Customer Service Manager (Teller Manager)

The First National Bank Of Williamson; Fort Wright (KY); On-site; USD 50,000 - 70,000; Full time

Job summary

The First National Bank Of Williamson is seeking a Customer Service Manager in Fort Wright, Kentucky. This full-time role involves leading branch operations by supervising teller staff, ensuring compliance with policies, and enhancing customer experience. Responsibilities include overseeing cash operations, training tellers, resolving escalated issues, and implementing compliance protocols. Ideal candidates should have a degree in business or finance, with supervisory and banking experience. Join our team to support our community's financial needs while fostering a culture of service excellence.

Qualifications

• 3 years of supervisory experience.
• 1 year of banking experience.
• Knowledge of banking operations and compliance standards preferred.

Responsibilities

• Supervise, train, and coach teller staff.
• Conduct transactions and oversee daily branch operations.
• Implement and monitor risk management, security, and cash handling policies.
• Resolve escalated customer service issues.
• Support strategic service initiatives and branch goals.

Skills

Strong leadership and team-building abilities

Customer-focused mindset with problem-solving skills

Excellent communication and interpersonal skills

Ability to manage multiple priorities effectively

High attention to detail and accuracy

Education

Associate’s degree in business, finance, or related field

Job description

Customer Service Manager

Position Summary

Full time, Non- Exempt. Pay Grade: Grade 7. The Customer Service Manager leads branch operations by supervising teller staff, ensuring compliance with policies, and delivering exceptional customer experience. This role is responsible for managing daily cash operations, balancing accuracy and security, and upholding risk management and compliance standards within the branch. In addition to overseeing staffing, training, and performance development for tellers, the Customer Service Manager serves as a point of escalation for customer concerns and fosters a culture of service excellence. By combining strong leadership with operational expertise, this role ensures branch efficiency, strengthens customer relationships and supports the bank’s overall growth and reputation in the community.

Minimum Qualifications

• Associate’s degree in business, finance, or related field or equivalent experience.
• 3 years of supervisory experience
• 1 year of banking experience.
• Knowledge of banking operations and compliance standards (preferred).

Key Responsibilities

• Supervise, train, and coach teller staff.
• Conduct transactions and oversee daily branch operations, including balancing and compliance.
• Implement and monitor risk management, security, and cash handling policies.
• Resolve escalated customer service issues.
• Support strategic service initiatives and branch goals
• Follow all security, risk, and compliance protocols alongside bank policies and procedures.

Competencies

• Strong leadership and team-building abilities.
• Customer-focused mindset with problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple priorities effectively.
• High attention to detail and accuracy with demonstrated ability to handle confidential information responsibly.

General Requirements

• Must be able to lift and carry up to 10 pounds.
• Some travel to branch or offsite locations may be required.
• Ability to sit, stand, and operate a computer for extended periods of time.
• Must comply with all bank policies, procedures, and regulatory requirements.
• Maintain a professional appearance and demeanor.
• Demonstrate confidentiality, integrity, and sound judgment in all interactions.
• Must be able to work evenings and weekends as business needs dictate.