Supervisor of Customer Experience

POSITION SUMMARY:

The Supervisor of Customer Experience oversees daily teller operations, ensuring accuracy, compliance, and exceptional customer service. This role combines hands-on transaction support with team leadership, training, and operational oversight. Ideal candidates are detail-oriented, proactive, and committed to fostering a positive branch environment.

ESSENTIAL FUNCTIONS and DUTIES:

• Open and close vault, monitor vault security.
• Oversee staff and operational functions.
• Perform regular staff duties.
• Provide training for new staff and ongoing training for teller staff.
• Order and receive money for the branch.
• Maintain money supply at each station. maintain bulk cash.
• Ship money to Federal Reserve when necessary.
• Maintain employee records, absenteeism, vacations, scheduling, part-time hours, and conduct progress reports and annual performance evaluations.
• Assist with after-hours ATM calls and other duties as needed.
• Clean and maintain equipment i.e., TCR machine, ATM machine, etc.
• Ensure compliance with reporting requirements, i.e., CTRs, etc.
• Assist customers in safe deposit box when area.
• Assist the customer solutions area as needed.
• Ensure the department's operations manual is kept current.
• Keep up to date on rules and regulatory requirements.
• Answer the telephone to assist prospective and existing customers.
• Create an atmosphere that promotes upward communication.
• Make recommendations to the management team about possible methods to improve the department.
• Participate in community functions to increase the bank's visibility and to enhance 
• new business opportunities.
• Assume additional responsibilities as directed.

REQUIRED SKILLS and ABILITIES:

• Exceptional customer service and issue resolution skills
• Ability to cross-sell products
• Strong verbal and written communication
• High attention to detail and accuracy
• Ability to multitask and prioritize in a fast-paced environment
• Team-oriented with the ability to work independently
• Commitment to confidentiality and ethical standards
• Strong keyboarding, PC, and telephone skills
• Proven ability to manage relationships and resolve issues effectively
• Strong verbal and written communication skills
• Familiarity with financial products and basic advisory principles
• Strategic thinker, relationship builder, results-driven
• Valid driver’s license with a clean driving record
• Proven ability to lead, motivate, and develop a team in a fast-paced environment
• Strong coaching skills
• Thorough knowledge of banking regulations, including CTR reporting and vault security protocols
• Ability to foster a positive, communicative branch environment
• Experience onboarding new employees and delivering ongoing teller training
• Ability to identify skill gaps and implement targeted development plans
• Strong organizational skills for managing employee records, scheduling, and reporting
• Ability to identify and recommend opportunities for business growth

REQUIRED EDUCATION and EXPERIENCE:

• High school diploma or equivalent
• Minimum 3 years previous banking experience
• Supervisory experience preferred

TRAVEL REQUIREMENTS:

•  For coverage at other branches, training and banking functions as necessary.