Service Manager I

Lone Star National Bank•Hidalgo, TX

12d•Onsite

About The Position

The Service Manager leads a banking center’s teller operations, ensuring operational accuracy, regulatory compliance, and consistent service quality. The role oversees teller procedures, maintains internal controls, develops staff through coaching and performance management, and exercises independent judgment within established teller policies and procedures. The Service Manager is the primary escalation point for teller-related operational matters and reports to the Banking Center Manager. The position oversees Tellers and may require cross-training in other departments or rotation between banking centers as needed. The role requires a high school diploma or GED; a bachelor’s degree in business, marketing, or a related field is preferred. Candidates need 3–5 years of teller experience, or three years of teller experience at Lone Star National Bank, along with knowledge of teller operations, audits, and compliance controls. English-Spanish bilingual ability is required. Work arrangements such as telecommuting or working from home are not permitted.

Requirements

High school diploma or GED required.
Minimum 3–5 years of teller experience, or three 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 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 in English and Spanish required.
Ability to work flexible hours, Monday through Friday and on a rotating Saturday schedule, as business needs dictate.
Punctuality and regular attendance.
Ability to work onsite; 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 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 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 adhere to those requirements.
Maintain knowledge of and comply with applicable federal and state laws, regulations, and bank policies and procedures, including internal audit controls; ensure department personnel adhere to them.
Maintain knowledge of BSA/OFAC/USA Patriot Act/CIP/AML requirements and ensure department personnel adhere to them.
Attend mandatory training and complete applicable online regulatory compliance courses.
Perform other related duties as required and assigned.