Job Description

Job Description
Customer Service Representative Supervisor

Classification: Non-Exempt

Reports to: Bank Manager or Assistant Bank Manager

Summary/Objective

The Customer Service Representative Supervisor (CSR Supervisor) is considered a critical link between the bank and its customers and plays a vital role in the branch’s success. A CSR Supervisor is responsible for providing exceptional customer service, including sales and service functions, and making qualified referrals in a fast paced, process driven team environment. The CSR Supervisor helps create, develop and support a dynamic CSR team that maintains strong customer relationships by providing quality services that help customers achieve their financial dreams.

Essential Functions

1. Accurately processes transactions including deposits, night drop deposits, withdrawals, transfers, loan payments, official checks, money orders and credit card advances. Other duties include maintaining the branch cash limit, performing branch audits and preparing branch reports.
2. Adheres to the bank’s Vision, Core Competencies and Moments of Truth while listening for referral opportunities and referring customers to the appropriate areas of the bank while coaching their team to do the same.
3. Safeguard the bank’s assets by efficiently operating a cash drawer and maintaining the vault while following the bank’s policies and procedures and adhering to the Bank Operations Manual.
4. Manages, develops and supports their team on efficient operations and sales and service standards.
5. Manages and trains the team to ensure each team member’s skill development and career growth opportunities are achieved. Responsible for interviewing, coaching, and evaluating CSRs and reviewing CSR timecards.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Supervisory Responsibility

This position is responsible for the direct supervision of Customer Service Representatives.

Work Environment

This job operates in a professional retail branch. This role routinely uses standard office equipment such as computers, phones, photocopiers, teller validators and scanners.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. This position requires manual dexterity including the ability to lift files, open filing cabinets, and lift coins or currency up to 40 pounds. This position requires maneuvering around the branch, bending, and stooping as necessary. Specific vision abilities required include close vision and ability to adjust focus.

Position Type/Expected Hours of Work
This is a full-time position. Days and hours vary according to the branch location.

Travel
Minimal travel is expected for this position.

Required Education and Experience

1. High school graduate or GED.
2. Working knowledge of computer software.
3. High energy with strong interpersonal oral and written communication skills.
4. Work in a team environment while following good judgement, tactfulness and time constraints while maintaining a professional manner.

Preferred Education and Experience

1. Post High School Education or 1 year of related experience.
2. Banking experience.
3. Management experience.

AAP/EEO Statement
Citizens National Bank is an equal employment opportunity employer and complies with all applicable laws and regulations regarding affirmative action and equal opportunity and does not illegally discriminate against anyone protected by law because of that person’s race, creed, color, age, sex, sexual orientation, gender identity, national origin, religion, status as an individual with a disability, or protected veteran status.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

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