Operations Services Supervisor (Teller Manager)

First Citizens; Vancouver (WA); On-site; USD 68,855,000 - 93,155,000; Full time

Job summary

First Citizens Bank is seeking an Operations Services Supervisor to lead the operations of a single branch and manage the service line team. The role processes teller transactions, handles customer service requests, and promotes bank capabilities to customers.

A successful candidate will coach staff, drive sales referrals with bank partners, ensure regulatory compliance, and maintain high service standards in a fast-paced retail banking environment.

Qualifications

• Bachelor's Degree plus 1 year of experience OR High School Diploma plus 5 years in financial services or branch operations management.
• Experience in financial services, customer service, bank operations, or branch operations management.
• Proficient in financial literacy and knowledge of retail banking products.

Responsibilities

• Team management and coaching to improve performance and drive results.
• Develop service standards and identify sales or referral opportunities.
• Ensure regulatory and policy compliance and efficient operations.

Skills

Financial literacy

Retail banking products

Operations management

Education

Bachelor's degree + 1 year experience OR High School Diploma/GED + 5 years experience

Job description

Overview

At First Citizens Bank, together we become better. We're looking for people who want more than just a job - who want to make a difference in the communities where we live and work. As an Operations Services Supervisor at First Citizens Bank, you will be responsible for the operational management of one branch and managing the team of service line associates. This position processes teller transactions and other customer service requests, and facilitates customer awareness and education of bank capabilities, tools and resources. It is responsible for identifying and referring sales opportunities to the appropriate bank partner. This position supports the sales efforts of a branch team. A successful candidate will demonstrate:

Management Skills: Capable of managing and developing members on a team to ensure operational soundness

Customer Service Skills: Demonstrates professionalism and empathy in customer interactions

Adaptability: Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team

Teamwork: Strives to build strong working relationships with those on their team as well as cross-functional relationships

Influence: Capable of building rapport with different personalities to drive positive results

Sales Skills: Ability to support team with client servicing calls, identifying client needs or opportunities by fulfilling the need or referring the client to the appropriate branch team members or specialist

Communication Skills - Interpersonal: Comfortable and confident with proactively engaging in conversation with different audiences

Responsibilities & Qualifications

Duties & Responsibilities:

• Team Management - Manage performance and personnel functions for a team, ensuring operational soundness while executing on a plan to deliver results that create value for the customer and meet the financial expectations of the bank. Drive accountability to role expectations, responsibilities and authorities, providing one on one feedback and coaching that supports associate development and achievement of results. Regularly and proactively leverage the expertise of bank partners, other managers or team
• Service Standards - Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for way to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
• Operations and Administration - Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.

Position Specific Skills:

• Financial literacy
• Knowledge of retail banking products and services
• Operations management

Qualifications:

Minimum Required Education and Experience: Bachelor's Degree and 1 years' experience OR High School Diploma or GED/Equivalent and 5 years' experience in Financial services, customer service, bank operations, or branch operations management

Preferred Area of Experience:

• 5+ years in general bank
• 5+ years in people management
• 3-5 years in bank operations
• 3+ years in sales

Additional Information

The base pay for this position is generally between $24.03 to $32.51 per hour. Actual starting base pay will be determined based on skills, experience, location, and other non-discriminatory factors permitted by law. For some roles, total compensation may also include variable incentives, bonuses, benefits, and/or other awards as outlined in the offer of employment.

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.