Financial Center Supervisor - Hebron, CT

Berkshire Bank; Hebron (CT); On-site; USD 80,000 - 100,000; Full time

Job summary

A financial institution in Hebron, CT is seeking a Customer Service Supervisor responsible for overseeing a team of associates and ensuring excellent customer service. The ideal candidate should have supervisory experience, strong communication skills, and a customer-oriented mindset. The role involves tasks including transaction execution and client relationship management, requiring at least a high school diploma and more than 1 year of teller experience.

Qualifications

• Must have more than 1 year Teller experience.
• Must possess supervisory skills.
• Customer service experience is essential.

Responsibilities

• Supervise Customer Service Associates and Universal Bankers.
• Execute a variety of client transactions.
• Build and expand client relationships.

Skills

Customer service skills

Communication skills

Interpersonal skills

Computer skills

Supervisory skills

Education

High school diploma or equivalent

Banking courses

Job description

Job Description

Division: Retail Banking

Department: Various - Branch Network

Reports to: Financial Center Manager

Status: Non-Exempt

Grade: 6

Salary Range: $19.00 - $31.86

Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

Location: Hebron, CT - 115 Main St

Purpose / Objective

Identify customer needs to make needs-based sales and build customer loyalty. Consistently strives to satisfy customers by providing memorable customer experiences and digital engagement. Supervise all Customer Service Associate (CSA) and Universal Banker positions to ensure the efficient and effective operation of the Customer Service line. Duties may include assigning workflow, training CSAs, monitoring customer experience, and ensuring programs are in conformance with established procedures. Coach CSA and UB to relationship building opportunities, including new deposit accounts for customers.

Key Accountabilities

Client Service (Teller) Line Supervision and Operations - 40%

• Coordinates CSA and UB activities, manages scheduling, and assigns duties.
• Responsible for daily office work to ensure proper balancing of branch and timely delivery of work to appropriate departments.
• Monitors and maintains branch cash levels and prepares related reports.
• Works with CSAs to resolve more complex transactions, correct errors, and assist with difficult client requests.
• Provides input for the preparation of CSA's performance review.
• Resolves routine and complex personnel problems; provides input to Branch Officer on performance management issues and/or disciplinary actions.
• Oversees new hire training for CSAs and ongoing compliance training.
• Oversees daily banking procedures as related to the CSA line and ATM.
• Oversees the teller line audit process and ensures compliance with banking regulations, procedures, reporting, and record-keeping.
• Assists Financial Center Manager and/or Assistant Financial Center Manager with coaching and development of staff.
• Responds to off-hours branch alarm and ATM calls as required.

Teller (Customer Service Line) Duties - 30%

• Executes a variety of client transactions in accordance with Bank policy and procedures.
• Maintains knowledge of all products, policies, procedures, and banking regulations.
• Handles cash, balances own cash drawer with high accuracy.
• Acts as a deterrent to loss via robbery and fraud by following procedures and knowing the client.

Client Service and Relationship Development - 30%

• Build and expand client relationships using relationship-building tools.
• Participate in outbound calling to identify sales and service opportunities.
• Handle complex client issues while delivering excellent client service.
• Guide clients through digital services such as online and mobile banking.
• Demonstrate excellent telephone etiquette, communication, and client service to promote a positive image for the Bank. Lead through lobby management and ensure prompt assistance to clients.
• Maintain a cooperative work atmosphere and explain Bank policy to clients.
• Cross-sell and meet referral goals for banking products and services.
• Establish new services, such as debit cards, electronic services, and deposit accounts for clients.

Ensures compliance with all banking laws, rules, regulations, and policies to reduce risk and uphold ethical standards relevant to duties.

Must be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act, if applicable (by exception only based on business need). Available to work Saturday hours and travel to nearby offices as required.

Percentage of time spent on each area of key accountabilities will vary from branch to branch.

Prerequisites

• Must have more than 1 year (CSA) Teller experience.
• Must meet minimum required balancing requirements for CSA.
• Must possess supervisory skills — Financial Center Manager will provide examples of supervision, training, and operational abilities with written recommendations.

Education

• High school diploma or equivalent
• Banking courses

Experience

• More than 1 year Teller experience
• Customer service experience
• Supervisory experience
• Ability to work well with coworkers and provide direction and support
• Supervisory Skills

Skills & Knowledge

• Demonstrated superior customer service skills
• Strong communication skills
• Solid computer skills
• Strong interpersonal skills
• Ability to work in a flexible (cross-trained) environment

Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin. If you would like to contact us regarding the accessibility of our website, need assistance completing the application process, or would like to request alternative methods of applying, please contact [e-mail].

Location: Hebron, CT - 115 Main St