Financial Center Supervisor

Hancock Whitney Bank•New Orleans, LA

About The Position

The Financial Center Supervisor ensures a strong operational foundation while building client relationships and conducting financial transactions, cash control, and client service activities. The role supports efficient financial center operations, minimizes loss and risk, and delivers accurate, high-quality service. The supervisor coordinates staffing and assignments, guides associates, supports opening and closing procedures, handles operational issues, and promotes sound risk management. The position also models sales and service behaviors, supports client relationship and lobby management activities, and may conduct client meetings, outbound calls, and educational seminars. The supervisor provides oversight and coordination for an assigned team, including work direction, training, performance management, and resolution of associate concerns.

Requirements

High school diploma or GED and three years of cash-handling and customer-service experience in retail or branch banking; alternatively, a bachelor's degree and one year of such experience.
Working knowledge of Microsoft Office, including Word, Excel, and Outlook.
Ability to navigate multiple computer systems and applications and use search tools to locate information.
NMLS registration under the SAFE Act of 2008; employment depends on meeting initial and ongoing registration requirements, 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 about 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 with competing priorities and meet deadlines.
Ability to operate related equipment, read and interpret documents, and lift, move, or carry approximately 30 pounds if required to perform essential job functions, subject to accommodation where applicable.

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 duties, including opening and closing the vault, working and locking the Night Depository, preparing teller stations, balancing teller windows and the financial center, and resolving teller errors and cash items.
Help mitigate operational losses by managing financial center and vault cash limits, granting supervisory transaction overrides, ensuring appropriate hold placement, and resolving outages.
Research and resolve client issues.
Support the bank’s risk management culture and comply with the Financial Center Risk Management Review process, including dual-control procedures.
Use and maintain knowledge of equipment such as ATMs, Cash Recycler Machines, currency counters, and coin sorters.
Model sales and service behaviors, promote professionalism, and support lobby management.
Meet with clients and prospects in person or by phone to build relationships, identify financial needs, and tailor product solutions; activities may include financial center meetings, outbound calls, or educational seminars.
Educate clients about alternate delivery channels and digital solutions, including mobile, online, and ATM options.
Refer clients to business partners for specialized financial needs.
Apply product and procedural knowledge to resolve client problems efficiently and appropriately.
Process routine and complex client transactions, including deposits, withdrawals, and loan payments.
Conduct client and prospect management activities.
Lead proactive sales conversations and financial needs assessments, identify sales opportunities, build an appointment pipeline, and work toward assigned sales goals.
Maintain operational and financial safety and soundness, remain aware of the environment and clients, and use lobby management to manage client interactions and risk.
Provide guidance and oversight to the assigned team and coordinate and evaluate its work.
Carry out supervisory responsibilities in accordance with organizational policies, procedures, and applicable laws, including interviewing, hiring, training, work assignment and direction, performance management, associate compensation, expense report approval, and addressing concerns and resolving problems.