Job Description
Customer Service Representative Supervisor

Classification: Non-Exempt

Reports to: Bank Manager or Assistant Bank Manager

Summary/Objective

The Customer Service Representative Supervisor (CSR Supervisor) is a critical link between the bank and its customers and plays a vital role in the branch’s success. A CSR Supervisor is responsible for providing exceptional customer service, including sales and service functions, and making qualified referrals in a fast-paced, process-driven team environment. The CSR Supervisor helps create, develop, and support a dynamic CSR team that maintains strong customer relationships by providing quality services that help customers achieve their financial dreams.

Essential Functions

1. Accurately processes transactions including deposits, night drop deposits, withdrawals, transfers, loan payments, official checks, money orders and credit card advances. Other duties include maintaining the branch cash limit, performing branch audits and preparing branch reports.
2. Adheres to the bank’s Vision, Core Competencies and Moments of Truth while listening for referral opportunities and referring customers to the appropriate areas of the bank while coaching their team to do the same.
3. Safeguards the bank’s assets by efficiently operating a cash drawer and maintaining the vault while following the bank’s policies and procedures and adhering to the Bank Operations Manual.
4. Manages, develops, and supports their team on efficient operations, sales, and service standards.
5. Manages and trains the team to ensure each team member’s skill development and career growth opportunities are achieved. Responsible for interviewing, coaching, and evaluating CSRs and reviewing CSR timecards.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

This position is responsible for the direct supervision of Customer Service Representatives.

Work Environment

This job operates in a professional retail branch. This role routinely uses standard office equipment such as computers, phones, photocopiers, teller validators, and scanners.

Physical Demands

1. Prolonged periods of working at a desk.
2. Must be able to transport up to 30 pounds at a time.
3. May need to stand for long periods.
4. Occasional bending, stooping, and stretching.
5. Must be able to assist customers throughout the branch.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours vary according to the branch location.

Travel
Minimal travel is expected for this position.

Required Education, Experience, and Skills

1. High school graduate or GED.
2. Working knowledge of computer software.
3. High energy with strong interpersonal verbal and written communication skills.
4. Work in a team environment while following good judgment, tactfulness, and time constraints, while maintaining professionalism.

Preferred Education and Experience

1. Post High School Education or 1 year of related experience.
2. Banking experience.
3. Management experience.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.