POSITION DESCRIPTION

POSITION TITLE: CUSTOMER SERVICE SUPERVISOR

DEPARTMENT: COMMUNITY BANKING/BRANCH ADMINISTRATION

LEVEL: 105

FLEXIBLE WORK PROGRAM ELIGIBILITY CODE: N/A

FUNCTION:

Under the direction of the Branch Manager and Assistant Branch Manager, the Customer Service Supervisor is at the forefront of customer interactions as part of a branch-based team that provides high quality service that earns the long-term loyalty of our customers. Leverages communication skills and banking knowledge to engage with customers. Understands customer's needs which will provide financial solutions and advice to resolve issues and help customers achieve their financial goals. Responsible for the daily supervision of the branch teller staff, creating a high-quality service team that earns the long-term loyalty of the customers. Oversees and conducts the accurate processing of various customer transactions. The CSS coaches the teller team in all aspects of relationship development, service, and operations, responding to customer inquiries by answering questions, resolving problems, or referring customers to the appropriate personnel. The Supervisor is responsible for the daily control of the branch's main vault, distributing and receiving cash to/from the staff. Demonstrates a willingness to do more than is required or expected by embracing the Bank's mission statement and core values, which will improve results and morale as well as create new opportunities.

RESPONSIBILITIES:

RELATIONSHIP DEVELOPMENT AND SERVICE

1. Be the face of BayCoast Bank, presenting a professional, friendly and helpful appearance with every interaction and ensuring that the teller staff consistently provides high quality customer service.
2. Effectively engages with customer inquiries in a courteous and efficient manner according to the Bank's problem resolutions procedures.
3. Accurately processes various customer transactions.
4. Leverages problem-solving by speaking clearly and persuasively in positive and negative situations. Listens and obtains clarification.
5. Models and promotes Customer Centric service standards to the teller staff.
6. Initiates contact with customers to ensure satisfaction.
7. Enthusiastically participates in and supports Bank-sponsored marketing initiatives, sales meetings, training programs and campaigns/contests.
8. Promotes a desire to help or serve both internal and external customers, to understand and meet their needs.
9. Assists as an active member of the office customer service team with opening deposit accounts, taking loan applications, problem solving and providing Solutions to customers, as needed.
10. Embraces the Bank's commitment to Solutions by seeking and recognizing opportunities to refer our customers and new business to different areas of the Bank, BayCoast Insurance, BayCoast Financial Services, Plimoth Investment Advisors, and Baycoast Mortgage
11. Uses Salesforce to track identified tasks, leads, and opportunities. Strongly encouraged to utilize and track referrals through Solutions to ensure proper credit and recognition.

12. Strives to meet and exceed branch initiatives and goals.
13. Seeks and promotes opportunities to provide Merchant Services and Elan credit card products to customers.
14. Maintains a current registration with the Nationwide Multistate Licensing System (NMLS).

STAFFING AND COACHING

1. Manages the daily staffing schedule and maintains a smooth workflow behind the teller line.
2. Motivates, trains, and coaches the staff to improve relationship development and service skills.
3. Provides guidance to subordinates in the more complex or non-routine aspects of their work.
4. Consistently ensures staff adherence to bank policies and procedures regarding branch operations, security, and employment practices.
5. Motivates staff to improve product knowledge through periodic testing.
6. Exhibits confidence in self and others; inspires and motivates others to perform well. Effectively influences actions and opinions of others; accepts feedback from others. Gives appropriate recognition to others.
7. Provides training to new tellers, as needed.
8. Coaches each staff member to provide exceptional service by completing monthly Observations and establishing action plans.
9. Participates as a "team player" to accomplish branch tasks.
10. Helps staff to develop their skills in order to achieve their goals which assist in their career path development.

OPERATIONAL

1. Responsible for overseeing the daily supervision of the teller line while performing the following duties:
   1. Responsible for the daily control of the vault, placing orders for cash in order to maintain an adequate on-hand cash supply. Ensures the security of the main branch cash, supplying and receiving cash to/from tellers when needed and is responsible for its settlement at days end.
   2. In the absence of the manager and when there is no Asst. Mngr. assigned, may be responsible for the daily operations of the branch and monthly and quarterly branch reports.
   3. Balances the ATM, night deposit and subject to verification bags daily.
   4. Issues Debit/ATM cards through Card @ Once and performs maintenance when cards are compromised due to lost, stolen or fraud.
   5. Demonstrates complete knowledge of Customer Service Associate (teller) transactions and performs Customer Service Associate (teller) transactions & other duties as needed.
   6. Consistently produces and exceeds the expected volume of teller transactions, adhering to the established teller difference limits.
   7. Prepares source documents completely and accurately and processes the appropriate paperwork correctly and promptly.
   8. Ensures monthly cash audits are completed/submitted on a timely basis.
   9. Maintains a high degree of accuracy, organization, and productivity in overseeing and conducting customer transactions.
   10. Signs bank checks, approves certain checks for encashment, and overrides certain transactions in accordance with proper procedures.
   11. Assists the Supervisory Staff in monitoring service performance and reports incidents to Branch Manager or Assistant Branch Manager.
   12. Assists in communicating goals and evaluating performance vs. goals set.
   13. Has a commanding knowledge of the features and benefits of BayCoast Bank products and services, ensuring the staff is also knowledgeable in products and services.
   14. Assists with the safe deposit box function.
   15. Process wire transfer request and approves wires in accordance with proper procedures.
   16. Accurately completes the loan application process.
   17. Inventories and orders branch supplies, as needed.
   18. Quickly responds to internal inquiries from other departments or areas.
   19. Maintains a neat, organized work area.
2. Is responsible for opening and/or closing the branch in the absence of the Manager and Assistant Manager.
3. Adheres to the Banks confidentiality policy and the safeguarding of customer information.
4. Participates in Bank sponsored community events and organizations.
5. Attends all required trainings/meetings as assigned or scheduled.
6. Performs additional duties as requested.

Knowledge/Skills/Experience Requirements:

Minimum 1- year experience as a teller in a bank or other financial institution. Strong

supervisory and interpersonal communications skills. A thorough understanding of teller

operations. Professional telephone communications skills. Enthusiastic, customer-

focused team player. Organized and dependable. Good knowledge of bank terminology,

products and services. Skilled in typing and general use of office equipment. Ability to

work accurately with figures and to perform detailed work. Positive and helpful attitude.