Position Summary: The main responsibility of the Client Services Supervisor is to ensure the daily operations of the branch teller areas are operating efficiently and effectively. The Client Services Supervisor performs direct supervisory duties for the teller line staff and safe deposit area (where applicable), is relied upon to resolve escalated issues with clients and staff. Client Services Supervisors are fully knowledgeable and skilled in the areas of teller, vault, safe deposit, and has basic knowledge of opening consumer, business and commercial deposit accounts, and accepting basic consumer credit applications to support the Advisors and Guides in providing solutions that support our client’s financial wellness goals.
Essential Responsibilities: Job Function 1:Employee Leadership - 40%
Scheduling, supervising, training and developing staff.
Ensures adherence to policies and procedures concerning the teller and office operations functions.
Continuously working to improve the operations of the teller line and the office operations.
Supporting staff by approving/overseeing transactions as needed, assisting with balancing issues and verifications of cash discrepancies.
Responsible for conducting performance reviews and providing development paths.
Interviewing, hiring and retaining staff.
Participate in the manager on-call rotation to assist employees and respond to security issues.
Conduct monthly, quarterly and annual audits of cash tills, prepaid and instant issue cards, and security alarms to ensure regulatory and policy/procedure compliance while also following up on any performance related items to include verbal and written warnings when applicable.
Manage employee attendance by monitoring, reviewing and approving weekly time punch sheets.
Train and coach service associates and client associates to ensure cash drawers are balanced according to standards.
Job Function 2:Client Service & Support - 30%
Working with other branch personnel to ensure excellent client service is provided to each and every client.
Strong knowledge of products and services.
Solid knowledge of teller transaction and operations processing.
Responsible for referring clients to appropriate staff for new products and services.
Ability to manage account opening, fulfillment, and processing for consumer and business deposit and lending accounts.
Job Function 3: Technical & Industry Knowledge - 25%
Handle balance inquiries, client questions, and problems, and own the follow through to resolution.
Possess knowledge of competitive products, practices, and facilities in order to effectively promote Alerus product and service solutions.
Develop and maintain in-depth knowledge and understanding of the following: Consumer products and services including IRA’s, personal and business account ownership, knowledge of teller processes, including branch capture, basic knowledge of consumer credit products and services, regulatory requirements as they pertain to the products, & compliance requirements for appropriate product areas.
Maintain economic and market awareness.
Understand business and financial services industry practices.
Recognize and understand regulatory environment and its impact on the financial services industry.
Job Function 4:Personal Growth/Development - 5%
Represent Alerus in community activities.
Assume responsibility for career growth and development. Actively pursue continuing education, reading, and self-development to enhance skills.
Be flexible and adaptive when faced with changing needs of the client and the company.
Build solid working relationships with team members, acting as a resource for others whenever possible.
Recognize stressful nature of work and maintain professional and positive composure, attitude, and behavior at all events.
Position Requirements: Qualifications:
Associate’s degree preferred; and/or equivalent education, plus experience.
Proven ability to exceed goals.
Strong communication and problem solving and decision making.
Knowledge of all basic and specialized teller transactions.
Knowledge of regulatory requirements for financial transactions.
Knowledge of supervisory practices and principles.
One year or more experience in supervising and/or training employees strongly preferred.
Ability to view all actions from the client perspective.
Calm under pressure.
Complex problem solving.
Commitment to continued learning.
Professional in appearance and attitude.
Ability to maintain strict client confidentiality.
Attentive to detail.
Excellent communication skills.
Ability to work under pressure and meet time deadlines.
Good time management and organizational skills.
Ability to work independently and in a team-oriented environment.
Ability to accept, support and implement continuous change.
Physical Demands - Must be met with or without a reasonable accommodation:
Extended periods of time sitting and standing at a desk and using office equipment.
Ability to operate a personal computer/laptop for approximately 8 hours per day.
Extended time is spent reviewing physical and electronic documents.
The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
Periodically, may also do light lifting of supplies and materials which weighs in at approximately 50 lbs.
Will spend most of time in an indoor environment.
Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Alerus Financial is a customer-driven financial services company.
Re-established in 1933, with roots tracing back to 1879, Alerus Financial is an independent, multibillion-dollar financial services company serving customers across the country and around the world. We offer a broad array of banking and wealth management products and services and knowledgeable staff to help our customers identify and attain their financial goals.
To always act in the best interest of our customers by providing innovative and comprehensive financial solutions that are delivered through a relationship-oriented single point of contact and supported by customer-friendly technology.