Supervisor, Branch Services

Position Overview:
 
The Supervisor, Branch Services is responsible for supporting the overall success of the branch by overseeing the quality and efficiency of customer service at the teller counter. The role provides day-to-day supervision, coaching, performance feedback, and operational support to ensure exceptional customer service, accurate transaction processing, achievement of team goals, and adherence to Bank policies, security, and regulatory requirements.

Key Responsibilities:

• Supervise and monitor the delivery of efficient, professional, and customer-focused service in accordance with established service standards.
• Coach, develop, and provide ongoing performance feedback to Customer Service Representatives and other assigned staff.
• Monitor team performance against service, referral, and sales goals and support strategies to achieve branch objectives.
• Resolve customer concerns and complaints and escalate matters when appropriate.
• Ensure the accuracy, completeness, authorization, and timely processing of branch transactions and related records.
• Monitor and maintain cash administration, balancing, vault, ATM, night depository, and other custodial and security controls.
• Authorize transactions within approved limits and prepare or review required reports and documentation.
• Ensure adherence to Bank policies, procedures, KYC, AML/ATF, security, confidentiality, and regulatory requirements.
• Identify and support appropriate sales and referral opportunities for Bank products, services, and alternative delivery channels.
• Maintain an organized and professional branch service environment and ensure appropriate staffing levels and resources.
• Support the implementation of operational procedures, systems, and process improvements to enhance branch efficiency.
• Maintain accurate records, monitor exceptions, and take corrective action where required.

Minimum Qualifications & Experience:

• Associate’s Degree or Institute of Financial Services Certificate.
• Three (3) to five (5) years of banking experience in a related area.
• In-depth knowledge of banking products, services, policies, and procedures.
• Demonstrated supervisory, coaching, and performance management skills.
• Strong customer service, interpersonal, verbal, and written communication skills.
• Strong analytical and problem-solving abilities, with attention to accuracy and detail.
• Working knowledge of banking laws, KYC, AML/ATF requirements, and regulatory practices.
• Proficiency in standard computer applications, including Microsoft Word and Excel.
• Ability to work effectively both independently and as part of a team.