Experience Banking Supervisor

Leader Bank•Arlington, TX

20h•$59,511 - $89,266•Onsite

About The Position

Leader Bank is looking for exceptionally dedicated team members to join one of the country’s fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion. Exemplary products and an innovative spirit have driven Leader Bank’s rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion. The Experience Banking Supervisor will be responsible for directly supervising the Experience Banking Team by providing day-to-day leadership, coaching, guidance, and oversight to ensure daily functions and expectations are consistently met. This role will oversee team performance, support team member development, assist with workload prioritization, and help ensure a high level of client service across all interactions. They will extend the success of the team by proactively enhancing protocols collaboratively with other departments. The Supervisor will also work on identifying areas requiring enhancement, developing new processes or improvements to review with management, and coordinating and writing training materials to support team knowledge, consistency, and process adoption.

Requirements

Advanced knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, flowcharts, uniform presentations, etc.)
Proven strong critical thinking and data-analysis skills navigating large data sets
Strong technical aptitude with the ability to effectively leverage systems, reporting tools, and AI-enabled resources to improve efficiency, support training, analyze information, and enhance team processes
Demonstrate capability to manage projects from beginning to end with minimal assistance
Always exemplify appropriate workplace behavior and business ethics
Demonstrated ability to directly supervise team members, including providing clear expectations, coaching, feedback, and follow-up to support performance and accountability
Ability to identify team training needs and develop, write, and deliver training materials that promote consistent procedures, service standards, and operational knowledge
Strong leadership skills with the ability to mentor team members, support professional development, and reinforce a high-performance, client-focused team environment
Ability to answer complex client and team member inquiries without supervision
Professionalism and sound judgment in creating solutions in the best interests of clients, team members, and the business
Ability to articulate clear updates to operating practices using a standardized format
Ability to understand the unique needs of the business and summarize complex situations succinctly for leadership review

Responsibilities

Serve as the primary point of contact for clients, ensuring exceptional service and satisfaction
Manage and resolve client inquiries, complaints, and service requests with professionalism and urgency
Conduct in-depth and situational interview questions and sufficiently summarize for management review
Write and facilitate team member annual reviews
Provide direct supervision of team members by monitoring daily performance, assigning and prioritizing work, providing coaching and feedback, and ensuring timely follow-up on performance expectations
Develop new and improved procedures with minimal supervision
Additional system design and administration authority
Create the operations schedule and proactively ensure daily coverage for both opening and closing shifts
Manage multiple projects concurrently and prioritize issues
Create reports to track metrics for issue resolutions and suggestions of product enhancements
Mentor team members to develop in and beyond their role
Coordinate and write training materials to support team knowledge, consistency, and process adoption
Conduct routine audits of team activities, processes, and client interactions to ensure accuracy, consistency, and adherence to established procedures
Facilitate meetings across departments