*On-Site Position*
Join our team as a Universal Supervisor and unlock endless opportunities for personal and professional growth.
As a Universal Supervisor, you will be the face of our bank, delivering world-class service and building lasting relationships with our valued customers by providing a seamless customer experience.
The primary function of this role is to monitor customer service transactions and provide 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.
At our bank, we take pride in developing our employees and providing them with the tools and support they need to succeed. If you have a passion for helping others, a knack for numbers, and a drive to excel, we want you on our team!
JOB DUTIES AND RESPONSIBILITIES:
- Manages a high level of quality customer service at all times from each Universal employee specifically embracing and demonstrating MAGIC of customer service strategies.
- Responsible for creating an exceptional customer experience for 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.
- Attends quarterly Job Family meetings in person at Corporate Headquarters.
- Makes decisions and provides Supervisor Overrides for transactions within their supervisor authority level limits.
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- Manages branch vault, daily settlement, and dual control for all Universal and Teller staff.
- Manages branch differences and reports daily.
- Leads and works with branch employees to locate cash discrepancies.
- Manages unusual window transactions and answers difficult customer andUniversal 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.
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- 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 monthly.
- 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.
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- Demonstrate behaviors consistent with our Mission/Values.
- Holds others accountable and insists the team demonstrates the behaviors consistent with our Mission/Values.
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- 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.
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- 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.
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PHYSICAL AND SENSORY REQUIREMENTS:
- Prolonged periods sitting at a desk and working on a computer.
- Candidate must have the ability to learn and sell bank products and services.
- Must have the ability to function in a financial institution/branch environment and utilize standard office equipment.
- The ideal candidate must be outgoing and proactive with strong listening and verbal communication skills.
- Some physical requirements include but are not limited to lifting heavy coin trays and standing or sitting for prolonged periods of time while working on a computer.
- Willingness to travel locally to attend training or support bank staffing needs.
POTENITAL ON-THE-JOB-RISKS:
EDUCATION, TRAINING AND EXPERIENCE:
- High School diploma or equivalent. Additional education in finance or related field a plus.
- Minimum of one year of customer service experience, preferably in a banking or retail environment with cash handling experience.
- PC Literacy. Experience with Sales force or comparable CRM a plus.
- Ability to navigate multiple software applications.
- NMLS or Notary a plus.
- Strong interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
- Excellent judgment, decision, and problem-solving skills.
- Ability to maintain confidentiality, use tact and diplomacy.
- Detail-oriented with excellent organizational and multitasking abilities.
- Proficient in using banking software and technology, with a high level of accuracy in cash handling and transaction processing preferred.
- Knowledge of banking regulations and compliance standards preferred.
- Ability to adapt to changing priorities and work effectively in a fast-paced environment.
- Positive attitude, with a genuine passion for helping others and providing exceptional customer service.
- Commitment to personal and professional growth, with a desire to learn and develop new skills.
- Professional demeanor and appearance, reflecting our bank's commitment to excellence.
