Customer Service Supervisor- Bethlehem

Penn Community Bank•Bethlehem, PA

About The Position

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function. Supervise and coach CSR staff and ensure compliance with Bank policies and procedures Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures. Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering. Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests. Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending Open personal and business accounts adhering to all Bank policies and procedures when opening accounts. Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns Organize work to facilitate a timely and accurate balancing of transactions at the end of the day. Provide outstanding customer service while exhibiting a professional demeanor at all times. Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system. Responsible for operations and compliance items such as CTR’s, cash audits, cash box difference monitoring and offline balancing. Conduct wire transfers and supervisor overrides as needed following the proper procedures Perform related duties as required. Compliance Comply with all applicable regulations and Bank policies regarding employment and employment law. Participate in annual compliance and other job-related training. Comply with applicable bank regulations, Bank policies and procedures. Comply with Bank’s internal privacy and ethics standards. Relationships and Contacts Internal: Reports to Branch Manager / Sales and Service Manager; Frequent contact with Branch Team members to discuss sales products, services, policies, procedures and changes; Timely contact with team members from various levels of the bank External: Frequent contact with current and potential customers regarding products and services; Representation of the Bank through community involvement and volunteerism Education and Experience High School diploma or equivalent required; Associate’s or Bachelor’s degree preferred Minimum 2 years’ banking experience or relevant work experience Skills and Competencies Knowledge of Bank products and services Excellent customer service skills Ability to interact well with Team members and customers Supervisory and coaching skills Strong attention to details and accuracy Basic computer skills Ability to multi-task and remain organized NMLS preferred Ability to use sound judgment when making decisions on behalf of the Bank Penn community Bank is an equal opportunity employer. Thank you for your interest in joining the Penn Community Bank Team! Penn Community Bank holds $3 billion in assets, employs more than 300 people, and offers banking and lending services at financial centers throughout southeastern Pennsylvania. As an independent, mutual financial institution, Penn Community Bank is not publicly traded and operates with its long-term mission in mind: to help businesses grow and prosper, to provide financial resources to individuals and families throughout their lifetimes, to strengthen the local economy, and to partner with local organizations to act as a catalyst for positive growth in every market it serves.

Requirements

High School diploma or equivalent required
Minimum 2 years’ banking experience or relevant work experience
Knowledge of Bank products and services
Excellent customer service skills
Ability to interact well with Team members and customers
Supervisory and coaching skills
Strong attention to details and accuracy
Basic computer skills
Ability to multi-task and remain organized
Ability to use sound judgment when making decisions on behalf of the Bank

Nice To Haves

Associate’s or Bachelor’s degree preferred
NMLS preferred

Responsibilities

Supervise and coach CSR staff and ensure compliance with Bank policies and procedures
Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.
Process customer transactions accurately and efficiently, ensuring all required forms are completed properly.
Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.
Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.
Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending
Open personal and business accounts adhering to all Bank policies and procedures when opening accounts.
Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns
Organize work to facilitate a timely and accurate balancing of transactions at the end of the day.
Provide outstanding customer service while exhibiting a professional demeanor at all times.
Utilize the customer relationship management system to document customer conversations and send referrals to other departments.
Encourage direct reports to utilize system.
Responsible for operations and compliance items such as CTR’s, cash audits, cash box difference monitoring and offline balancing.
Conduct wire transfers and supervisor overrides as needed following the proper procedures
Perform related duties as required.
Comply with all applicable regulations and Bank policies regarding employment and employment law.
Participate in annual compliance and other job-related training.
Comply with applicable bank regulations, Bank policies and procedures.
Comply with Bank’s internal privacy and ethics standards.