Customer Service Supervisor

Customer Service Supervisor

Department/Location: Customer Service / Dt Lacey

Employee Reports to: Branch Operations Manager

FLSA: Hourly; Non-Exempt position

Status: Full-Time 76-80 Hours

Rate of Pay: Grade 14 / $19.89 to $29.25 an hour

Summary/Objective: The Customer Service Supervisor may act in the capacity of the Branch Operations Manager to include (but not limited to) the following duties: staff scheduling, transaction approvals within assigned limits, staff training, and promoting customer service excellence. The Customer Service Supervisor will assist the Branch Operations Manager with oversight of the customer service functions of the branch and help ensure efficient and timely completion of branch tasks. The Customer Service Supervisor must exercise independent, sound judgement and be able to act with little to no supervision.

Essential Job Functions:

• Act in the capacity of the Branch Operations Manager: provide transaction approvals, remaining within assigned limits.
• Assist the BOM in overseeing the daily operations of the deposit side of the branch.
• In the absence of the BOM, schedule branch staff (to include breaks and lunches).
• In the absence of the BOM, provide training to branch staff.
• Assist the BOM with branch certifications.
• Mentor new tellers by reviewing daily work and customer service delivery.
• Assist the BOM in leading staff meetings.
• Coach tellers to build customer relationships by offering bank products and services.
• Assist the BOM with maintaining a friendly, professional, and business-like atmosphere within the branch.
• Assist in quickly resolving difficult customer service issues in a tactful, effective manner.
• Inspire team cohesiveness.
• Communicate regularly with the BOM regarding branch successes and challenges.
• Must pass the Entry, Intermediate, Senior and Universal Banker Assessments.
• Successfully complete all assigned training, including required annual compliance training, in a timely manner.
• Follow all bank policies and procedures.
• Multi-lingual capabilities to include Spanish are a plus.

Requirements:

• High school diploma or equivalent.
• Customer service experience.
• Working knowledge of bank services.
• 1+ years of branch experience (preferred).
• Must take/pass CSS level teller assessment test within the first 90 days.

Knowledge, Skills & Abilities:

• Customer Focus.
• Decision Making.
• Technical Capacity.
• Stress Management / Composure.
• Thoroughness.
• Communication Proficiency.

Physical Demands: To successfully perform the essential duties of this position, an individual must be able to meet the physical demands listed below. While some absences may be protected by federal, state and/or local laws, regular attendance is an essential function of the job. Reasonable accommodations may be made to assist individuals with disabilities to perform essential job functions.

Work Environment: The duties of the job are performed on premises and in an office setting.

What We Offer: Based on eligibility, Timberland Bank offers a comprehensive benefits package including medical, dental, vision, 401k, vacation/paid sick leave and other great benefits with employee only. Timberland Bank is a family-friendly employer. Our employees enjoy competitive compensation and an excellent benefits package including:

• Medical, Vision and Dental Insurance
• Paid vacation and holidays
• Paid Birthday Day Off
• Two pay periods per month
• Paid sick leave
• 401k and employee stock ownership plans
• Paid training and advancement opportunities
• Numerous employee only banking benefits

Disclaimer: This job description is intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.