Customer Service Supervisor I or II, Retail Banking (Kahala, Hi) $255 Sign-On Bonus
Company: HomeStreet Bank
Location: Seattle
Posted on: June 24, 2022
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Job Description:
HomeStreet Bank
Customer Service Supervisor I or II, Retail Banking (Kahala, HI) -
$2500 Sign-On Bonus
HomeStreet - HI - Kahala - 4211 Waialae Ave. Ste. 101
EO/AA Employer including Vets and Disabled
Qualified applicants with arrest and conviction records will be
considered in accordance with legal requirements.
Job Description Summary
Customer Service Supervisor I
Serves in a leadership capacity to assist branch manager in
motivating and supporting Customer Service Representative (CSR)
staff to participation in branch sales efforts, exemplary customer
service, and sound branch operations. In conjunction with Branch
Manager: Responsible for scheduling, supervising and coaching
Customer Service Representative (CSR) staff, managing paying,
receiving and new account operations, and ensuring branch
regulatory compliance. Models exemplary sales and service skills
and coaches team to explore customer needs and sell appropriate
bank products and services, including referrals to other business
units. May provide remote approvals for overrides to other branch
locations. Resolves customer issues. Actively interacts with
internal support areas.
Customer Service Supervisor II
Serves in a leadership capacity to assist branch manager in
motivating and supporting Customer Service Representative (CSR)
staff to participation in branch sales efforts, exemplary customer
service, and sound branch operations. Responsible for scheduling,
supervising and coaching Customer Service Representative (CSR)
staff, managing paying, receiving and new account operations, and
ensuring branch regulatory compliance. Models exemplary sales and
service skills and coaches team to explore customer needs and sell
appropriate bank products and services, including referrals to
other business units. Provides remote approvals for overrides to
other branch locations. Resolves customer issues. Actively
interacts with internal support areas.
Job Details
PRIMARY FUNCTIONS:
Customer Service Supervisor I
Leadership Activities
* Works with Branch Manager to coach CSR staff for improved job
performance, assists manager with performance reviews and develops
individual performance goals.
* Provides input on hiring and termination activities.
* Positively recognizes staff for exceptional customer service,
sales, and operations.
* Actively engages staff to cultivate and encourage professional
development.
* Develops strong internal partnerships with support teams,
marketing and other sales production areas.
* Provides sales and service training targeted to branch needs and
specific development goals of CSR staff.
* Works with Branch Manager to set team goals and motivates staff
to success.
* Presents at staff meetings and may conduct offsite presentations
such as Financial Literacy Training and Bank at Work
presentations.
Sales Activities
* Actively profiles new and existing clients, ensuring appropriate
sales of bank deposit and lending products. Actively initiates
partner referrals when appropriate to client needs.
* Works with branch manager to motivate and coach CSR staff to
desired production levels.
* Assists Branch Manager with sales programs to generate targeted
branch deposit growth.
* Works closely with Branch Manager on business customer
prospecting / business development, including outside calling.
Branch Operations Activities
* Schedules CSR staff to ensure appropriate lobby coverage.
* Works with CSR staff to ensure effective lobby management and a
positive customer experience.
* Keeps CSR staff current with operational standards and
procedures, performs and reviews internal audits, ensuring
adherence to policies and procedures.
* Maintains branch security by coaching and training staff in
security procedures. Ensures controls are maintained over items
such as keys, combinations, security signals and cash limits.
* Determines rejects /returns in adherence with guidelines
determined by Retail Leadership.
* As needed, assists customers with paying and receiving activities
and account servicing, always remaining vigilant to support of
customer needs.
* Ensures appropriate assignment of ATM servicing and cash vault
duties, may assume these duties.
* May provide remote approvals to CSR staff at other branch
locations.
Service Activities
* Consistently models exemplary customer service.
* Coaches CSR staff to enhanced customer service levels.
* Actively listens to clients and maintains a friendly, positive,
professional attitude. Resolves difficult situations with
creativity, tact and diplomacy while maintaining fiscal
responsibility.
* Partners with Branch Manager to perform customer retention
activities.
* Participates in a minimum of 2 community involvement activities
per year.
* Works with Branch Manager and Marketing team to determine
sponsorship opportunities each year.
Customer Service Supervisor II
Leadership Activities
* Coaches CSR staff for improved job performance, conducts
performance reviews and develops individual performance goals.
Works with manager on hiring and termination activities.
* Positively recognizes staff for exceptional customer service,
sales, and operations.
* Actively engages staff to cultivate and encourage professional
development.
* Develops strong internal partnerships with support teams,
marketing and other sales production areas.
* Provides sales and service training targeted to branch needs and
specific development goals of CSR staff.
* Works with Branch Manager to set team goals and motivates staff
to success.
* Conducts staff meetings and offsite presentations such as
Financial Literacy Training and Bank at Work presentations.
Sales Activities
* Actively profiles new and existing clients, ensuring appropriate
sales of bank deposit and lending products. Actively initiates
partner referrals when appropriate to client needs.
* Motivates and coaches CSR staff to desired production levels.
* Actively leads CSR team in implementation of sales programs to
generate targeted branch deposit growth.
* Works closely with Branch Manager on business customer
prospecting / business development, including outside calling.
Branch Operations Activities
* Schedules CSR staff to ensure appropriate lobby coverage.
* Works with CSR staff to ensure effective lobby management and a
positive customer experience.
* Keeps CSR staff current with operational standards and
procedures, performs and reviews internal audits, ensuring
adherence to policies and procedures.
* Maintains branch security by coaching and training staff in
security procedures. Ensures controls are maintained over items
such as keys, combinations, security signals and cash limits.
* Determines rejects /returns in adherence with guidelines
determined by Retail Leadership. May coach and train Sr. CSR
staff.
* As needed, assists customers with paying and receiving activities
and account servicing, always remaining vigilant to support of
customer needs.
* Ensures appropriate assignment of ATM servicing and cash vault
duties, may assume these duties.
* Provides remote approvals to CSR staff at other branch locations
when needed.
Service Activities
* Consistently models exemplary customer service.
* Coaches CSR staff to enhanced customer service levels.
* Actively listens to clients and maintains a friendly, positive,
professional attitude. Resolves difficult situations with
creativity, tact and diplomacy while maintaining fiscal
responsibility.
* Partners with Branch Manager to perform customer retention
activities.
* Participates in a minimum of 2 community involvement activities
per year.
* Works with Branch Manager and Marketing team to determine
sponsorship opportunities each year.
QUALIFICATIONS:
Customer Service Supervisor I
* Minimum of 5 years job experience as a Senior CSR/New Accounts
Representative or equivalent, plus demonstrated leadership ability
in an operations area related to Bank or retail operations.
* Professional staff development, performance management, training,
and employee counseling skills are preferred.
* Proven ability to lead and develop a team is preferred.
* Proven history of negotiation and influencing skills. Proven
sales techniques and sales management skills.
* Technical skills and experience to operate teller software, Word,
Excel, and other bank-related computer programs.
* Strong customer relations skills and the ability to communicate
and work well with employees and customers in a cooperative,
positive manner.
* Must be a self-starter, dependable, able to work within deadlines
under pressure.
* Must possess excellent judgment, and the ability to accept
responsibility and handle confidential information.
* Ability to work quickly and accurately, to analyze information
and make decisions.
* High school diploma or equivalent.
* Requires ability to operate teller and office equipment including
computers, adding machines, telephones, typewriters, copy machines,
fax machines, electronic credit card authorization terminals, and
security devices.
* Requires physical exertion of up to 10 pounds of force
occasionally (1/3 of the time) and a negligible amount of force
frequently (up to 2/3 of the time) to lift, carry, push, pull or
otherwise move self or objects. Frequent (up to 1/2 of the time)
sitting. - Walking, standing, bending and reaching occasionally and
for brief periods of time.
Customer Service Supervisor II
* Minimum of 5 years job experience as a Senior CSR/New Accounts
Representative/Personal Banker or equivalent and 2 years in a
Customer Service Supervisor/Branch Assistant Manager role or
equivalent, plus demonstrated leadership ability in a bank/branch
operations environment.
* Professional staff development, performance management, training,
and employee counseling skills are required.
* Proven ability to lead and develop a team.
* Proven history of negotiation and influencing skills. Proven
sales techniques and sales management skills.
* Technical skills and experience to operate teller software, Word,
Excel, and other bank-related computer programs.
* Strong customer relations skills and the ability to communicate
and work well with employees and customers in a cooperative,
positive manner.
* Must be a self-starter, dependable, able to work within deadlines
under pressure.
* Must possess excellent judgment, and the ability to accept
responsibility and handle confidential information.
* Ability to work quickly and accurately, to analyze information
and make decisions.
* High school diploma or equivalent.
* Requires ability to operate teller and office equipment including
computers, adding machines, telephones, typewriters, copy machines,
fax machines, electronic credit card authorization terminals, and
security devices.
* Requires physical exertion of up to 10 pounds of force
occasionally (1/3 of the time) and a negligible amount of force
frequently (up to 2/3 of the time) to lift, carry, push, pull or
otherwise move self or objects. Frequent (up to 1/2 of the time)
sitting. - Walking, standing, bending and reaching occasionally and
for brief periods of time.
This Position Description may not be limited to the Functions and
Requirements as outlined, now or in the future. For example,
changes in corporate needs, position demands, or individual
performance may result in changes to the Functions or Requirements
of this position.
Area
Customer Service (Sales)
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Keywords: HomeStreet Bank, Seattle , Customer Service Supervisor I or II, Retail Banking (Kahala, Hi) $255 Sign-On Bonus, Hospitality & Tourism , Seattle, Washington
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