Service Manager I

LONE STAR NATIONAL BANK•Hidalgo, TX

13d•Onsite

About The Position

The Service Manager leads a banking center’s teller operations, ensuring transaction accuracy, regulatory compliance, effective internal controls, and consistent service quality. The role oversees teller procedures and staff development, 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 tellers. It may require cross-training in other departments and rotation between banking centers as needed. Employees must attend mandatory role-specific and regulatory training and comply with applicable banking laws, regulations, and bank policies. Lone Star National Bank encourages employees to participate in bank-sponsored and community activities.

Requirements

High school diploma or GED.
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.
Ability to coach, develop, and lead frontline staff.
Strong decision-making and problem-solving skills in a regulated environment.
Ability to retain and consistently apply detailed operational and regulatory procedures.
High 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 proficiency in English and Spanish.
Ability to work flexible hours, Monday through Friday, and a rotating Saturday schedule as business needs dictate.
Ability to attend scheduled mandatory training and complete applicable online regulatory compliance courses.
Regular attendance and punctuality.

Nice To Haves

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

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.
Escalate and address teller issues, discrepancies, and operational concerns.
Perform teller transactions as needed to support operational flow and coverage.
Maintain accountability for assigned cash and ensure its accuracy.
Partner with the Banking Center Manager to support branch goals for service quality, productivity, and operational effectiveness.
Participate in job-specific training and other bank training programs.
Maintain knowledge of internal risk controls and loss prevention, report suspicious or unusual customer activity according to bank policy, and ensure department personnel follow relevant requirements.
Maintain knowledge of and comply with federal and state laws, regulations, bank policies, and internal audit controls, and ensure department personnel do the same.
Maintain knowledge of BSA, OFAC, USA PATRIOT Act, CIP, and AML requirements and ensure department personnel adhere to them.
Perform other related duties as required and assigned.
Meet attendance expectations, including punctuality, regular attendance, and notifying management of absences or tardiness.