Branch Customer Experience Leader & Coach

University Bank; Ann Arbor (MI); On-site; USD 45,000 - 65,000; Full time

Job summary

University Bank in Ann Arbor, MI seeks a Customer Service Supervisor to lead branch staff, drive an exceptional customer experience, and support growth. You will coach employees, promote a proactive sales culture, and manage deposits, loans, and referrals while ensuring compliance and operational accuracy.

Responsibilities include staff development, performance management, and maintaining customer relationships.

Qualifications

• High School Diploma or equivalent required.
• Minimum of 2 years previous community banking experience required.
• Previous cash handling experience required.
• Previous customer service experience required.
• Must be a licensed notary public or willing to obtain certification.
• Previous supervisory experience desired.

Responsibilities

• Lead, coach, and develop branch staff, including scheduling, onboarding, training, and performance reviews with the Branch Manager.
• Help establish branch sales and service priorities and monitor performance.
• Promote a proactive, needs-based sales culture with effective customer conversations and product recommendations.
• Develop new and expanded customer relationships through lobby engagement and outreach.
• Complete banking sales for deposits and loans and refer customers to partners as appropriate.
• Maintain sales pipelines, referral activity, and goal progress; communicate results to leadership.
• Ensure staff explain products, fees, and digital banking solutions per policy and compliance.

Skills

Customer service

Supervision

Sales oriented

Education

High School Diploma

Job description

University Bank in Ann Arbor, MI seeks a Customer Service Supervisor to lead branch staff, drive an exceptional customer experience, and support growth. You will coach employees, promote a proactive sales culture, and manage deposits, loans, and referrals while ensuring compliance and operational accuracy.

Responsibilities include staff development, performance management, and maintaining customer relationships.