Bronx, NY (Westchester Square)
Salary Range: $27.48/hr - $38.46/hr
The Universal Banker (UB) Supervisor acts as a full service, single point of contact for Apple Bank clientele by providing prompt, courteous, and efficient service to new and existing customers through the processing of monetary and account related transactions. The UB Supervisor is considered a “jack of all trades” that requires the incumbent to operate in the capacity of Supervisor, Customer Service Representative and Teller, providing branch leadership with the ability to deliver quality customer service at an enhanced level. This position is also responsible for supporting branch sales and service efforts though the acquisition of new clients, the offering of suitable products/services (that add value to the customer), performing branch/platform related functions and processing account maintenance transactions.
The UB Supervisor has the authority to assume managerial duties, when branch management is not present and can approve or override transactions, open new accounts, resolve issues, and educate Bank customers on our products/services and refers them to a licensed representative of ABS Associates of NY, Inc. when appropriate and is expected to support branch management with the opening/closing of the branch, as required.
ESSENTIAL DUTIES & RESPONSIBILITIES
- Provide exceptional customer service by engaging clients in a friendly and professional manner and also resolving service-related issues timely and efficiently.
- Conduct business ethically, thoroughly communicating to current and prospective clients the facts/features of the various products, accounts, and services that Apple Bank has to offer.
- Oversee assigned branch in a leadership capacity in absence of branch management.
- Approve or override financial transactions, utilizing due diligence and sound judgement to minimize risk and potential loss.
- Assist with the training and mentoring of newly hired Tellers, Customer Service Representatives, and Universal Bankers and ensure that the staff is adhering to customer service standards, as well as delivering excellent customer service and that all new account procedures including CIP and BSA requirements are being adhered to.
- Provide customer facing staff with guidance in handling difficult or complex problems.
- Assist with the resolution of issues and ensure a mutably favorable outcome to the Bank and our customers; escalate issues to the appropriate business partners within the organization for an appropriate resolution, when needed.
- Open/close and oversee the banking office under established guidelines, when required.
- Recognize opportunities to acquire new or additional banking relationships by engaging in discussions with both customers, as well as prospects, to understand their needs and offer suitable products and services that add value; make appropriate referrals to licensed representatives of ABS Associates of NY, Inc.
- Assist in the opening and closing of vault, safe, and ATM machine and ensure the customer area is kept orderly and properly supplied (deposit and withdrawal tickets, ATM envelopes, changing the rate boards, dates on writing desks, etc.).
- Communicate all disclosures, rules and regulations covering transactions, as well as FDIC protection to customers upon the opening of new accounts.
- Ensure accurate new account record keeping practices and perform timely follow-up as needed.
- Adhere to regulatory, compliance, security, and audit policies/procedures, as well as our code of conduct and operational controls to ensure the safety and security of the client, as well as Bank assets.
- Perform additional duties as requested.
SKILLS, EDUCATION, & EXPERIENCE
- High School Diploma or GED required.
- Must have at least 3 years retail banking experience in the combined experience of Teller/ Customer Service Representative.
- 1-2 years of bank supervisory experience in either the teller unit or platform required; fully cross trained preferred.
- General understanding of banking operations (Risk, Compliance, Fraud, Loss, etc.) preferred.
- Prior experience in fostering and developing strong customer relationships.
- Ability to develop, as well as maintain a detailed level of knowledge of banking products and services.
- Display willingness to be cross trained in other branch functions.
- Excellent problem-solving skills with the ability to provide solutions to customer issues.
- Must present a confident, professional, and positive demeanor to customers.
- Excellent interpersonal and communication (verbal + written) skills; must have excellent phone skills.
- Strong organizational skills and detailed oriented.
- Basic knowledge of Microsoft Office suite of products (Word, Excel, & PowerPoint).
- Display sound judgment and discretion when utilizing confidential information.
- Weekend work and extended hours or filling in at neighboring branch locations may be required.
- Mandatory training may require occasional travel.
Visa sponsorship not available.
We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.
