Customer Experience Supervisor I

Platte Valley Bank • Torrington, WY

3d

About The Position

Oversees the workflow and supervision of Associates performing money-handling functions within a branch, ensuring transactions are accurate, secure, and efficient while delivering exceptional customer service. Identifies sales opportunities while maintaining performance standards under company policies and procedures. The role also supports basic customer deposit-account servicing and effective referrals or handoffs for cross-functional services.

The supervisor provides and models quality service, supports transaction processing and error resolution, manages staffing and training, and coaches direct reports. The position oversees vault management, currency and coin supplies, internal controls, and risk-management protocols. It also serves as a liaison between frontline Associates and internal departments for cash-related functions and process improvements.

Requirements

• High school diploma or equivalent.
• 3–5 years of banking or cash-handling experience.
• Strong math and computer proficiency.
• Excellent attention to detail and organizational skills.
• Excellent customer service and communication skills.
• Professional appearance and behavior.
• Ability to maintain confidentiality and exercise sound judgment.
• Strong interest in and ability to cross-sell products and services.
• Ability to perform the job activities with or without reasonable accommodation, including the listed physical activities.

Nice To Haves

• Previous leadership or supervisory experience.

Responsibilities

• Ensure daily financial transactions are processed accurately, item imaging is completed on time, and cash drawers are balanced at close of business.
• Perform assigned duties professionally, accurately, efficiently, and in accordance with money-handling policies and procedures.
• Provide and model quality customer service to current and prospective customers.
• Maintain basic knowledge of company products, services, and promotions; educate customers, answer inquiries, and make referrals as appropriate.
• Respond to customer inquiries, research and resolve problems, and hand off customers to Associates for account management or other services when necessary.
• Supervise the workflow, scheduling, and staffing of Associates handling money transactions to maintain efficient business-hours coverage.
• Maintain current knowledge of money-handling procedures, company policies, and regulatory requirements.
• Monitor transaction-processing accuracy, support error resolution, and engage the operations department when appropriate.
• Coach direct reports and manage their performance in accordance with company policies.
• Oversee vault management and ensure adequate currency and coin supplies in compliance with branch cash limits and security policies.
• Supervise new Associate training and support ongoing peer training.
• Serve as the primary liaison for cash-related functions and process improvement between frontline Associates and internal departments.
• Coordinate Associates’ participation in operational meetings, training, and activities related to transaction processing, branch efficiency, and company initiatives.
• Cross-train and maintain knowledge of basic account-management inquiries and functions; refer customers to appropriate Associates for complex or specialized services.
• Ensure adherence to internal controls and risk-management protocols for fraud detection and prevention.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED