Personal Banker Supervisor

Sturgis Bank; Climax (MI); On-site; USD 42,000 - 66,000; Full time

Job summary

Sturgis Bank is seeking a Personal Banker Supervisor to lead client service at the branch, building relationships and guiding customers to products that ease financial pressures.

Under Branch Manager supervision, you'll open accounts, handle IRA/Roth, process loans, cross-sell services, and supervise Personal Bankers while ensuring compliance with bank policies. Strong communication, math, and multitasking skills are essential.

Qualifications

• Knowledge of bank products and services.
• Ability to perform essential duties satisfactorily.
• Effective communication with team, partners, and customers.
• Basic math skills for transactions.
• Ability to stay calm during peak periods and manage multiple tasks.
• Familiarity with bank systems and office equipment.

Responsibilities

• Adhere to bank policies and procedures and regulatory requirements.
• Represent the bank courteously to clients.
• Provide prompt, efficient, and accurate service for deposits, withdrawals, and loan-related transactions.
• Balance daily transactions and report discrepancies to the Branch Manager.
• Open new accounts and maintain account records.
• Assist in setting up Treasury Management Services.
• Process consumer loan applications and support loan processes.
• Coach and support junior staff and ensure client satisfaction.
• Refer clients to related bank services and maintain branch goals.

Skills

Customer service

Communication

Cross-selling

Team leadership

Time management

Education

High school diploma

Tools

Bank systems

HRMS

Job description

Summary

Under the supervision of the Branch Manager/Branch Administrator, will act according to established policies and procedures, Personal Banker Supervisors are expected to provide excellent client service, ensuring that client needs are met and have a strong desire to direct clients to Products and Services that will help minimize client’s financial pressures. A Personal Banker Supervisor is expected to build a professional relationship through rapport and listening to the financial needs of the client. Such services will include activities as Deposit account activities, opening new accounts, handling IRA/Roth retirement accounts, cross-selling bank services, maintaining account records and accept Consumer Loan applications. Will be a support for their Branch Manager, if applicable, and Personal Banker team.

Description

Summary: Under the supervision of the Branch Manager/Branch Administrator, will act according to established policies and procedures, Personal Banker Supervisors are expected to provide excellent client service, ensuring that client needs are met and have a strong desire to direct clients to Products and Services that will help minimize client’s financial pressures. A Personal Banker Supervisor is expected to build a professional relationship through rapport and listening to the financial needs of the client. Such services will include activities as Deposit account activities, opening new accounts, handling IRA/Roth retirement accounts, cross-selling bank services, maintaining account records and accept Consumer Loan applications. Will be a support for their Branch Manager, if applicable, and Personal Banker team.

Key Responsibilities

• Adheres and complies with all Bank policies and procedures, and Federal and State regulations.
• Represents the bank to the clients in a courteous, professional manner.
• Provide prompt, efficient, and accurate service when processing transactions. Transactions include, but are not limited to, deposits, withdrawals, loan draws, loan payments, cashier’s check purchases and Safe Deposit Box payments.
• May be responsible to ensure that the night depository bags are checked, and proper information is recorded.
• May be responsible to ensure that the ATM balances and recorded.
• Responsible for balancing each day’s transactions and verifying cash totals for his/her station. Reviews work to locate any differences and ensure that all differences are properly initialed and reported to the Branch Manager.
• Work with the Deposit Operations and other departments when needed.
• Answers client questions and provide solutions.
• Identify and inform clients of the account status discrepancies and disputes and provide options to resolve. Verify the accuracy of client information within Navigator i.e., driver’s license, contact information and client address.
• Troubleshoot issues with debit cards, online banking & account issues.
• Provides assistance in opening and closing procedures of the branch office
• Open new accounts and perform account maintenance.
• Refer and assist in set up of Treasury Management Services
• Accepts consumer loan applications and assists with consumer loan application process.
• Actively listen to clients to uncover needs and offer solutions that minimize financial pressures.
• Responsible for the communication with the appropriate source and follow-up to ensure customer satisfaction when referrals are made/received.
• Recognize client needs and build upon development of relationships by listening for trigger words in conversation or being aware of personal or family changes. Make recommendations to appropriate services and products they currently may not be using to ensure exceptional client service.
• Comply and work toward the branch goals to achieve and/or exceed branch growth potential.
• Act as back up for the Branch Manager duties
• Actively offers and performs client service such as opening personal and business accounts for new and existing clients, as well as client account changes and maintenance.
• Recognizes and provides referrals for other Bank services such as, OakLeaf Financial, Oak Mortgage Insurance, Oak Title, and Trust.
• Works with team members to coach, train and establish personal and customer goals, while recognizing opportunities to diffuse any negative behavior by providing professional banking opportunities and documenting any unwanted behavior or results.
• Responsible for providing appropriate staff for the branches scheduling needs.
• Responsible for all direct reports timecard approvals in the Human Resource Management System (HRMS).
• Possesses knowledge about bank security and emergency procedures (Robbery procedures, extortion/bomb threat, fire, power failure and tornado/take cover procedures)
• Required to attend weekly Frontline meetings or watch recorded meeting.
• Other tasks as assigned.

Supervisory Responsibilities -

• Supervise the Personal Bankers within their assigned branch.

Requirements

Qualifications:

• Have knowledge of products and services.
• Have knowledge to perform each essential duty satisfactorily.
• Knowledge and ability to communicate effectively with the Team, internal Business Partners, and potential and existing customers. Must have the ability to understand and work from oral and written instructions.
• Must have the ability to perform basic math skills and to calculate simple to complex transactions.
• Must have ability to remain calm and professional during peak periods of activity and manage multiple tasks simultaneously. This job requires employee to prioritize/organize work, and applies common sense, as well as proofread and edits documents for accuracy. Employee must have the knowledge and ability to troubleshoot and develop solutions to customer problems in a timely manner.
• Must be able to use office equipment and bank systems. This includes computers, phones, fax machine, scanners, printers, etc.

Education And/or Experience

Obtained a Highschool diploma and 2 years related experience and training; or equivalent combination of education and experience.

Certificates, Licenses, Registrations

Not applicable.

Work Environment

General office working conditions exist. Employee may experience sustained moderate/high periods of activity with multiple tasks being performed. They may experience communication with a variety of internal and external sources under favorable and unfavorable conditions. Noise level in the work environment is usually minimal.