Job Title:       Customer Service Supervisor

Division:        Retail Banking

Location:      Mount Pleasant, SC

Position Summary:
Provides day to day coaching, direction and oversight of bank transactions that take place at the customer service counter and drive through window. Ensure each customer service specialist delivers a high level of friendly professional services to customers including handling, and posting transactions, and verifying funds. Ensures optimal scheduling of customer service specialist to meet branch service standards and transaction volumes. Responsible for all branch transactional reports. Observes and inquiries abut customer transactions to identify opportunities to meet customer needs and identify referral opportunities.   

Direct Reports: Customer Service Specialist, Senior Customer Service Specialist.

Core Responsibilities: 

1. Excellent Customer Service   

• Daily management of all customer service specialists at counter and drive through window.
• Implements staffing model schedules and recommends modifications based on traffic flow and transaction volumes.
• Responsible for scheduling to ensure service standards are meet.
• Ensures flexible and proactive planning is done to accommodate use of part time for vacancies, training, vacations and sick leaves.
•  Provided daily coaching to customer service specialists to ensure all service standards are met.
• Expert level understanding of all FRB products and services.
• Coach’s customer service specialists on how to identify a cross selling or referral opportunity with a customers.
• Takes ownership for customer problems/situations and ensures that they are resolved and that customer is satisfied.
• Understands issues/situations by separating emotion from fact and elevating the issue to their supervisor if needed.
• Actively participates in branch events.
• Pro actively spots opportunities to cross sell services and/or make referrals to meet customer needs.
• Acts as branch leader in absence of Manager.

2. Associate Development

•  Responsible for training of Customer Service specialists.
• Weekly meets with each Customer Service Specialist to review goals and results.
• Ensure development plans are in place for all Customer Service specialists.
• Identifies performance gaps and coaches to improve capability.

3.  Operational Excellence

Branch Transactions

• Accurately prepares branch balancing report.
• Ensures all associates are fully aware of and understands procedures during and after a robbery.
• Manages vault and maintains proper cash levels.
• Insures “bait” money properly recorded and placed.
• Demonstrates proper handling of all teller transactions.
• Understands and applies polices and procedures for safe deposit box, night depository, and vault transactions.
• Demonstrates proper application of compliance regulations.

 Branch Procedures

•  Responsible for ensuring all customer service specialists are familiar with proper branch opening and closing procedures.
• Understands and demonstrates proper use of transactions for closing accounts, Reg CC holds, stop payments, and bonds.
• Demonstrates proper use of supervisory transactions.
• Adheres to all internal and regulatory guidelines.
• Uses proper online tools for making and tracking referrals.
• Ensures accurate completion of night deposit and courier bags.

4. Live First Reliance Values  

• Commitment to Excellence

• Regularly reviews the data associated with areas of responsibility to identify trends and patterns for improvement.

• Teamwork

• Work with others in a candid and open manner.  
• Work collaboratively to identify solutions in the best interest of FRB.
• Treats others with respect.

• Continuous Improvement

• Develop an annual learning plan to improve job skills and knowledge.
• Share ideas openly with colleagues to find ways to improve the way we do our work.

• Customers First

• Provide customers with an enjoyable and positive experience. 
• Keep promises and commitments and adhere to established customer service standards.

• Achieve results

• Establish annual goals and take personal responsibility to achieve results.

• Trustworthiness

• Acts with integrity. 
• Respect the privacy rights of customers and associates.
• Tell the truth in all communications and do not mislead by commission or omission.

• Positive Attitude

• Model a positive attitude for others to emulate.
• Apologize when wrong.

5. Role Specific Competencies  

• Job Knowledge

• Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues. 

• Listening Skills

• Listens attentively to others, asks clarifying questions, actively listens, stays open to other viewpoints, and manages distractions and interruptions.

• Personal Organization

• Keeps information organized and accessible, maintains clean/functional work space, works systematically/efficiently, and manages time well.

Minimum Requirements:

• Associate’s degree or comparable experience.
• Minimum of 2 years supervisory or Customer Service Specialist experience.
• Strong customer service skills
• Ability and desire to interact and contribute in a team environment.
• Solid computer knowledge
• Attentive to Detail

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