Client Services Supervisor

Choice Bank•Golden Valley, MN

About The Position

Based in Golden Valley with weekly responsibilities in and travel to multiple locations throughout the Twin Cities market. The Client Services Supervisor is responsible for frontline supervision and development of Client Services Specialists, Sr Client Services Specialists and Client Services Bankers. This role oversees the entire onboarding process, from deposit account opening to comprehensive training and education on products/services. This Supervisor manages the day-to-day workflow of the customer experience and ensures smooth frontline and banker operations including maintaining appropriate staffing levels. The Client Services Supervisor serves as an escalation point for customer issues as well as leader in the rollout and execution of initiatives that relate to client services and personal banking.

Requirements

Minimum of 6 to 8 years of relevant experience with requisite competencies.
Acts as a team player with open communication and problem-solving skills, professional written and oral skills, excellent interpersonal skills and develops partnerships
Promotes and administers change and accepts diversity
Ability to follow policy and procedures
Must display consistency, thoroughness, attention to detail, and strong organizational skills
Embraces coaching and self-development
2+ years of leadership experience and/or customer service and 1+ years cash handling experience
High School Diploma or GED

Responsibilities

Conduct regular one-on-ones to align cultural & business objectives, prioritize the most important work and coach to high performance.
Facilitate execution through effective situational leadership tools.
Support engagement and action by listening to team member feedback – what’s working, what’s not – support them in initiating and executing positive changes and provided them with adequate resources.
Support in the team members professional and personal.
Catch team members being approximately right through timely, individualized recognition.
Promote collaboration and face to face interaction
Responsible for the following personnel activities: hiring, terminating, coaching, annual and interim performance reviews and resolution of other personnel issues.
Supervises the branch Frontline and Banker operations to ensure adequate staffing levels.
Conducts one-on-ones with team members to support the training and development of Client Services Specialists & Bankers.
Facilitates team meetings and outings to promote teamwork, communication, trust and respect.
Directs, coordinates and monitors activities to implement the Bank’s policies, procedures and practices concerning customer service and transaction processing.
Provides and coaches team to the highest level of customer service and actively promotes the Premier Experience service standards to internal and external customers.
Handles or assists in resolving technical and/or complicated transactions and operational issues.
Ensures compliance to applicable internal policies and procedures and federal and state regulations.
Serves as a leader in the Frontline and banker interaction in all operational areas including processing of banking transactions and time sensitive tasks, ordering currency and coin, imaging, scanning, etc.
Lead and assist the Frontline/bankers to all things related to servicing and account maintenance.
Participates in the development and enhancement of equipment and training procedures.
Observe and coach direct reports on product and service knowledge in all areas of the business and recognize opportunities to teach while using your coaching tools and resources.
Provides leadership support to branch frontline/banker employees and acts as a liaison to all business partners for deposit and online banking services. Builds strong partnership/s with local leadership/president.
Maintain a strong knowledge of Choice Bank’s systems, products, services, policies and procedures.
Skill to coach and/or recommend products or services to customers that will benefit them. This includes referrals to operating units such as insurance, wealth and mortgage.
Actively participate in internal and external continuing education for Frontline/banker operations and leadership.
Maintain complete confidentiality with regards to customer accounts, loans and bank relationships
Perform duties outside normal scope as assigned.
Project a positive image of Choice Bank when representing the organization.
Actively supports management and organizational goals.
Adapt to meet the ever-changing customer and community needs.
Maintains a strong knowledge of third-party vendor systems / software / websites.
Responsible for overseeing risk management requirements for location/s and cascading information to the location team members.