Retail Sales & Service Supervisor

SUMMARY OBJECTIVES:

This position works closely the with Retail Branch Manager to ensure that all processes and services offered by the bank run smoothly.  Perform day-to-day branch operations and management of teller/ Platform staff along with providing leadership and guidance.  Adhere to all operational policies and procedures to ensure safety and soundness of the bank.  Monitor sales/service quality levels and mentor staff to achieve goals.  

ESSENTIAL FUNCTIONS:

1. Gain thorough and comprehensive understanding of all retail products and bank services to successfully coach and cross sell through outbound calling.  Assist in branch sales efforts to achieve bank, branch and individual goals.

2. Maintain a comprehensive knowledge on related policies, procedures, rules and regulations including robbery procedures.  Must be familiar with all aspects of BSA reporting.  Ensure ongoing compliance with audit procedures and other applicable Federal and State Banking regulations.

3. Open and close the branch in accordance with procedures designed to maintain the security of the branch and employees.

4. Coach less experienced staff on a regular basis to improve their sales/operational skills for the betterment of the individual/team/bank.

5. Responsible for the completion of various daily, weekly and monthly reports as assigned, including operational, risk, sales and staffing schedules.  

6. Oversee staff adherence to performance expectations and complete verbal/written warnings as needed and annual performance reviews.

7. Handle and/or follow-up on all customer complaints and research items in accordance with bank policy.

8. Oversee the staff to ensure appropriate completion of all teller and/or operational branch functions and on daily basis and advise the Retail Branch Manager of any department or branch issues.

9. Recommend tactical solutions to improve branch operational efficiency, delivery convenience, and customer service metrics.

10. Attend monthly Branch manager meetings in the absence of the Retail Branch Manager.

11. When applicable, serve on various internal Bank Committees as assigned.

12. Participate in at least one (1) community organization by serving as a committee member and/or in a leadership role.

13. When available, enroll in Retail Branch Manager trainee program for future career advancement and succession planning.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY:

This position requires supervision of employees. 

WORK ENVIRONMENT:

This job operates in a professional office environment.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS:

The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word.  Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing – perceiving the nature of sounds at normal speaking levels with/without correction.  Ability to receive detailed information through oral communication and make the discriminations in sound. 4) Specific vision abilities required by this job include: viewing a computer monitor; extensive reading along with travel as required.

Sedentary work may require occasionally lifting of up to 10 pounds and/or move up to 25 pounds.  This work involves sitting most of the time with walking and sitting.

TRAVEL:

No travel is required for this position except for possible trainings and/or meetings.

COMPETENCIES:

1. Strong Communication Proficiency

2. Supervisory and Motivation Experience

3. Proficient in Computer Applications (Microsoft Word, Excel and Outlook)

4. Deadline Oriented

5. Organizational Skills

6. Independent Judgement

7. Ethical Conduct

REQUIRED/ PREFERRED EDUCATION and EXPERIENCE:

A minimum of a high school diploma is required, with a college degree preferred. Five (5) years of experience in branch operations required. Must be able to supervise and motivate subordinates and work effectively with other managers. Some technical knowledge of banking operations in one or more operational areas is essential. Individuals should also be familiar with applicable federal and state regulations which require some level of operational support.