Customer Experience Supervisor I

Platte Valley Companies•Torrington, WY

About The Position

Oversees workflow and supervises Associates performing money-handling functions within a branch to ensure accurate, secure, and efficient transaction processing and exceptional customer service. Identifies sales opportunities while maintaining performance standards in accordance with policies and procedures. The role also supports basic customer deposit account servicing and effective handoffs for cross-functional services and referrals. The position supervises staffing, scheduling, training, and performance; supports transaction accuracy and error resolution; oversees vault management and cash supplies; and serves as a liaison between frontline Associates and internal departments on cash-related functions and process improvement. It also provides customer service, basic account-management support, product education, and referrals while ensuring compliance with internal controls, risk management protocols, and applicable policies and regulatory requirements.

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.

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, following money-handling policies and procedures.
Provide and model quality customer service to current and prospective customers, greeting them with courtesy, kindness, and genuine interest.
Maintain basic knowledge of company products, services, and promotions to educate customers, answer inquiries, and make referrals.
Respond promptly to customer inquiries, research and resolve problems, and hand off customers to Associates for account management or other cross-functional products and services when necessary.
Supervise workflow, scheduling, and staffing of Associates handling money transactions to maintain efficient coverage during business hours.
Maintain current knowledge of money-handling and company policies and procedures, as well as regulatory requirements.
Monitor transaction-processing accuracy, provide immediate support for 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 within branch cash limits and security policies.
Supervise training for new Associates and support ongoing peer-training efforts and resources.
Act as the primary liaison between frontline Associates and internal departments for cash-related functions and process improvement.
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, serving as a one-stop resource and referring 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.