Client Services Supervisor

The Client Services Supervisor is responsible for frontline supervision and development of Client Services Specialists. They will manage the day-to-day workflow of the department and ensures smooth frontline operations. This role serves as an escalation point for customer issues as well as leader in the rollout and execution of initiatives that relate to client services.

This role will have oversight of the Fargo, Moorhead and West Fargo Client Services team members. 

Team Management

• Responsible for the following personnel activities: hiring, terminating, coaching, annual and interim performance reviews and resolution of other personnel issues.
• Supervises the Frontline branch operations to ensure adequate staffing levels.
• Conducts one-on-one’s with team members to support the training and development of Client Services Specialists.
• Facilitates team meetings and outings to promote teamwork, communication, trust and respect.
• Directs, coordinates and monitors activities to implement the Bank’s policies, procedures and practices concerning customer service and transaction processing.

Customer Service

• Actively promotes the Premier Experience service standards to internal and external customers in person, on the telephone and through email / mail communication.
• Provides the highest level of customer service to achieve client service goals.
• Handles or assists in resolving technical and/or complicated transactions and operational issues.
• Ensure the Frontline staff attends all trainings and meetings that are required.

Transaction and Deposit Services Management

• Ensures compliance to applicable internal policies and procedures, federal and state regulations; responds to internal audits and certifications.
• Serves as backup to Frontline in all operational areas including processing of banking transactions and time sensitive tasks, ordering currency and coin, imaging, scanning and wire transfers.
• Serves as backup to Frontline to service and maintain CIP, account data and/or various customer requests including but not limited to address changes, online banking password resets, account closing, stop payments and debit cards.
• Participates in the development and enhancement of equipment and training procedures with the Frontline Training & Development Manager.
• Give approvals (within applicable limits) to CSSs, while factoring in available funds, risk and suspicious activity. 
• Serves as backup in the opening and maintenance of all deposit and consumer loan accounts.
• Observes and coaches' direct reports on product and service knowledge and recognizes opportunities to teach.

Other and Administrative

• Assist with completing special projects and assignments as required by Management.
• Actively participate in internal and external continuing education for Frontline operations and leadership.
• Maintain complete confidentiality with regards to customer accounts, loans and bank relationships.
• Perform duties outside normal scope as assigned.
• Project a positive image of Choice Financial when representing the organization.
• Actively supports management and organizational goals.
• Adapt to meet the ever-changing customer and community needs.
• Maintains a strong knowledge of systems, software and vendors within the role.

Qualifications 

• 4 years of customer service experience and experience formally managing or leading and influencing others. 
• Well versed in banking regulations, provides education and develops processes, procedures and policies within the department. 
• Works under little to general supervision.
• Performs duties outside normal scope as assigned.
• Understands and utilizes core and ancillary systems.
• Relies on experience and judgement to plan and accomplish goals.
• Acts as a leader and knowledge contact for all Client Services Specialists.
• Assists with the design and production of department reports.

Cultural Alignment   

Choice is #PeopleFirst, banking second.  

People don’t need just another bank. People need to be supported by a team of trusted partners who will get to know them and their business, understand their challenges, discover their dreams, and recognize the success in bringing people and banking together in our communities. 

In contributing to our culture, Choice team members are guided by our core values. 

• Embrace change and encourage innovation. 

• Know when to ask for help and know when to offer help. 

• Better the places we live. 

• Work hard. Do the right thing. Have a little fun. 

Our vision of Diversity at Choice is supported by our #PeopleFirst mission and our core values. 

Being #PeopleFirst means that Choice is committed to focusing attention and resources towards creating an environment where everyone feels respected and valued and can do their best work. Doing the right thing means encouraging employees to share their experiences and ideas, and to bring their whole authentic selves to work. Together, we can build an inclusive culture that seeks out, supports, and celebrates diverse voices. We can use our diversity to fuel creativity and innovation and bring us closer to our customers and the communities we serve. Be welcome at Choice. We can see you here.