Service Manager II (SA)

LONE STAR NATIONAL BANK • San Antonio, TX

13d • Onsite

About The Position

The Service Manager II (SA) is responsible for leading the banking center's teller operations by ensuring operational accuracy, regulatory compliance, and consistent service quality while also serving as a fully cross-trained banker. This role oversees the execution of teller procedures, maintains strong internal controls, develops teller staff through coaching and performance management, and provides banking services to support customer relationship growth. The Service Manager II (SA) exercises independent judgment within established teller and banking policies and procedures and serves as the primary escalation point for teller-related operational matters while supporting the Banking Center Manager in achieving overall banking center sales, service, and operational objectives.

Requirements

• High School Diploma or GED required
• Minimum 4–6 years of teller experience, or 4 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
• Performs customer account maintenance and resolves complex account servicing requests.
• Identifies customer financial needs and recommends appropriate Bank products and services.
• Refers customers to lending, mortgage, treasury management, insurance, investments, and other specialized banking partners as appropriate.
• Assists with lobby management by supporting customer traffic, appointments, banker coverage, and overall customer experience.
• Supports Banking Center sales objectives through relationship development, referrals, and customer retention.
• 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

Benefits

• All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function.
• All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED