Supervisor of Area Retail Support

First Citizens Bank • Charlotte, NC

2d

About The Position

The Supervisor of Area Retail Support supervises a large team of float sales and service representatives and ensures adequate staffing coverage within an assigned area. The role hires and onboards float associates, manages their performance through coaching and direct supervision, and provides guidance on branch and teller operations. It also directs risk mitigation efforts, serves as an escalation point for area administrative staff handling personnel functions, and acts as a resource or backup operations manager to resolve issues.

The position supports associate training and development, sales programs, operational performance, and risk management. Frequent travel within the assigned area using personal transportation is required.

Requirements

• Bachelor's degree and 2 years of experience, or a high school diploma or GED/equivalent and 6 years of experience in Financial Services or Bank Operations, including supervisory experience.
• Valid driver's license.
• Ability to travel frequently within the area using personal transportation.
• Branch banking operations skills.
• Experience managing performance.
• Operational performance management skills.
• Written and verbal communication skills.

Responsibilities

• Hire, onboard, and place float associates within an area; travel to observe performance and maximize their contributions.
• Establish and monitor expectations to achieve company and department goals; make appropriate changes to team policies, procedures, and efficiencies.
• Manage the performance, training, and evaluation of assigned staff.
• Lead in-branch and online teller training as needed, ensuring consistent development of associate knowledge and ability.
• Ensure staff follows established training plans and performance goals; identify skill-development needs and facilitate learning and career progression.
• Support sales focus programs and initiatives, participate in branch huddles, coach float associates on referrals, and monitor sales performance.
• Promote staff understanding of offered products, competitor products, and related compliance issues.
• Reconcile outages and operational errors for float pool members; secure necessary approvals and support accuracy, efficiency, charge-off, and deposit-compliance objectives.
• Resolve escalated customer problems through research and engagement with corporate partners as needed.
• Recognize and educate staff on teller and branch risk exposures; secure Bank assets and perform cash verification as needed.
• Partner with senior management and operations teams to resolve risk-management concerns.
• Serve as an escalation point for area administrative staff handling personnel functions and as a resource or backup operations manager when needed.

Benefits

• The employer describes its benefits program as competitive, thoughtfully designed, and intended to meet associates' needs; further details are available at the provided benefits website.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager