Branch Service Supervisor Sr. - Lake Nona

Generally supervises staff in a larger branch with more direct reports and manages a high volume of cash and/or transactions. May serve as a mentor to less experienced Branch Service Supervisors, supervise float team members, or manage special projects as requested. Has a dotted line reporting relationship to the Regional Operations Manager and is accountable for proper compliance with branch operations. Serves as back-up to Relationship Banker as needed. Note: In Nexus/Novus branches this position does not directly supervise Tellers, but will provide operational oversight to team members and work closely with the Retail Market Manager on leadership of the team.

Job Duties and Responsibilities

• Supervises and coordinates the day-to-day activities of the Teller line for one or more larger branches with a high volume of cash and/or transactions. May serve as a mentor to less experienced Branch Service Supervisors, supervise float team members, or manage special projects as requested.
• Prepares, publishes, and coordinates staffing and scheduling, including zone scheduling where available, to ensure proper Teller and branch coverage and ensures adherence to established schedules. Serves as a resource for tellers providing guidance and assisting with more complex transactions, reviewing and approving overrides.
• Assists Tellers with proactively and pleasantly greeting customers to establish a connection and develop rapport, providing outstanding, personalized customer service. Executes a variety of customer transactions in accordance with applicable policies and procedures, and with a high level of accuracy and efficiency.
• Assists customers with inquiries and provides issue resolution in a professional and composed manner. Escalates issues to branch management as required. Ensures each customer is thanked for their business and is treated as a valued Synovus customer.
• Listens carefully to customers to understand their financial priorities, promoting the bank's products and services and referring customers to bank partners in support of individual and branch referral goals. Serves as back-up to Relationship Banker as needed.
• Drives referral performance on the Teller line ensuring Tellers achieve performance and referral goals. Models sales activity for Tellers by consistently meeting or exceeding referral goals. Tracks all referral activity using the Sales Management system.
• Participates in daily kick-off and huddle activities, weekly sales meetings, and sales and training activities. Champions products as assigned and shares specific product information and sales tips. Performs proactive outreach to customers and prospects during sales campaigns and promotions.
• Maintains established levels of cash in the vault and determines items that need to be ordered and/or shipped. Supplies and verifies cash to and from customers, tellers, and other branches. Prepares, verifies and ships coin and currency to corporate customers and the Federal Reserve Bank. Maintains daily log of shipments to and from the branches and prepares monthly currency transactions report.
• Serves as the Teller Insight Branch Administrator including updating user profiles, assigning authority, and performing other Teller Insight Administration tasks as required. Serves as the subject matter expert on cash automation machines including RBU, RBG, TCD, and TCR.
• Oversees the quarterly Branch Management Operations checklist ensuring all topics are discussed, reviewed, and completed according to policies, procedures and standards. Addresses areas that need improvement with individual or through a branch action plan. Works closely with branch and operations management to ensure the branch operational integrity. Ensures ethical practices are followed in all activities related to the branch including operations, customer treatment and referral activities.
• Remains up-to-date, and ensures Tellers remain up-to-date, regarding branch security policies and procedures. Assists with branch open and close procedures. Maintains alarm codes, alarm function, cameras, cash controls and other open and close activities,
• Serves as branch leader regarding customer satisfaction surveys. Monitors branch trend reporting and partners with other branch leadership to address service concerns resulting from these trends.
• Adheres to Branch Operations Standards, policies and procedures and regulatory guidelines to protect against risk. Maintains a high level of awareness to recognize and report suspected fraud. Follows the business code of conduct including reporting known or suspected violations to the appropriate Company authority in a timely fashion. Completes compliance and other assigned training on time.
• Models Synovus' culture and values in everyday interactions with team members, customers and business partners. Effectively