What are the responsibilities and job description for the Customer Service Supervisor - New Hope position at Penn Community Bank?
Overview:
Perform all activities required to service customers and manages the CSR staff.
Responsibilities:
The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.
- Supervise and coach CSR staff and ensure compliance with Bank policies and procedures
- Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.
- Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.
- Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.
- Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending
- Open personal and business accounts adhering to all Bank policies and procedures when opening accounts.
- Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns
- Organize work to facilitate a timely and accurate balancing of transactions at the end of the day.
- Provide outstanding customer service while exhibiting a professional demeanor at all times.
- Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system.
- Responsible for operations and compliance items such as CTR’s, cash audits, cash box difference monitoring and offline balancing.
- Conduct wire transfers and supervisor overrides as needed following the proper procedures
- Perform related duties as required.
Education and Experience
- High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred
- Minimum 2 years’ banking experience or relevant work experience
Skills and Competencies
- Knowledge of Bank products and services
- Excellent customer service skills
- Ability to interact well with Team members and customers
- Supervisory and coaching skills
- Strong attention to details and accuracy
- Basic computer skills
- Ability to multi-task and remain organized
- NMLS preferred
- Ability to use sound judgment when making decisions on behalf of the Bank
