Service Manager I

Lone Star National Bank•Rio Grande City, TX

19d•Onsite

About The Position

The Service Manager I leads a banking center’s teller operations, ensuring operational accuracy, regulatory compliance, strong internal controls, and consistent service quality. The role oversees teller procedures and staff development through coaching and performance management, exercises independent judgment within established policies, and serves as the primary escalation point for teller-related operational matters. The position reports to the Banking Center Manager and oversees the Tellers. The employee may be asked to perform other related duties, cross-train in other departments, or rotate between banking centers as needed. The Service Manager partners with the Banking Center Manager to support service, productivity, and operational goals. Employees must attend mandatory job-specific and regulatory training, comply with banking laws and policies, and maintain regular attendance. Telecommuting and working from home are not permitted. Employees are encouraged to volunteer for bank-sponsored and community activities.

Requirements

High school diploma or GED required.
Minimum 3–5 years of teller experience, or 3 years of teller experience at Lone Star National Bank.
Demonstrated knowledge of teller operations, audits, and compliance controls.
Proven ability to coach, develop, and lead frontline staff.
Strong decision-making and problem-solving skills within a regulated environment.
Ability to retain and consistently apply detailed operational and regulatory procedures.
High level of integrity, accountability, and attention to detail.
Ability to learn and adapt to new information, procedures, and technology platforms.
Proficiency with personal computers and Microsoft Office applications, including Word, Excel, and Outlook.
Bilingual in English and Spanish required.
Ability to work flexible hours, including Monday through Friday and a rotating Saturday schedule, as business needs dictate.
Ability to attend scheduled mandatory training and complete applicable regulatory compliance training.
Regular attendance and punctuality are essential.
Telecommuting and working from home are not permitted.

Nice To Haves

Bachelor’s degree in business, marketing, or a related field preferred.

Responsibilities

Create a welcoming environment and communicate professionally and effectively with customers and team members.
Model and reinforce exceptional service standards and operational discipline.
Lead teller operations, including transaction accuracy, cash controls, audits, compliance, risk management, and service execution.
Supervise the hiring, training, scheduling, coaching, evaluation, and counseling of teller staff.
Conduct teller observations and review large transactions, Reg CC holds, and exception handling.
Manage cash operations, including cash ordering, vault limits, dual controls, and surprise cash audits.
Ensure adherence to internal policies, procedures, and regulatory requirements related to teller operations.
Prepare and review teller-related reports and documentation.
Serve as the escalation point for teller issues, discrepancies, and operational concerns.
Perform teller transactions as needed to support operational flow and coverage.
Maintain accountability for assigned cash and ensure accuracy.
Partner with the Banking Center Manager to support branch goals related to service quality, productivity, and operational effectiveness.
Participate in job-specific training and other bank training programs as necessary.
Maintain knowledge of internal risk controls and loss prevention, report suspicious or unusual customer activity according to Bank policy, and ensure department personnel follow applicable requirements.
Maintain knowledge of and comply with federal and state laws, regulations, Bank policies and procedures, and internal audit controls; ensure department personnel adhere to them.
Maintain knowledge of BSA, OFAC, USA Patriot Act, CIP, and AML rules and requirements and ensure department personnel adhere to them.
Perform other related duties as required and assigned.
Attend scheduled mandatory training and complete applicable online regulatory compliance courses.
Maintain punctuality and regular attendance, follow workplace attendance procedures, and notify management of absences or tardiness.
Support community involvement through volunteering for bank-sponsored, civic, charitable, and community events, as encouraged.