Unit Supervisor - Branch Banking - ECR Band: Operational Leader Reports To: Branch Sales Assistant Manager or Branch Manager Job Code: OL127 Department: Sales & Distribution FLSA Status: Exempt Division: Branches Job Summary Supervisor of Teller performance and operations within the branch ensuring adherence to established policies, procedures and regulations. Provide daily coaching and development. Performs audit functions, participates in daily branch opening and closing procedures, model customer service expectations and takes responsibility for branch operations in the absence of the Branch Manager and/or Branch Assistant Manager . Essential Responsibilities Ø Directly supervises teller staff, monitoring performance for accuracy and efficiency. Carries out supervisory responsibilities in accordance with the bank’s policies. Assist with completing performance reviews of tellers. Assists with planning, assigning and disciplining tellers in the Branch Ø Maintains and controls consignment items Ø Promotes effective sales and service environment Ø Assures high quality of friendly customer service and adherence to sales and brand standards Ø Resolves customer inquiries/complaints and situations in a positive professional and efficient manner. Utilizes customer complaint procedures as needed Ø Participates in both internal and external sales activities Ø Monitors teller’s performance relative to losses, differences and product/service referrals. Researches, reports and tracks teller differences; coaches for improved performance Ø Daily/weekly scheduling and coordination of workflow and teller staff Ø Conducts regular teller staff meetings to insure compliance with all Bank policies and procedures Ø Technical support of teller area, additions and deletions to systems software updates and off-line Ø Maintains vault control to include cash orders, shipment verifications and vault logs Ø Assists with or completes Branch proof Ø Promotes professional growth of employees through planned development activities and experiences for succession advancement Ø Participates in the opening and closing branch. Conducts security inspection of building and grounds under dual control Ø Performs other related duties as assigned Other Responsibilities · Performs greeter duties when needed, ensuring compliance with the organization’s service quality agenda. Assists management with special projects and tasks as requested. Independence of Judgment The degree of judgment is limited to the identification, defining and the recommendation of solutions to problems of moderate-to-above moderate complexity. Final decisions regarding resolution of identified problems must be approved by staff senior to this position. Supervisory Responsibilities This position has direct supervisory responsibilities. Competencies · Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar; the ability to speak and comprehend the English language · Computer literate and proficient in keyboarding · Interpersonal, organizational, and listening skills · Knowledge of banking laws and regulations · Knowledge of banking products and services · Knowledge of retail banking procedures and policies · Knowledge of sales principles and practices · Knowledge of administrative and clerical procedures; managing files and records; and other related functions · Team work orientation · Analytical, thinking capability · Customer service orientation Impact of Errors The impact of errors of this position could affect activities related to the position, unit and other departments, and the image of the organization. Errors have financial, legal and regulatory implications. Physical Demands Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties of this job. The employee in this position is required to sit, stand, walk, use hands and fingers to perform data entry activities, reach, handle and manipulate objects; hear, and speak. Specific vision abilities required by this job include close and distance vision. Minimum Requirements · Associate’s Degree from an accredited institution of higher learning; 1 to 2 years supervisory experience; 3 or more years of experience working in a financial services, sales or customer service environment · Ability to interpret, follow and communicate technical and procedural instructions furnished in various forms · Solid math and analytical skills · Results oriented and decisive · Strong work ethic · Demonstrated knowledge of retail banking procedures, policies and operations · Experience in assessing clients needs to sell, promote, refer or cross sell various bank products and services · Ability to work flexible and non-traditional hours, including Saturday, Sunday and holidays DISCLAIMER The above statements are intended to describe the general nature and level of work being performed by persons assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, skills required of personnel so classified. The reporting relationship may not reflect the most recent changes to the corporate structure.