Customer Relations Supervisor

PeoplesBank•Worcester, MA

About The Position

As a Customer Relations Supervisor at Cornerstone Bank, you play a key role in supporting the Bank’s mission of helping individuals and businesses thrive by delivering exceptional, relationship-based service. Rooted in the communities of Central Massachusetts, this role combines hands-on customer service with branch leadership, overseeing daily operations, supporting staff training and development, and ensuring compliance with banking regulations and policies. The Customer Relations Supervisor builds strong, trusted relationships with customers by identifying their financial goals and providing thoughtful guidance, while also maintaining operational excellence through cash management, transaction oversight, and promotional activities. Working collaboratively within the branch management team, this position supports a welcoming, inclusive banking environment where teamwork, accountability, and outstanding customer experiences are achieved every day.

Requirements

Ability to give and accept instruction and the desire to oversee and assist others
Demonstrated customer service skills
Must be comfortable performing basic math calculations
Strong verbal and written communication skills; possesses professional communication ability including active listening
Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
Excellent organizational skills
Capable of handling sensitive and confidential situations and documentation
Must be available to work extended and/or weekend hours and attend training as needed
Must be able to use various types of office equipment, including computer terminal
High School Diploma or equivalent
Must have One year or more experience with working knowledge of the Bank’s products, policies and procedures
Requires twelve to eighteen months in branch training to learn all aspects of position

Responsibilities

Supervises and schedules the daily activities of the Branch as needed and assists in the training and development of staff; introduces and orients the staff to new products, services procedures, etc.
Verifies and distributes cash as required. Orders cash and negotiable instruments, verifies delivery and prepares cash shipments. Balances value and branch.
Builds trust with customers by identifying financial goals through established customer experience processes and proactively provide advice and guidance to customers to help them meet their financial goals.
Follows up with customers as outlined in the customer experience process. Work within the established framework to achieve branch targets.
May take part in bank wide projects and initiatives.
Actively participate, promote and coordinate any and all promotional activities within the Branch.
Provides efficient, effective and courteous customer service. Perform a variety of transactions to service the customer, including processing deposits, withdrawals, payments, night drop bags, check cashing, etc.
Ensures that transactions are processed and the proper documentation is completed in compliance with applicable laws and regulations, ie. Reg CC and the Bank Secrecy Act, etc.
Maintains and exercises override / approval authority as part of the management team of the branch.
Performs all duties in accordance with prescribed regulatory compliance guidelines.
Other related duties as requested.