex or non-routine aspects of their work

Consistently ensures staff adherence to bank policies and procedures regarding branch operations, security, and employment practices

Motivates staff to improve product knowledge through periodic testing

Exhibits confidence in self and others; inspires and motivates others to perform well. Effectively influences actions and opinions of others; accepts feedback from others. Gives appropriate recognition to others

Provides training to new tellers, as needed

Coaches each staff member to provide exceptional service by completing monthly Observations and establishing action plans

Participates as a 'team player' to accomplish branch tasks

Helps staff to develop their skills in order to achieve their goals which assist in their career path development

Responsible for overseeing the daily supervision of the teller line while performing the following duties: Responsible for the daily control of the vault, placing orders for cash in order to maintain an adequate on-hand cash supply. Ensures the security of the main branch cash, supplying and receiving cash to/from tellers when needed and is responsible for its settlement at days end

In the absence of the manager and when there is no Asst. Mngr. assigned, may be responsible for the daily operations of the branch and monthly and quarterly branch reports

Balances the ATM, night deposit and subject to verification bags daily

Issues Debit/ATM cards through Card @ Once and performs maintenance when cards are compromised due to lost, stolen or fraud

Demonstrates complete knowledge of Customer Service Associate (teller) transactions and performs Customer Service Associate (teller) transactions & other duties as needed

Consistently produces and exceeds the expected volume of teller transactions; adhering to the established teller difference limits

Prepares source documents completely and accurately and processes the appropriate paperwork correctly and promptly

Ensures monthly cash audits are completed/submitted on a timely basis

Maintains a high degree of accuracy, organization, and productivity in overseeing and conducting customer transactions

Signs bank checks, approves certain checks for encashment, and overrides certain transactions in accordance with proper procedures

Assists the Supervisory Staff in monitoring service performance and reports incidents to Branch Manager or Assistant Branch Manager

Assists in communicating goals and evaluating performance vs. goals set

Has a commanding knowledge of the features and benefits of BayCoast Bank products and services, ensuring the staff is also knowledgeable in products and services

Assists with the safe deposit box function

Process wire transfer request and approves wires in accordance with proper procedures

Accurately completes the loan application process

Inventories and orders branch supplies, as needed

Quickly responds to internal inquiries from other departments or areas

Maintains a neat, organized work area

Is responsible for opening and/or closing the branch in the absence of the Manager and Assistant Manager

Adheres to the Banks confidentiality policy and the safeguarding of customer information

Participates in Bank sponsored community events and organizations

Attends all required trainings/meetings as assigned or scheduled

Performs additional duties as requested

Qualification

Supervisory skillsCustomer serviceTeller operationsSalesforceBilingual Spanish/PortugueseProfessional telephone skillsInterpersonal communicationOrganizational skillsAttention to detailTeam player