Financial Center Supervisor

Hancock Whitney Bank•New Orleans, LA

6d•Onsite

About The Position

The Financial Center Supervisor ensures a solid operational foundation; builds relationships with clients while performing financial transactions including paying, receiving, and cash control duties; seeks to uncover financial needs, minimize loss, reduce risk, and deliver accurate and superior client service. This role involves performing morning operational huddles, coordinating staffing and scheduling, and offering guidance to associates regarding teller transactions and policy reinforcement. The supervisor also assists with opening and closing duties, managing financial center and vault cash limits, granting supervisory overrides, and ensuring proper hold placement and outage resolution. Additionally, the position involves research and problem-resolution for clients, supporting risk management culture, and utilizing various financial equipment. The role models sales and service behavior, promotes professionalism, and manages the lobby. It involves managing existing clients and prospects, discovering financial needs, tailoring product solutions, and educating clients on alternate delivery methods and digital solutions. The supervisor refers clients to other business partners, processes routine and complex transactions, engages in client management, and drives proactive sales conversations to meet sales goals. The position ensures operational and financial safety and soundness, maintains awareness of the environment, and leverages lobby management for client interactions and risk management.

Requirements

High School Diploma or general education degree (GED)
3 years of cash handling and customer service experience in retail or branch banking or Bachelor’s degree and 1 year of cash handling and customer service experience in retail or branch banking
Working knowledge of the Microsoft Office suite (Word, Excel, and Outlook)
Ability to navigate in multiple computer systems and applications, and utilize search tools to find information
This position requires National Mortgage Licensing System and Registry (NMLS) registration under the SAFE Act of 2008. Employment is contingent upon 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 communication skills – in person and over the phone – with proven ability to tailor features and benefits of products/services to clients with differing needs
Ability to learn products, services, and procedures quickly and accurately
Comfortable educating others on technology
Professional, thorough, and organized with strong follow-up skills
Performs well in a team environment and proactively collaborates 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 the essential job functions
Ability to work under stress with competing priorities and meet deadlines
Ability to operate related equipment to perform the essential job functions
Ability to read and interpret a document if required to perform the essential job functions
Ability to lift/move/carry approximately 30 pounds if required to perform the essential job functions. If the employee is unable to lift/move/carry this weight and can be accommodated without causing the department/division an “undue hardship” then the employee must be accommodated; hence omitting lifting/moving/carrying as a physical requirement.

Responsibilities

Performs morning operational huddles.
Completes Staffing & Scheduling coordination and duty assignments to ensure efficient operation of the financial center.
Offers guidance to associates regarding teller transactions and reinforces policy and procedure.
Assists with financial center morning and evening duties to include opening and closing the vault, working and locking the Night Depository, setting up the Teller station with supplies and cash, balancing the Teller window/financial center, and clearing teller errors and cash items.
Assists in mitigating operational loss within a financial center to include managing financial center and vault cash limits, granting staff supervisory override for transactions, ensuring proper hold placement and outage resolution.
Performs research and problem-resolution for clients as issues arise.
Supports the Bank's strong risk management culture through awareness, knowledge and sound decision-making and is responsible for adherence to the financial center Risk Management Review process to include dual control procedures.
Accurately utilizes equipment and remains knowledgeable of equipment functionality to include ATM, Cash Recycler Machines, Currency Counters and Coin Sorters to provide financial center services.
Models sales and service behavior for associates and promotes professionalism to include lobby management.
Manages existing clients and prospects by meeting with them, both in person and over the phone, to build and maintain strong, lasting relationships, discover financial needs and tailor product solutions to meet the client’s overall financial needs.
Proactively educates clients on alternate delivery methods and channels that make client’s lives easier by providing self-service options, including emerging technology and digital solutions like mobile, online and ATM options, to access their accounts 24 hours a day/7 days a week.
Refers clients to other business partners to provide clients with experts who can assist them with their specialized financial needs.
Applies product and procedural knowledge to solve client problems appropriately and efficiently to enhance the client experience.
Processes a variety of routine and complex transactions for financial center clients, including deposits, withdrawals, and loan payment processing.
Engages in client and/or prospect management activities.
Drives proactive sales conversations and financial needs assessment including, identifying and independently acting upon sales opportunities to build a strong pipeline of appointments to meet assigned sales goals.
Ensures operational and financial safety and soundness.
Maintains awareness of the environment, the situation, and the client.
Leverages lobby management as a tool for managing client interactions and risk.
Carries out supervisory responsibilities in accordance with the organization's policies, procedures and applicable laws; Provides guidance and oversight to and is responsible for the coordination and evaluation of the assigned team.
Responsibilities may include interviewing, hiring and training associates; planning, assigning and directing work; performance management; associate compensation; approving expense reports; addressing concerns and resolving problems.