Lead Teller & Client Experience Supervisor

First-Command-Financial-Services; Fort Worth (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

First Command Financial Services in Fort Worth, TX, is looking for a Bank Client Service Associate Manager to lead teller operations, coach staff, and uphold client‑centric service.

Reporting to the AVP, Personal Banking, you will provide guidance on teller procedures, balance workflows, review large transactions, and reinforce policy compliance. This role emphasizes frontline leadership, risk awareness, and continuous improvement in a busy branch setting.

Qualifications

• BA/BS in a related field or equivalent professional experience.
• 3-5 years in financial services, banking, or customer service.
• 2+ years of leadership experience, with a focus on team coaching and development.
• Prior client-facing banking experience required.
• Experience handling escalated client situations and complex transactions preferred.

Responsibilities

• Serve as a brand ambassador for First Command and promote value-driven leadership.
• Support daily teller and branch operational functions as both a leader and individual contributor.
• Provide guidance, coaching, and support to tellers during client transactions and service interactions.
• Act as a Subject Matter Expert for teller procedures, banking products, systems, policies, and client service expectations.
• Assist leadership with the management of daily workflow, teller balancing, transaction volumes, and service priorities.
• Handle escalated issues from clients, financial advisors, and/or co-workers promptly, professionally, and effectively.
• Promote a strong control environment by ensuring policies, procedures, and regulatory requirements are consistently followed.
• Timely review and/or approve large transactions and clear understanding of authorized limits.
• Verify completion and accuracy of daily logs, balancing records, transaction documentation, and required operational reports.
• Remain current on fraud trends, identify and escape potential fraud, suspicious activity, operational risk, or process concerns as appropriate.
• Assist with training new tellers and supporting the ongoing development of existing team members.
• Provide in-the-moment coaching and feedback to reinforce service standards, accuracy, compliance, and operational excellence.
• Support associate development through training, mentoring, coaching conversations, and performance feedback.
• Assist with quality reviews related to teller transactions, client interactions, and service expectations.
• Ensure key procedures, job aids, and operational documents are reviewed and updated on a timely cadence.
• Partner with Quality Control, Compliance, Risk, Internal Audit, and leadership to ensure teller processes are operating as expected.
• Support initiatives and projects that enhance the client experience, improve operational efficiency, or reduce risk.
• Demonstrate sound judgment when applying bank policies, procedures, regulations, and approved exceptions.
• Balance multiple priorities in a fast-paced environment while maintaining accuracy, professionalism, and strong attention to detail.
• Monitor completion of required audits and support continuous improvement efforts to enhance compliance, operational efficiency, and the overall effectiveness of teller operations.

Skills

Client service

Leadership

Coaching

Communication

Problem solving

Attention to detail

Microsoft Office

Jack Henry

SilverLake

Education

BA/BS in related field

Tools

Jack Henry

SilverLake

Job description

First Command Financial Services in Fort Worth, TX, is looking for a Bank Client Service Associate Manager to lead teller operations, coach staff, and uphold client‑centric service.

Reporting to the AVP, Personal Banking, you will provide guidance on teller procedures, balance workflows, review large transactions, and reinforce policy compliance. This role emphasizes frontline leadership, risk awareness, and continuous improvement in a busy branch setting.