Senior Customer Service Supervisor, Retail Banking (Green Lake - Seattle, WA)
Company: HomeStreet Bank
Location: Seattle
Posted on: September 21, 2023
Job Description:
Senior Customer Service Supervisor, Retail Banking (Green Lake -
Seattle, WA) page is loaded Senior Customer Service Supervisor,
Retail Banking (Green Lake - Seattle, WA) Apply locations
HomeStreet - WA - Seattle - 417 NE 72nd St time type Full time
posted on Posted 8 Days Ago job requisition id R0007722 Salary
Range:$25.05 - $40.10 (Depending on knowledge, skills, abilities
and location. Certain level jobs may be eligible for bonus,
commission, and/or equity awards.) Benefits worth writing home
about:
- Medical, dental, and vision coverage for employees and their
families
- Life, disability and family Leave
- 401(k) and Roth 401(k) with employer match
- Wellness program, employee assistance program, "Commute Trip
Reduction" (CTR) and various employee discounts -
- Generous vacation, sick leave, 11 paid holidays, and 16 hours
of paid leave every year for community service work
- Free employee checking account and employee home loan discounts
EO/AA Employer including Vets and Disabled. Qualified applicants
with arrest and conviction records will be considered in accordance
with legal requirements. If you are a California resident, you may
be entitled to certain rights regarding your personal information,
which is information that identifies, relates to, or could
reasonably be linked with a particular California resident or
household. - Additional information about our data collection
practices and location specific notices is available on our privacy
policy Job Description Summary POSITION SUMMARY: 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 ESSENTIAL
FUNCTIONS:---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 presentationsSales
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 callingBranch
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.REQUIREMENTS:
- 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) If you are a California resident, you may be entitled to
certain rights regarding your personal information. Additional
information about our data collection practices and location
specific notices is available on our privacy policy About Us Who We
Are - Founded in 1921, HomeStreet Bank offers consumer and business
banking, mortgage financing, commercial lending, investment and
insurance products and services in the Pacific Northwest,
California and Hawaii. We maintain a shared goal across teams and
regions to be the trusted and preferred source of financial
services for our clients.Our drive to achieve this goal begins with
trust - in our own abilities and in those who we work with each
day. At HomeStreet, we respect and empower our employees to make
decisions that support innovation, and deliver results for
customers. Employees collaborate across teams to make the right
decisions, share knowledge, continually move forwards and grow.We
believe in promoting from within to deliver the strongest base of
company knowledge, shared experience. And understanding about how
our company has grown and evolved since its founding in 1921. Our
teams reflect motivation, caring and a drive to achieve while
having fun and supporting the communities where we live and work.
This is how we deliver value every day. Work Culture As a rapidly
expanding company, HomeStreet offers many opportunities to learn
and grow. Throughout a period of dramatic growth, we have preserved
the tradition of working in cross-functional project teams and
promoting advancement across the company. Whether your interest
lies in the banking or lending aspects of our business, if you have
a desire to learn, are enthusiastic, perform quality work and have
a passion for customer service, you will thrive in this fast paced
and fun environment where people respect and help each other.
Diversity and Inclusion Diversity - HomeStreet is committed to a
diverse workplace with employees from a wide range of backgrounds.
We recognize that a more diverse workforce translates to broader
perspective and greater understanding, which in turn translates to
a greater capacity for customer service. We focus on recruiting and
retaining employees from different backgrounds and who are
representative of the people in our communities. By doing so, we
are better able to serve our customers and understand their
financial services needs and goals. Equal Employment Opportunity
Equal employment opportunity is a fundamental HomeStreet belief. We
practice fair and equal treatment for everyone, regardless of race,
color, national origin, ancestry, religion, creed, political
ideology, gender, marital status, sexual orientation, age, or the
presence, history or perception of having any sensory, mental or
physical disability, genetic information, or protected veteran
status. In addition, we ensure compliance with federal, state and
local laws governing nondiscrimination in employment. This
philosophy applies to all terms and conditions of employment,
including hiring, placement, promotion, termination, layoff,
recall, transfer, leaves of absence, compensation, and training.
Employing Individuals with Disabilities HomeStreet embraces the
American with Disabilities Act (ADA) and applicable state and local
laws providing for nondiscrimination in employment against
qualified individuals with disabilities. If you have any difficulty
using our online system and you need an accommodation due to a
disability, you may use the alternative email address below to
contact us about your interest in employment with HomeStreet Bank:
Recruiting@homestreet.com. Come Grow With Us For more than 100
years, HomeStreet Bank has maintained a strong commitment to
ethics, customer service and support of our communities. Building
trust with our customers and employees is at the core of everything
we do, and we're looking for talented and motivated people to join
us as we grow and evolve as a company.We are an equal opportunity
employer with a commitment to employee development. We continually
aim to build and maintain a successful team of talented people who
feel challenged to do their best every day. We hire for potential,
support personal development, and whenever possible, promote from
within.We offer competitive salaries, benefits, and incentives with
the opportunity to give back to the community. Whether you're just
beginning your career in financial services, or have years of
experience, we have a wide range of job opportunities for you to
consider.
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Keywords: HomeStreet Bank, Seattle , Senior Customer Service Supervisor, Retail Banking (Green Lake - Seattle, WA), Hospitality & Tourism , Seattle, Washington
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