Customer Service Supervisor at University Bank in Ann Arbor, MI

Description

General Job Summary

The Customer Service Supervisor (CSS) is responsible for managing all branch daily support, security, operations, and staff, including the customer service representatives, and receptionist, in coordination with the Branch Manager, to ensure the fulfillment of bank policies and procedures. Manages and assists in the servicing of banking customers through all available channels as well as performs the opening and maintenance of accounts and other sales such as loans.

Summary of Essential Job Functions

• Manages all branch staff to include work assignments, scheduling, coaching, disciplinary action, performance reviews, and training in conjunction with the Branch Manager.
• Complete cash orders for branch and ATMs.
• Conduct cash and negotiable instrument audits as scheduled.
• Complete customer banking transactions (deposits/withdrawals/payments/etc.) and customer service requests (wire transfers/ordering checks/etc.) received via phone/mail/email/in-person.
• Provide transaction override approval for branch staff.
• Assess & refund fees on accounts as necessary.
• Balance teller drawer, branch cash, and ATM.
• Maintain secure & safe banking environment for customers & employees.
• Provide security training as needed.
• Secure cash at all times.
• Print & file transaction-specific reports including government/bank monitoring information.
• Complete banking sales for deposit & loan products and refer sales business to other partners within the organization as appropriate.
• Resolve customer disputes professionally and promptly.
• Attend community events regularly.
• Place holds and complete account maintenance as necessary.

Other Job Functions

• Approve branch staff time-cards.
• Assist with updating branch procedures as necessary.
• Ensure coverage for branch staff & receptionist.
• All other duties as assigned by management.

Requirements

Education, Training and Work Experience

• High School Diploma or equivalent required.
• Minimum of 2 years previous community banking experience required.
• Must be a licensed notary public or willing to obtain certification.
• Previous cash handling experience required.
• Previous customer service experience required.
• Previous supervisory experience desired.

Knowledge, Skills and Abilities

• Maintain & foster positive relationships with customers and business partners.
• Complete all assigned training in a timely manner.
• Provide professional communication in both oral & written expression.
• Excellent organizational, time management & analytical skills.
• Able to communicate effectively (verbal and written).
• High degree of accuracy.
• High degree of dependability.

Working Environment

Primary working environment is within an indoor climate-controlled office space. Employee may be subject to florescent lighting, dust, and other normal indoor-allergens. Employee will work in close proximity of coworkers and occasionally independently in quiet environments.

Physical Requirements

• Able to lift up to 40 pounds.
• Travel by foot in outdoor environments where it can slippery/etc.
• Extended periods of sitting (at computer desk).
• Complete repetitive tasks (including operation of computer mouse/keyboard).

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

**University Bank is an Equal Opportunity / Affirmative Action Employer**