Customer Service Supervisor

Ridgewood Savings Bank • Bronx, NY

2d • Onsite

About The Position

The Customer Service Supervisor is responsible for ensuring the satisfactory resolution of customer issues by interacting with customers, investigating complaints, providing information, and correcting errors and discrepancies. This role involves managing job tasks, developing subordinates' cross-functional skills through delegation, and monitoring work production for accuracy, trends, problem areas, and training needs. The supervisor reviews and authorizes monetary transactions exceeding subordinate limits, provides guidance on non-routine transactions, and monitors cross-selling opportunities to maximize sales performance. They disseminate information to subordinates, ensure adequate branch staffing through scheduling, and monitor personnel schedules for accuracy. Additionally, the supervisor reviews daily printouts to prevent financial loss and monitor suspicious activity, identifies and ensures completion of Currency Transaction reports, and monitors customer transactions for Anti-Money Laundering Program violations. They ensure proper cash ordering, assist in retrieving ATM deposits, adjust account check holds, and monitor and reconcile general ledger accounts. The role also involves ensuring accurate accounting of inventory, correcting accounting and computer differences, maintaining dual control and security procedures, and ensuring proper maintenance and utilization of the Cash Dispenser/Recycler and ATM. The supervisor reviews and settles in-clearing check items, assists in completing branch financial reports, and operates as a Universal Banker when necessary to ensure adequate coverage and customer service levels. They also perform other related duties as needed.

Requirements

• High school diploma or G.E.D. equivalent.
• Demonstrated experience as a Universal Banker, familiar with Supervisor duties, generally equivalent to two years.
• Demonstrated ability to be an effective supervisor and to build and maintain rapport with supervisors and subordinates.
• Demonstrated ability to achieve sales, service and soundness goals.
• Demonstrated knowledge of Bank Services.
• Demonstrated knowledge of the Bank’s Sales Program.
• Demonstrated knowledge of Teller and Platform PC applications and Microsoft Office.
• Demonstrated ability to identify, investigate and resolve problems concerning customer accounts/transactions and employee conflicts.
• Above average oral and written communication skills.
• Demonstrates good judgement and ability to make independent decisions required to manage the branch.

Responsibilities

• Ensures satisfactory resolution of customer issues by interacting with customers, investigating complaints, providing information, and correcting errors and discrepancies.
• Manages job tasks and develops cross-functional skills of subordinates through delegation.
• Monitors work production for accuracy and to identify trends, problem areas, and training needs by observing and following-up with subordinates in accordance with all regulatory requirements.
• Reviews and authorizes monetary transactions exceeding subordinate limits after verification.
• Provides guidance and assistance to subordinates on non-routine transactions by advising of procedures to be followed through interview and investigation.
• Monitors cross-selling opportunities and maximizes sales performance by conducting sales meetings, performing skills transfers and creating individual development plans for sales personnel.
• Disseminates information to subordinates by oral and written communication.
• Ensures adequate branch staffing by monitoring days off and scheduling personnel for workweek.
• Monitors non-officer personnel schedules through payroll system to ensure accurate work schedule and timely reporting.
• Reviews daily printouts required by bank policy and procedure to prevent financial loss and monitor suspicious activity in accordance with BSA and other regulatory requirements.
• Identifies and ensures completion of Currency Transaction reports.
• Monitors and analyzes customer transactions for any suspicious activities that may be in violation of the Anti-Money Laundering Program in accordance with BSA.
• Reports any finding to Branch Management, Security and Compliance.
• Ensures cash order or cash shipment is required by monitoring daily branch cash position and placing appropriate cash order.
• Assists in retrieving ATM deposits and adjusting account check holds to prevent financial loss and ensure appropriate credit to customer account in accordance with Regulation CC.
• Monitors and reconciles required general ledger accounts in accordance with policy and procedure.
• Ensures accurate accounting of inventory in accordance with policy and procedure.
• Corrects accounting and computer differences by analysis and investigation.
• Maintains dual control and proper security procedures.
• Ensures that the Cash Dispenser/Recycler and ATM is properly maintained and utilized by monitoring daily cash flow and balancing daily.
• Ensures proper review and settlement of in-clearing check items by reviewing account history and paying or returning rejected items in accordance with Regulation CC.
• Assists Branch Manager and Assistant Manager in completing monthly State of the Branch and General Ledger Reconciliation reports, to review the financial activities of the branch and ensure all required actions are conducted.
• Ensures adequate coverage and maintains acceptable levels of customer service by operating as a Universal Banker when necessary.
• Helps out when needed by performing other related duties that may be necessary from time to time.

What This Job Offers

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