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Mechanics Bank · 2 weeks ago

Customer Service Supervisor, Retail

Harbor City, California

Full-time

Onsite

Senior Level

$24.80/hr - $42.15/hr

5+ years exp

Mechanics Bank is currently seeking a full time Customer Service Supervisor - Retail to join their team at the Harbor City Branch. This role involves leading and supporting the Customer Service Representative (CSR) staff, ensuring exemplary customer service, and managing branch operations in collaboration with the Branch Manager.

BankingFinancial ServicesWealth Management

Responsibilities

Works with Branch Manager to coach CSR staff for improved job performance, assists manager with performance reviews and develops individual performance goals. Provides input on hiring and termination activities

Positively recognizes staff for exceptional customer service, sales, and operations

Actively engages staff to cultivate and encourage professional development

Develops strong internal partnerships with support teams, marketing and other sales production areas

Provides sales and service training targeted to branch needs and specific development goals of CSR staff

Works with Branch Manager to set team goals and motivates staff to success

Presents at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations

Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products. Actively initiates partner referrals when appropriate to client needs

Works with branch manager to motivate and coach CSR staff to desired production levels

Assists Branch Manager with sales programs to generate targeted branch deposit growth

Works closely with Branch Manager on business customer prospecting / business development, including outside calling

Schedules CSR staff to ensure appropriate lobby coverage

Works with CSR staff to ensure effective lobby management and a positive customer experience

Keeps CSR staff current with operational standards and procedures, performs and reviews internal audits, ensuring adherence to policies and procedures

Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys, combinations, security signals and cash limits

Determines rejects /returns in adherence with guidelines determined by Retail Leadership

As needed, assists customers with paying and receiving activities and account servicing, always remaining vigilant to support of customer needs

Ensures appropriate assignment of ATM servicing and cash vault duties, may assume these duties

May provide remote approvals to CSR staff at other branch locations

Consistently models exemplary customer service

Coaches CSR staff to enhanced customer service levels

Actively listens to clients and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility

Partners with Branch Manager to perform customer retention activities

Participates in a minimum of 2 community involvement activities per year

Works with Branch Manager and Marketing team to determine sponsorship opportunities each year

Qualification

Sales TechniquesCustomer ServiceLeadershipTeller SoftwarePerformance ManagementNegotiation SkillsMicrosoft ExcelMicrosoft WordTeam DevelopmentCommunication Skills

Required

Minimum of 5 years job experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to Bank or retail operations

Proven ability to lead and develop a team

Proven history of negotiation and influencing skills

Proven sales techniques and sales management skills

Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs

Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner

Must be a self-starter, dependable, able to work within deadlines under pressure

Must possess excellent judgment, and the ability to accept responsibility and handle confidential information

Ability to work quickly and accurately, to analyze information and make decisions

High school diploma or equivalent

Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices

Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects

Frequent (up to 1/2 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time

Preferred

Professional staff development, performance management, training, and employee counseling skills

Benefits

Medical, prescription, dental, and vision coverage for employees and their eligible family members

Employer paid Employee Assistance Program, Life Insurance, AD&D, and Disability benefits

Health Savings Account with employer contribution

Healthcare and Dependent Care Flexible Spending Accounts and Commuter/Parking Benefit

401(k) and Roth 401(k) with company contribution

529 Education Savings plan, Tuition Reimbursement Program and Student Loan Assistance Program

Supplemental Health plans, Voluntary Legal and Identity Theft Services

11 paid holidays, paid Sick days (accrual of one hour for every 30 hours worked), up to 25 paid vacation days, and 16 hours of paid volunteer time throughout the calendar year

Free personal checking and savings account; Discounted rates on primary residence loan with $0 origination fees (restrictions apply)