Financial Center Supervisor

Hancock Whitney; Town of Florida (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

Hancock Whitney in New York seeks an experienced financial center supervisor to lead daily operations, manage staff, and uphold service standards across client interactions.

You will drive sales and relationship-building, oversee cash handling and risk controls, and ensure compliance with banking regulations while delivering a superior client experience.

Qualifications

• High School Diploma or GED required.
• 3 years of cash handling and customer service in retail or branch banking, or Bachelor’s with 1 year of relevant experience.
• Proficient in Microsoft Office and ability to navigate multiple systems.
• Strong understanding of banking laws, regulations, and policies.
• NMLS registration under SAFE Act of 2008 required; background checks will apply.

Responsibilities

• Lead daily operational huddles and staffing.
• Provide guidance and feedback to associates on service and accuracy.
• Model lobby management to support a superior client experience.
• Foster teamwork and reinforce service standards.
• Build strong client relationships and identify financial needs.
• Educate clients on digital banking and self-service tools.
• Refer clients to partners for holistic solutions.
• Oversee cash management, dual control, and regulatory compliance.
• Open/close procedures, vault management, and teller balancing.
• Maintain branch equipment knowledge to ensure continuity.
• Support risk management and incident resolution.
• Maintain situational awareness in the lobby for security.

Skills

Leadership

Customer service

Sales

Communication

Education

High School Diploma or GED

Bachelor's degree with 1 year of relevant experience

Tools

Microsoft Office

Job description

ESSENTIAL DUTIES & RESPONSIBILITIES:

Leadership & People Management

• Lead daily operational huddles and assign staffing and scheduling duties to ensure efficient financial center operations.
• Provide guidance, training, and performance feedback to associates on transaction accuracy, policy adherence, and client service.
• Model professional behavior and effective lobby management to support a superior client experience.
• Foster teamwork and collaboration while reinforcing service and operational standards.

Client Service & Relationship Management

• Build and maintain strong client relationships through in-person and phone interactions to identify financial needs and recommend solutions.
• Conduct financial needs assessments and proactively act upon sales opportunities to meet assigned goals.
• Educate clients on digital banking channels and self-service tools to enhance convenience and engagement.
• Refer clients to specialized partners across the bank to ensure holistic financial solutions.
• Resolve client inquiries and issues promptly and effectively using sound judgment and product knowledge.

Sales & Business Development Support

• Drive proactive client outreach, including outbound calls and participation in community or educational events.
• Support branch-level sales initiatives by modeling consultative conversations and helping the team achieve sales and service objectives.
• Maintain knowledge of bank products, services, and promotions to support client acquisition and retention.

Operational Excellence & Risk Management

• Oversee operational integrity, cash management, and dual control procedures, ensuring compliance with policies and regulatory standards.
• Perform or assist with opening and closing procedures, vault management, night depository operations, teller balancing, and error resolution.
• Supervise cash limits, grant overrides as appropriate, and monitor outage resolution to mitigate operational loss.
• Utilize and maintain knowledge of branch equipment (ATMs, cash recyclers, currency counters, coin sorters) to ensure functionality and service continuity.
• Promote awareness of risk management culture and ensure adherence to the Financial Center Risk Management Review process.
• Maintain situational awareness in the lobby to balance client experience and security considerations.

MINIMUM REQUIRED EDUCATION, EXPERIENCE & KNOWLEDGE:

• High School Diploma or GED required.
• 3 years of cash handling and customer service experience in retail or branch banking, or Bachelor’s degree with 1 year of relevant experience.
• Working knowledge of Microsoft Office (Word, Excel, Outlook) and ability to navigate multiple systems.
• Strong understanding of banking laws, regulations, and policies.
• Registration with the National Mortgage Licensing System (NMLS) under the SAFE Act of 2008 required; employment contingent upon meeting registration and background standards.

ESSENTIAL MENTAL & PHYSICAL REQUIREMENTS:

• Ability to work under stress and meet deadlines.
• Ability to lift/move/carry approximately 50 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Equal Opportunity/Affirmative Action Employers. All qualified applicants will receive consideration for employment without regard to race, color, religious beliefs, national origin, ancestry, citizenship, sex, gender, sexual orientation, gender identity, marital status, age, physical or mental disability or history of disability, genetic information, status as a protected veteran, disabled veteran, or other protected characteristics as required by federal, state and local laws.