Financial Center Supervisor

Hancock Whitney•New Orleans, LA

About The Position

The Financial Center Supervisor ensures a solid operational foundation while building client relationships and performing financial transactions, including paying, receiving, and cash-control duties. The role seeks to uncover client financial needs, minimize loss, reduce risk, and deliver accurate, superior client service. The supervisor coordinates daily staffing and assignments, guides associates on teller transactions and policies, supports opening and closing duties, and helps manage cash, transaction overrides, holds, outages, and operational risk. The role also handles client research and problem resolution, promotes professional sales and service behaviors, and uses financial-center equipment accurately. In support of client service and lobby management, the supervisor may meet with clients and prospects in person or by phone, provide education on digital and self-service banking options, refer clients to business partners, process routine and complex transactions, and identify sales opportunities. The position carries supervisory responsibilities, including guidance and oversight of the assigned team and coordination and evaluation of its work. The role may include interviewing, hiring, training, assigning and directing work, performance management, compensation matters, expense-report approval, and resolving associate 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.
NMLS registration under the SAFE Act of 2008; employment is contingent on meeting initial and ongoing registration requirements, including acceptable background-investigation results.
Working knowledge and understanding of banking-industry laws and regulations.
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 approach with strong follow-up skills.
Ability to work in a team and proactively collaborate 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, read and interpret documents, and lift, move, or carry approximately 30 pounds when required to perform essential job functions, subject to the stated accommodation provision.

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, operating and securing the Night Depository, preparing teller stations, balancing teller windows and the financial center, and clearing teller errors and cash items.
Mitigate operational loss by managing financial-center and vault cash limits, granting supervisory transaction overrides, ensuring proper holds, and resolving outages.
Research and resolve client issues.
Support the Bank’s risk-management culture and adhere to 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 existing clients and prospects in person or by phone to build relationships, identify financial needs, and tailor product solutions; this may include financial-center meetings, outbound calls, or educational seminars.
Educate clients about alternative delivery channels and self-service options, including mobile, online, and ATM services.
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.
Engage in client and prospect management activities.
Conduct proactive sales conversations and financial-needs assessments, act on sales opportunities, and build an appointment pipeline to meet assigned sales goals.
Maintain operational and financial safety and soundness; assess the environment, situation, and client, and use lobby management to manage interactions and risk.
Provide guidance and oversight to the assigned team and coordinate and evaluate its work.
May interview, hire, and train associates; plan, assign, and direct work; manage performance and compensation; approve expense reports; and address concerns and resolve problems.