Customer Relations Supervisor

Peoplesbank; Holden (MA); On-site; USD 56,000 - 60,000; Full time

Job summary

Cornerstone Bank in Holden, MA is seeking a Customer Relations Supervisor to lead daily branch operations, supervise staff, and ensure excellent service. The role emphasizes hands-on customer care, staff development, and adherence to banking policies.

Ideal candidates demonstrate strong communication, organizational skills, and the ability to manage cash processes while promoting branch initiatives and customer satisfaction in a community-focused environment.

Qualifications

• Ability to supervise and train staff
• Demonstrated customer service skills
• Comfort with basic math calculations
• Strong verbal and written communication
• Willingness to work extended and weekend hours
• Experience with bank products and procedures

Responsibilities

• Supervises daily branch activities and trains staff
• Handles cash and daily transactions
• Provides customer guidance to meet financial goals
• Follows up with customers and supports branch targets
• Promotes branch initiatives and promotions
• Ensures regulatory compliance and proper documentation

Skills

Customer service

Communication skills

Math skills

Organizational skills

Interpersonal skills

Tact and diplomacy

Education

High School Diploma

Bank training

Tools

Office equipment

Computer terminal

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Relations Supervisor

Regular Full time Holden, MA, US

2 days ago Requisition ID: 2697

Salary Range: $27.00 To $29.00 Hourly

About Cornerstone Bank

Cornerstone Bank was established in 2017, built on a legacy of community support and a commitment to helping individuals and businesses thrive. With deep roots in Worcester County and a strong presence throughout Central Massachusetts, Cornerstone combines the strength of a traditional bank with the personalized service of a local institution. Our community-based banking model allows us to deliver exceptional service with a personal touch -every time. At Cornerstone Bank, we foster a collaborative and inclusive workplace where innovation, teamwork, accountability, and excellence are more than just values—they’re how we work every day. We empower our employees to grow professionally, serve their communities, and deliver outstanding customer experiences.

Position Summary

As a Customer Relations Supervisor at Cornerstone Bank, you play a key role in supporting the Bank’s mission of helping individuals and businesses thrive by delivering exceptional, relationship-based service. Rooted in the communities of Central Massachusetts, this role combines hands-on customer service with branch leadership, overseeing daily operations, supporting staff training and development, and ensuring compliance with banking regulations and policies. The Customer Relations Supervisor builds strong, trusted relationships with customers by identifying their financial goals and providing thoughtful guidance, while also maintaining operational excellence through cash management, transaction oversight, and promotional activities. Working collaboratively within the branch management team, this position supports a welcoming, inclusive banking environment where teamwork, accountability, and outstanding customer experiences are achieved every day.

Responsibilities and Accountabilities

• Supervises and schedules the daily activities of the Branch as needed and assists in the training and development of staff; introduces and orients the staff to new products, services procedures, etc.
• Verifies and distributes cash as required. Orders cash and negotiable instruments, verifies delivery and prepares cash shipments. Balances value and branch.
• Builds trust with customers by identifying financial goals through established customer experience processes and proactively provide advice and guidance to customers to help them meet their financial goals.
• Follows up with customers as outlined in the customer experience process. Work within the established framework to achieve branch targets.
• May take part in bank wide projects and initiatives.
• Actively participate, promote and coordinate any and all promotional activities within the Branch.
• Provides efficient, effective and courteous customer service. Perform a variety of transactions to service the customer, including processing deposits, withdrawals, payments, night drop bags, check cashing, etc.
• Ensures that transactions are processed and the proper documentation is completed in compliance with applicable laws and regulations, ie. Reg CC and the Bank Secrecy Act, etc.
• Maintains and exercises override / approval authority as part of the management team of the branch.
• Performs all duties in accordance with prescribed regulatory compliance guidelines.
• Other related duties as requested.

Qualifications

• Ability to give and accept instruction and the desire to oversee and assist others
• Demonstrated customer service skills
• Must be comfortable performing basic math calculations
• Strong verbal and written communication skills; possesses professional communication ability including active listening
• Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
• Excellent organizational skills
• Capable of handling sensitive and confidential situations and documentation
• Must be available to work extended and/or weekend hours and attend training as needed
• Must be able to use various types of office equipment, including computer terminal

Education/Training/Experience

• High School Diploma or equivalent
• Must have One year or more experience with working knowledge of the Bank’s products, policies and procedures
• Requires twelve to eighteen months in branch training to learn all aspects of position

INDEPENDENT ACTION

Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.

Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.