Customer Service Supervisor- Doylestown

Penn Community Bank•Doylestown, PA

10d•Onsite

About The Position

The Customer Service Supervisor is responsible for supervising and coaching CSR staff, ensuring compliance with Bank policies and procedures. This role involves managing the settlement of vault cash, ATM, night deposits, and all cash needs of the branch. The supervisor will process customer transactions accurately, perform account maintenance, and assist customers with complex issues. Additionally, they will promote Bank products and services, open accounts, participate in customer onboarding and outbound calls, and ensure timely and accurate balancing of transactions. The role requires providing outstanding customer service, utilizing the customer relationship management system, and overseeing operations and compliance items such as CTRs, cash audits, and offline balancing. Wire transfers and supervisor overrides may also be performed.

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.