• Supervise and instruct staff according to established policies and procedures and accepted standards. Assist with training and development of staff as well as personnel and operational situations.
• Ensure, through training, personal example, and work atmosphere that all service staff maintain a professional, courteous demeanor and provide customer service of the highest quality at all times.
• Answer customer inquires and resolve problems regarding operational and depository matters. Determine account and service needs of customers and prospective customers, referring them to the appropriate person for follow up and close of sale. Waive service charges and fees when appropriate and within specified authority.
• Maintain strict confidentiality of customer financial information.
• Keep up to date on all bank products and services in order to retain customers, or spot sales opportunities and refer business. Basic knowledge of all EBanking products and services and consumer loan products.
• Provides branch and/or customer support for more complex products, such as but not limited to, cash management, online baking and bill pay.
• Maintain statistical reporting for Department results current.
• Hold regular staff meetings, at least monthly, informing staff on new changes for products and services.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control

• High school diploma or equivalent.
• Two years experience in a call center or customer service environment.
• Two years of banking experience.
• Good knowledge of MS Word and Excel.
• Excellent communication and customer service skills both verbal and written to maintain a heavy volume of correspondence, personal contact, and telephone communication.
• Ability to maintain strict confidentiality.
• Ability to multi-task and handle complex tasks efficiently. Strong organizational skills.
• Six months prior supervisory experience.

While performing the duties of this job, the employee is often required to: sit; use hands in repetitive motions to finger, grasp, handle or feel; and talk or hear. The employee is occasionally required to: stand; walk; and lift or reach with hands and arms.

Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators. Must be able to routinely perform work on computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours or travel off site whenever required or requested by management. Must be capable of regular, reliable and timely attendance. Must be capable of climbing / descending stairs in an emergency situation.

Specific lifting abilities required by this job include: Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Specific vision abilities required by this job include: The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation/inspection of machines and/or using measurement devices at distances close to the eyes.

We are an Equal Opportunity Employer and qualified applicants or employees will receive consideration for employment without regard to race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, mental or physical disability, genetic information, protected veteran status, or any other category protected by applicable federal, state or local laws.