Customer Relations Supervisor, Onboarding Ambassador

CORNERSTONE BANK•Southbridge, MA

About The Position

Cornerstone Bank is committed to our customers, colleagues & communities that we serve. As a Customer Relations Supervisor, you will perform a wide variety of transactions to service customers in conformance with established Bank policies and procedures.

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 procedures
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
High level of interpersonal skills to handle sensitive and confidential situations and documentation
Must be available to work extended and/or weekend hours; available to attended training as needed
Must be able to use various types of office equipment, including computer terminal
High School Diploma or equivalent
Position demands a person who has been an above-average Customer Relations Associate with at least 1 year experience with working knowledge of the Bank’s products, policies and procedures
Requires twelve (12) to eighteen (18) 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 cash vault and branch.
Builds trust with customers by identifying financial goals through established customer experience processes and proactively provides advice and guidance to customers to help them meet their financial goals.
Follows up with customers as outlined in the customer experience process. Works within the established framework to achieve branch targets.
May take part in bank wide projects and initiatives.
Actively participates, promotes and coordinates any and all promotional activities within the Branch.
Provides efficient, effective and courteous customer service. Performs 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, i.e., 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 and as other duties as assigned by management.
Be Cornerstone Bank’s cultural ambassador for new hires
Work with L&D to support new hires in their training
Assist new hires in understanding their role and responsibilities
Provide ongoing feedback and make recommendations on the success of the training program