Financial Center Supervisor

Hancock Whitney•Beaumont, TX

About The Position

The Financial Center Supervisor ensures a strong operational foundation while building client relationships and performing financial transactions, cash-control duties, and client service. The role works to uncover clients’ financial needs, minimize loss, reduce risk, and deliver accurate, superior service. It coordinates staff and daily operations, provides guidance to associates, supports risk-management procedures, and models sales and service behaviors. The position also serves clients directly through routine and complex transactions, problem resolution, financial-needs discussions, referrals, and education about self-service and digital banking options. It carries supervisory responsibility for the assigned team, including coordination and evaluation of staff and, as applicable, hiring, training, work assignments, performance management, compensation, expense approvals, and resolving concerns.

Requirements

High school diploma or GED.
At least 3 years of cash-handling and customer-service experience in retail or branch banking; alternatively, a bachelor’s degree and at least 1 year of cash-handling and customer-service experience in retail or branch banking.
Working knowledge of Microsoft Office, including Word, Excel, and Outlook.
Ability to navigate multiple computer systems and applications and use search tools to find information.
Must meet initial and ongoing National Mortgage Licensing System and Registry (NMLS) registration requirements under the SAFE Act of 2008, including acceptable background investigation results.
Working knowledge and understanding of laws and regulations pertaining to the banking industry.
Excellent in-person and telephone communication skills, including the ability to tailor product and service features and benefits to clients with differing needs.
Ability to learn products, services, and procedures quickly and accurately.
Comfort educating others on technology.
Professional, thorough, and organized, with strong follow-up skills.
Ability to work in a team and proactively collaborate with others to serve clients.
Ability to understand and follow policies, procedures, and regulatory requirements.
Ability to work financial-center hours, including weekends and some evenings.
Ability to travel if required to perform essential job functions.
Ability to work under stress, manage competing priorities, and meet deadlines.
Ability to operate related equipment required for essential job functions.
Ability to read and interpret documents when required for essential job functions.
Ability to lift, move, or carry approximately 30 pounds when required for essential job functions, subject to the accommodation terms stated in the posting.

Responsibilities

Conduct morning operational huddles.
Coordinate staffing, scheduling, and duty assignments to support efficient financial-center operations.
Guide associates on teller transactions and reinforce policies and procedures.
Assist with morning and evening operations, including opening and closing the vault, handling and securing the Night Depository, preparing teller stations, balancing teller windows and the financial center, and clearing teller errors and cash items.
Help mitigate operational loss by managing financial-center and vault cash limits, granting supervisory transaction overrides, ensuring proper hold placement, and resolving outages.
Research and resolve client issues.
Follow the financial center Risk Management Review process, including dual-control procedures, and support the Bank’s risk-management culture.
Use and maintain knowledge of equipment including ATMs, Cash Recycler Machines, currency counters, and coin sorters.
Model sales and service behaviors, professionalism, and effective lobby management for associates.
Meet with clients and prospects in person or by phone to build relationships, identify financial needs, and offer suitable product solutions; activities may include outbound calls or educational seminars.
Educate clients about alternate service channels and digital options, including mobile, online, and ATM services.
Refer clients to business partners for specialized financial needs.
Use product and procedural knowledge to resolve client problems appropriately and efficiently.
Process routine and complex client transactions, including deposits, withdrawals, and loan payments.
Conduct client and prospect management activities.
Hold proactive sales conversations and conduct financial-needs assessments; identify and act on sales opportunities and build a pipeline of appointments to meet assigned sales goals.
Maintain operational and financial safety and soundness by remaining aware of the environment, situation, and client, and using lobby management to manage interactions and risk.
Coordinate and evaluate the assigned team; responsibilities may include interviewing, hiring, training, assigning and directing work, performance management, associate compensation, approving expense reports, and addressing concerns and resolving problems.