Service Manager I

Lone Star National Bank•Brownsville, TX

11d•Onsite

About The Position

The Service Manager is responsible for leading the banking center’s teller operations by ensuring operational accuracy, regulatory compliance, and consistent service quality. This role oversees the execution of teller procedures, maintains strong internal controls, and develops teller staff through coaching and performance management. The Service Manager exercises independent judgment within established teller policies and procedures and serves as the primary escalation point for teller-related operational matters. ESSENTIAL DUTIES The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary. In addition, incumbent may be required to rotate between banking centers, as needed. Creates a welcoming environment and communicates professionally and effectively with customers and team members Consistently models and reinforces exceptional service standards and operational discipline Leads all teller operations, including transaction accuracy, cash controls, audits, compliance, risk management, and service execution Supervises the hiring, training, scheduling, coaching, evaluating, and counseling of teller staff Conducts teller observations, reviews large transactions, Reg CC holds, and exception handling Manages cash operations, including cash ordering, vault limits, dual controls, and surprise cash audits Ensures adherence to internal policies, procedures, and regulatory requirements related to teller operations Prepares and reviews teller-related reports and documentation as required Serves as the escalation point for teller issues, discrepancies, and operational concerns Performs teller transactions as needed to support operational flow and coverage Maintains accountability for assigned cash and ensures accuracy at all times Partners with the Banking Center Manager to support branch goals related to service quality, productivity, and operational effectiveness Participates in job specific training and other various Bank training programs, as necessary Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel Performs other related duties as required and assigned QualificationsThese specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

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
Demonstrated 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 in personal computers and Microsoft Office applications (Word, Excel, 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

Nice To Haves

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

Responsibilities

Creates a welcoming environment and communicates professionally and effectively with customers and team members
Consistently models and reinforces exceptional service standards and operational discipline
Leads all teller operations, including transaction accuracy, cash controls, audits, compliance, risk management, and service execution
Supervises the hiring, training, scheduling, coaching, evaluating, and counseling of teller staff
Conducts teller observations, reviews large transactions, Reg CC holds, and exception handling
Manages cash operations, including cash ordering, vault limits, dual controls, and surprise cash audits
Ensures adherence to internal policies, procedures, and regulatory requirements related to teller operations
Prepares and reviews teller-related reports and documentation as required
Serves as the escalation point for teller issues, discrepancies, and operational concerns
Performs teller transactions as needed to support operational flow and coverage
Maintains accountability for assigned cash and ensures accuracy at all times
Partners with the Banking Center Manager to support branch goals related to service quality, productivity, and operational effectiveness
Participates in job specific training and other various Bank training programs, as necessary
Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel
Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel
Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel
Performs other related duties as required and assigned