Universal Supervisor

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Job description

Objective:

Serves customers by being the single point of contact for walk-in customers, fulfilling sales, service and referral needs for a seamless customer experience.

Monitors customer service transactions and provides work direction to other Universal and Teller staff.

Supervises the traditional teller service area to ensure customer service and compliance objectives are consistently met.

Guides and trains other Universal and teller employees; meets work and cost standards; completes balances; records night deposits; maintains security; protects and promotes bank's image.

Outgoing and proactive with strong listening and verbal communication and able to engage a customer in conversation and identify opportunities for bank products/services to meet customer needs

Onsite Position

Firstrust Bank is an Affirmative Action Contractor and is an Equal Opportunity Employer.

Minority/Female/Disabled/Veteran

Responsibilities/Duties:
Supervisory/Sales & Service

Manages a high level of quality customer service at all times from each Universal and teller employee.

Responsible for creating an exceptional customer experience for each and every customer conducting transactions.

Provides input to performance evaluations for Universal and teller employees.

Coaches and counsels Universal and teller staff on a regular basis about policies and procedures. Provides guidance and direction to other Universals and tellers.

Manages schedule for shifts/lunches to ensure branch coverage.

Provides on the job training for Universals on an as-needed basis.

Monitors staff to ensure compliance with Firstrust's policies and procedures.

Will always set a positive example in all areas of leading the Universal and teller team.

Will work with staff daily to keep them motivated to exceed referral goals.

Will open deposit accounts.

Will build relationships and sell consumer credit products with an NMLS license.

Leads by example by meeting goals in all sales activities. Supports, coaches and motivates the team to exceed sales activity goals and product referrals.

May be involved in developing and implementing recognition and improvement plans.

Will help champion all sales, service and Firstrust strategic initiatives.

Helps Branch Manager and/or Assistant Manager develop tactics to ensure branch is meeting its goals.

Makes decisions and provides Supervisor Overrides for transactions within their supervisor authority level limits.

Performs other responsibilities as requested by branch management.

Operational

Manages branch vault, daily settlement and dual control for all Universal and Teller staff.

Manages branch differences and reports on a daily basis.

Leads and works with branch employees to locate cash discrepancies.

Manages unusual window transactions and answers difficult customer and Universal and Teller questions.

Performs a variety of customer service transactions as needed.

Verifies money received or sent for cash shipments.

Will ensure all work is completed accurately and follows up with any outstanding items.

Audit/Security

Ensures compliance with all Bank policies and procedures and federal regulatory guidelines.

Ensures compliance with all audit and security procedures.

Communicates to staff on new policies and procedures.

Conducts surprise Universal and Teller cash audits on a monthly basis.

Conducts required audits on official checks, money orders and counter checks.

When needed will conduct audits, i.e., drawer, vault, ATM etc.

Will comply with all opening and closing procedures.

Mission/Values

Demonstrate behaviors consistent with our Mission/Values.

Holds others accountable and insists the team demonstrates the behaviors consistent with our Mission/Values.

Teamwork

Demonstrates teamwork through flexibility and maintains effective communication with other departments to achieve Community Banking objectives and goals.

Partners with all areas of the Bank to provide seamless service to our customers.

Continuously looks for ways to improve the overall team performance.

Best in Class

Quality Customer Service

Holds others accountable and insists the team demonstrates the behaviors consistent with our Mission/Values.

The Universal Supervisor will set the tone for the Universal and Teller team around the urgency of meeting and exceeding the customers' needs and expectations.

Essential Functions:
Ability to lift heavy coin trays and stand for prolonged periods of time.

Ability to work evenings and weekends based on branch needs.

Willingness to travel locally as needed.

Extensive telephone work involved.

Excellent interpersonal, analytical and problem-solving skills.

Ability to learn and sell bank products and services.

Ability to function in a financial institution branch environment and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, etc.

Strong listening and verbal communication skills.

Knowledge - Skills & Abilities:

Banking preferred

One to two years of job-related experience.

Excellent interpersonal and supervisory skills, as well as computer skills.

High school diploma or equivalent experience required.

Must be knowledgeable of Bank policies and procedures.

Be able to work 40 HOURS PER WEEK. HOURS ADJUSTED IF WORKING SATURDAYS.

EXPECTED TO WORK 2-3 SATURDAYS PER MONTH/AS NEEDED.

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