New Account Supervisor

Glacier Bancorp, Inc.•Laurel, MT

6d•Onsite

About The Position

Western Security Bank is hiring for a New Account Supervisor at our Laurel location. The primary purpose of the New Account Supervisor is to open new accounts, maintain existing accounts and provide excellent customer service that meets and exceeds service expectations, while adhering to all banking rules, regulations, policies, procedures, laws and core values. The New Account Supervisor position functions as a Customer Service Specialist III (CSSIII), as well as effectively supervises the New Account staff with support from the Customer Service Manager and/or Branch Manager. CSSIII's are responsible for greeting customers visiting the branch and using the essential skills of effective communication and listening to meet the financial needs of customers and develop customer relationships. CSSIII's perform routine teller and bank transactions, educate customers as to products/services available, open new and maintain existing deposit accounts and other customer service duties, promoting Western Security Bank by maintaining good customer relations and referring customers to appropriate staff for new services. The expectations for the New Account Supervisor include actively supervising, mentoring, coaching, training and educating new and existing CSS employees. The New Account Supervisor will promote and enforce the High-Performance Growth (HPG) program that encourages cross-selling Bank products and services that contributes to the overall growth of Western Security Bank. The New Account Supervisor will work independently as well as in cross-functional teams with various levels of knowledge. These cross-functional teams assist internal support staff to accomplish position/department/customer goals within regulatory/policy guidelines.

Requirements

High school diploma or general education degree (GED).
A minimum of 3 years previous New Account experience.
Proficiency in computer applications and equipment necessary for the job.
Excellent interpersonal communications skills including customer service orientation and strong listening skills.
Strong written and verbal communication skills.
Strong analytical and attention to detail skills.
Ability to work well under pressure with a high degree of attention to detail.
Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadlines-oriented environment.
Ability to work quickly and accurately: perform effectively under pressure; meeting multiple and sometimes competing deadlines and make decisions based on regulation(s), company policy(s), knowledge and experience.
Mathematics and reasoning are constantly used/required on the job.
Memory and estimating are frequently used/required on the job.
Problem solving and exercising judgment are frequently used/required on the job.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer and over the phone for an average of 6-8 hours per day, when necessary.
Must be capable of regular, reliable and timely attendance.
While performing the duties of this job, the employee constantly works with time constraints and maintains attentiveness, duration and intensity.
The employee frequently has routine workflow.
The employee frequently exercises flexibility (the ability to shift from one task to another). Guidance, reinforcement, and co-worker support are available frequently.

Nice To Haves

A minimum of 1 year previous supervisory experience preferred.
Equivalent combination of relevant education and work experience will be considered.

Responsibilities

Assist with wide variety of customer services including opening and maintaining deposit and savings accounts, safe deposit boxes, and e-banking products. Prepare associated documentation and scan for record retention purposes.
Proficient with accurate administration of the Customer Identification Program and Beneficial Ownership Program.
Assist customers with opening CDs/IRAs and educate customers as to penalties, earnings, etc.
Use every customer contact as an opportunity to advise customer about additional services or programs that might benefit them.
Maintain proficient knowledge of deposit and loan products and services to effectively present the appropriate solutions to the customer.
May perform transactions for bank customers, including but not limited to: receiving deposits, accepting checks for cashing, accepting loan payments, accepting wire transfer requests, filling business change orders, issuing cashier’s checks, redeeming savings bonds, selling travel cards, processing credit card advance requests, processing telephone transfers, processing and recording night deposit transactions, processing check orders, issuing debit cards.
Possess a basic knowledge of bank products such as checking, savings, and money market accounts, CDs, and e-banking services.
Promote High Performance Checking Tell-A-Friend Program as well as helping with branch displays and big day promotions.
Effectively sell and cross-sell the services and accounts by the bank to best fit customers’ needs.
Assist customers in reconciling accounts, closing accounts, and change of addresses, as well as providing statement printouts and check copy requests.
Answer incoming calls, direct calls, and taking messages.
Provides supervision to the New Account staff by participating in various aspects of supervisory duties including performance reviews, disciplinary issues, and delegation of duties.
Facilitate effective cross-training of staff.
Create front-line schedules based on business need and required rotations.
Responsible for required timekeeper duties in various aspects of completing payroll processing.
Responsible for following established policies, procedures, and regulations when processing new account duties and front-line overrides.
Will train new employees by supporting the Branch Buddy and Standard Training Programs.
Will work with branch management to prepare performance evaluation, Teller Stats and/or disciplinary notices.
Will create, facilitate and manage front-line staff meetings.
Must comply, support and educate applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Responsible for remaining compliant with all applicable banking laws and regulations as well as following company policies and procedures, management directives, security and operational procedures.
Accountable for maintaining accuracy and attention to detail in all aspects of the job.
Responsible for keeping all information related to customers, co-workers and the bank private and confidential. Assure that any private information is accessed only as it pertains to the performance of your position, being aware of others who can hear your conversations or view private information.
Proactively protect WSB and its customers from counterfeit and fraudulent activity by staying current on fraud warnings and initiating discussion with customers regarding specific transactions to prevent potential loss to customers and WSB.
Complete all required annual compliance training and continuing education to stay current with bank policy, regulations, and licensing requirements.
Responsible to stay aware of and adhere to the banks security policy. Notify management of any situation that may cause a security risk.
Adhere to WSB’s company Mission, Vision, Core Values and Service Principles.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy, and respect toward external customers as well as internal customers.
Is knowledgeable on our banking products and services.
Can communicate requests and product information in a manner that is understood by the customer.
Demonstrate a “customers come first” approach when prioritizing tasks.
Maintains a professional, courteous, service-oriented relationship with all internal and external customers.
Responsible for completing the HPG Sales Presentation Certification.
Responsible to encourage and support the established HPG branch goals.
Encourage, educate and support the Tell-A-Friend Referral Program.
Exhibit knowledge and understanding of WSB products and services and their benefits. Must have the ability to articulate the advantages to the customer and cross-sell products and services that meet the customers needs.
All employees are accountable for compliance with applicable laws and regulations when performing their job duties. Each employee is expected to participate in required training to become familiar with the legal and regulatory requirements affecting his or her job responsibilities. It is the affirmative duty of each employee to always carry out these responsibilities in a manner that complies with all applicable legal and regulatory requirements, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
May be required to rotate between the teller-line and new accounts area based on organizational needs.
Complete required bank and OnCourse training courses within assigned time frame(s).
Represent WSB in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
Keep work area tidy and maintain customer privacy.
Attends and participates in meetings as required.
Additional duties as requested or assigned.