General Job Summary
The Customer Service Supervisor is a key branch leader responsible for driving an exceptional customer experience, supporting branch growth, and overseeing daily branch operations, security, and staff. In partnership with the AVP, Branch Manager, this position leads and coaches customer-facing employees, promotes a proactive and consultative sales culture, and ensures achievement of individual and branch goals for deposit, loan, and referral activity. The Supervisor actively develops and deepens customer relationships, identifies financial needs, opens and maintains accounts, supports consumer and other eligible loan sales, and connects customers with appropriate partners across the organization. The role also maintains responsibility for operational accuracy, cash controls, regulatory compliance, policy adherence, staffing, training, and timely resolution of customer concerns across all service channels.
Summary of Essential Job Functions
- Lead, coach, and develop branch staff, including work assignments, scheduling, onboarding, training, performance feedback, disciplinary action, and performance reviews, in conjunction with the Branch Manager.
- Help establish and execute branch sales and service priorities, goals, and action plans; monitor individual, team performance, and provide regular coaching to improve results.
- Create a proactive, needs-based sales culture by modeling effective customer conversations, identifying opportunities, making appropriate product recommendations, and ensuring consistent follow-up.
- Generate new and expanded customer relationships through lobby engagement, outbound calling, appointment setting, relationship reviews, community involvement, and other approved business-development activities.
- Complete banking sales for deposit and loan products within assigned authority and refer customers to mortgage, commercial, treasury management, wealth, insurance, and other organizational partners as appropriate.
- Maintain and review sales pipelines, referral activity, customer follow-up, and goal progress; communicate results and opportunities to the Branch Manager.
- Ensure staff accurately explain products, services, fees, and digital banking solutions while complying with all applicable policies, procedures, and regulatory requirements.
- Complete cash orders for the branch and ATMs.
- Conduct cash and negotiable instrument audits as scheduled.
- Complete customer banking transactions (deposits, withdrawals, payments, etc.) and customer service requests (wire transfers, check orders, etc.) received by phone, mail, email, or in person.
- Provide transaction override approval for branch staff within assigned authority.
- Assess and refund account fees as appropriate and within assigned authority.
- Balance teller drawer, branch cash, and ATM; research and resolve differences promptly.
- Maintain a secure and safe banking environment for customers and employees, including providing security training and ensuring cash and negotiable instruments are secured at all times.
- Print, review, and file transaction-specific reports, including required government and bank monitoring information.
- Resolve customer questions, concerns, and disputes professionally, promptly, and with appropriate escalation when necessary.
- Attend community events regularly and represent the Bank in a professional manner to strengthen visibility and develop prospective customer relationships.
- Place holds, complete account maintenance, and perform other operational activities accurately and in accordance with policy.
- Assist the Branch Manager with branch opening and closing responsibilities and serve as acting branch leader when delegated.
Other Job Functions
- Approve branch staff timecards.
- Assist with updating branch procedures, as necessary.
- Ensure coverage for branch staff & receptionist.
- All other duties as assigned by management.
