Service Manager I

LONE STAR NATIONAL BANK•Rio Grande City, TX

19d•Onsite

About The Position

The Service Manager leads a banking center’s teller operations, ensuring operational accuracy, regulatory compliance, effective internal controls, and consistent service quality. The role exercises independent judgment within established teller policies and procedures and serves as the primary escalation point for teller-related operational matters. It develops teller staff through coaching and performance management and partners with the Banking Center Manager to support branch goals. The position may involve cross-training in other departments and rotating between banking centers as needed. Employees must attend required training, complete applicable online regulatory compliance courses, follow federal and state banking laws and bank policies, and maintain regular attendance. Telecommuting and working from home are not permitted.

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.
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, including Monday through Friday and a rotating Saturday schedule, as business needs dictate.
Regular attendance and punctuality.
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.

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 accuracy.
Partner with the Banking Center Manager to support branch goals related to 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 in accordance with bank policy, and ensure department personnel follow applicable requirements.
Maintain knowledge of and comply with federal and state laws, regulations, bank policies, and procedures, including internal audit controls, and ensure department personnel adhere to them.
Maintain knowledge of BSA, OFAC, USA PATRIOT Act, CIP, and AML requirements and ensure department personnel adhere to them.
Perform other related duties as assigned, including cross-training in other departments or rotating between banking centers as needed.
Attend mandatory scheduled training and complete applicable online regulatory compliance training.
Maintain punctuality and regular attendance, follow break procedures, and notify management when absent or tardy.