Customer Service Supervisor - New Britain
Princeton, New Jersey, United States

Job Summary

Occupation Customer Service
Specialty Customer Service
Location 18901, Doylestown, Pennsylvania, United States
Visa Sponsorship No

Job Description

Last Update: 1/11/24
Perform all activities required to service customers and manages the CSR staff. Responsibilities:

The following is a list of essential functions, which may be subject to change at any time and without advance notice. Management may assign new duties, reassign existing duties, or eliminate a function.

Supervise and coach CSR staff and ensure compliance with Bank policies and procedures
Maintain primary responsibility for settlement of vault cash, ATM, night deposits, and all cash needs of the branch in accordance with Bank policies and procedures.
Process customer transactions accurately and efficiently, ensuring all required forms are completed properly. Perform customer requested account maintenance including address changes, ID updating, card ordering and check ordering.
Assist customers with complex customer service issues and questions, coordinate with all areas of the organization to provide timely resolution to all customer requests.
Promote a positive image of the Bank by identifying customer financial needs and proactively recommending appropriate Bank products and services including investments and residential lending
Open personal and business accounts adhering to all Bank policies and procedures when opening accounts.
Participate in new customer relationship onboarding calls and prescribed network wide outbound call campaigns
Organize work to facilitate a timely and accurate balancing of transactions at the end of the day.
Provide outstanding customer service while exhibiting a professional demeanor at all times.
Utilize the customer relationship management system to document customer conversations and send referrals to other departments. Encourage direct reports to utilize system.
Responsible for operations and compliance items such as CTRs, cash audits, cash box difference monitoring and offline balancing.
Conduct wire transfers and supervisor overrides as needed following the proper procedures
Perform related duties as required


Comply with applicable bank regulations, such as regulations governing currency transactions, purchase of negotiable instruments, and money laundering (BSA, AML).
Comply with all applicable regulations and Bank policies regarding employment and employment law.
Participate in annual compliance and other job-related training.

Education and Experience

High School diploma or equivalent required; Associates or Bachelors degree preferred
Minimum 2 years banking experience or relevant work experience

Skills and Competencies

Knowledge of Bank products and services
Excellent customer service skills
Ability to interact well with Team members and customers
Supervisory and coaching skills
Strong attention to details and accuracy
Basic computer skills
Ability to multi-task and remain organized
NMLS preferred
Ability to use sound judgment when making decisions on behalf of the Bank