Supervisor of Customer Experience

The Honesdale National Bank•Hawley, PA

12d•Onsite

About The Position

The Supervisor of Customer Experience oversees daily teller operations, ensuring accuracy, compliance, and exceptional customer service. This role combines hands-on transaction support with team leadership, training, and operational oversight. Ideal candidates are detail-oriented, proactive, and committed to fostering a positive branch environment.

Requirements

Exceptional customer service and issue resolution skills
Ability to cross-sell products
Strong verbal and written communication
High attention to detail and accuracy
Ability to multitask and prioritize in a fast-paced environment
Team-oriented with the ability to work independently
Commitment to confidentiality and ethical standards
Strong keyboarding, PC, and telephone skills
Proven ability to manage relationships and resolve issues effectively
Strong verbal and written communication skills
Familiarity with financial products and basic advisory principles
Strategic thinker, relationship builder, results-driven
Valid driver’s license with a clean driving record
Proven ability to lead, motivate, and develop a team in a fast-paced environment
Strong coaching skills
Thorough knowledge of banking regulations, including CTR reporting and vault security protocols
Ability to foster a positive, communicative branch environment
Experience onboarding new employees and delivering ongoing teller training
Ability to identify skill gaps and implement targeted development plans
Strong organizational skills for managing employee records, scheduling, and reporting
Ability to identify and recommend opportunities for business growth
High school diploma or equivalent
Minimum 3 years previous banking experience

Nice To Haves

Supervisory experience preferred

Responsibilities

Open and close vault, monitor vault security.
Oversee staff and operational functions.
Perform regular staff duties.
Provide training for new staff and ongoing training for teller staff.
Order and receive money for the branch.
Maintain money supply at each station. maintain bulk cash.
Ship money to Federal Reserve when necessary.
Maintain employee records, absenteeism, vacations, scheduling, part-time hours, and conduct progress reports and annual performance evaluations.
Assist with after-hours ATM calls and other duties as needed.
Clean and maintain equipment i.e., TCR machine, ATM machine, etc.
Ensure compliance with reporting requirements, i.e., CTRs, etc.
Assist customers in safe deposit box when area.
Assist the customer solutions area as needed.
Ensure the department's operations manual is kept current.
Keep up to date on rules and regulatory requirements.
Answer the telephone to assist prospective and existing customers.
Create an atmosphere that promotes upward communication.
Make recommendations to the management team about possible methods to improve the department.
Participate in community functions to increase the bank's visibility and to enhance new business opportunities.
Assume additional responsibilities as directed.