Customer Service Supervisor- Doylestown

Penn Community Bank; Doylestown (Bucks County); On-site; USD 45,000 - 70,000; Full time

Job summary

Penn Community Bank is seeking a Branch Supervisor to lead the CSR team, ensure adherence to policies, and coach staff for service excellence.

You will oversee cash settlement, vault, night deposits, and all branch operations while delivering outstanding customer service and promoting bank products.

Responsibilities include account maintenance, onboarding calls, end-of-day balancing, and using CRM to document interactions and referrals.

Qualifications

• High School diploma or equivalent required.
• 2 years banking experience or relevant work experience preferred.

Responsibilities

• Supervise and coach CSR staff and ensure compliance with Bank policies and procedures.
• Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and cash needs of the branch.
• Process customer transactions accurately and efficiently and perform account maintenance including address changes, ID updating, card and check ordering.
• Assist customers with complex service issues and coordinate with areas to provide timely resolution.
• Promote Bank products and services including investments and residential lending.
• Open personal and business accounts adhering to policies and procedures.
• Organize work to balance transactions at the end of the day.
• Provide outstanding customer service with a professional demeanor.
• Document customer conversations in the CRM and refer to other departments as needed.
• Responsible for CTRs, cash audits, and offline balancing; conduct wire transfers as needed.

Skills

Supervisory skills

Customer service

Banking knowledge

Detail orientation

Team coordination

NMLS knowledge

Education

High School diploma or equivalent

Associate's or Bachelor's degree preferred

Tools

CRM system

MS Office

Job description

Job description:

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

• Supervise and coach CSR staff and ensure compliance with Bank policies and procedures
• Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.
• Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.
• Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.
• Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending
• Open personal and business accounts adhering to all Bank policies and procedures when opening accounts.
• Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns
• Organize work to facilitate a timely and accurate balancing of transactions at the end of the day.
• Provide outstanding customer service while exhibiting a professional demeanor at all times.
• Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system.
• Responsible for operations and compliance items such as CTR's, cash audits, cash box difference monitoring and offline balancing.
• Conduct wire transfers and supervisor overrides as needed following the proper procedures
• Perform related duties as required

Compliance

• Comply with all applicable regulations and Bank policies regarding employment and employment law.
• Participate in annual compliance and other job-related training.
• Comply with applicable bank regulations, Bank policies and procedures.
• Comply with Bank's internal privacy and ethics standards.

Relationships and Contacts

Internal: Reports to Branch Manager / Sales and Service Manager; Frequent contact with Branch Team members to discuss sales products, services, policies, procedures and changes; Timely contact with team members from various levels of the bank

External: Frequent contact with current and potential customers regarding products and services; Representation of the Bank through community involvement and volunteerism

Education and Experience

• High School diploma or equivalent required; Associate's or Bachelor's degree preferred
• Minimum 2 years' banking experience or relevant work experience

Skills and Competencies

• Knowledge of Bank products and services
• Excellent customer service skills
• Ability to interact well with Team members and customers
• Supervisory and coaching skills
• Strong attention to details and accuracy
• Basic computer skills
• Ability to multi-task and remain organized
• NMLS preferred
• Ability to use sound judgment when making decisions on behalf of the Bank
  

Working Conditions

Traditional office environment with no unusual work conditions; the branch office maintains six day a week operations (Monday - Saturday) with operational hours depending on branch location. All branch Team Members are required to work a minimum of two (2) Saturdays per month.

Penn community Bank is an equal opportunity employer.