Service Manager II (SA)

LONE STAR NATIONAL BANK•San Antonio, TX

41d•Onsite

About The Position

The Service Manager II is responsible for ensuring a banking center’s goals and objectives are executed. This role helps create local strategies to maximize banking center productivity and employee development, and leads, coaches, motivates, and develops the team. The position manages teller operations and staff, provides customer service, supports sales and referrals, and ensures compliance with banking policies, regulations, and internal controls. The role may require cross-training in other departments and rotation between banking centers as needed. It is based at the San Antonio Zarzamora banking center in San Antonio, Texas, and reports to the Banking Center Manager (SA).

Requirements

High school diploma or GED.
Five years of teller experience, or three years of teller experience at Lone Star National Bank.
Prior management experience; equivalent leadership-role experience may substitute.
Thorough understanding of corporate business account documentation and consumer loan documentation, including proficiency with BSA and CIP.
Ability to learn and adapt to new information and technology platforms.
Proficiency with personal computers and Microsoft Word, Excel, and Outlook.
Ability to work flexible hours as scheduled Monday through Friday, with a Saturday rotation; hours may fluctuate according to business needs.
Attend scheduled mandatory training and complete online regulatory compliance training applicable to the job function.
Ensure actions comply with federal banking laws and regulations and internal bank policies and procedures.

Nice To Haves

Bachelor’s degree in business, marketing, or a related field; equivalent experience in sales, marketing, or operations may substitute for this preferred degree.
Bilingual in English and Spanish.

Responsibilities

Create and contribute to local strategies that maximize banking center productivity and employee development.
Lead, coach, motivate, and develop team members to help them reach their potential and achieve banking center goals.
Provide a welcoming environment and communicate effectively and professionally with customers and team members.
Coach the team to deliver exceptional-quality service and use critical thinking and problem-solving to identify or resolve customers’ financial needs.
Manage teller operations, including audits, compliance, risk, sales, service, opening and closing, and facility upkeep.
Manage the hiring, daily activities, coaching, evaluation, and counseling of reporting staff.
Provide customer service, including opening new accounts, processing credit card and loan needs, and cross-selling bank products and services such as ATM and mobile banking.
Support banking center goals and individual sales and referral goals by cross-selling and referring customers to bank partners for more complex needs, including commercial lending, mortgage, insurance, investments, merchant services, wealth management, and treasury management.
Assist the teller line as needed and maintain and balance the cash drawer, accounting for cash assigned, received, and disbursed.
Maintain knowledge of new-account compliance rules and regulations and internal audit controls related to banking center lobby operations.
Maintain knowledge of risk controls and loss prevention, report suspicious or unusual customer activity according to bank policy, and ensure department personnel follow applicable controls.
Comply with federal and state laws and regulations and bank policies and procedures, including internal audit controls, and ensure department personnel comply.
Maintain knowledge of and ensure adherence to BSA, OFAC, USA PATRIOT Act, CIP, and AML requirements.
Attend required job-specific and other bank training, including mandatory and online regulatory compliance training.
Perform other related duties as assigned, including cross-training in other departments or rotation between banking centers as needed.
Oversee the tellers.