Head Teller Supervisor

Work Location:

920 Fifth Ave.

Ford City, PA 16226

Work Hours:

Monday - Thursday 8:30 am - 5:00 pm

Friday 8:30 am - 6:00 pm

Saturday 9:00 am - 12:00 pm

(Must be flexible around branch hours)

Function: Operates a customer service window to provide customers with exceptional customer service on a variety of transactions, and either provides technical direction and training for other customer service representatives. Suggests solutions and options to customers and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner. Assumes responsibility for the efficient and effective operation of customer service activities.

Duties and Responsibilities:

• Proves competencies and operational excellence mindset in bank operations by:

  • Establishment of accuracy and balancing skills with maintaining a balancing rate of 85%

• Assists in the supervisory responsibility for the efficient and effective operation of the branch customer service function by performing the following duties:

  • Completes Bank’s leadership (STELLAR) program as assigned by branch leadership in partnership with Employee Services Training and Development

  • Completes Leadership trainings as scheduled.

  • Supervises staff in collaboration with the Branch Manager

  • Oversees training, onboarding and mentoring new CSR’s.

  • Provides technical and operational assistance to CSR’s. 

  • Provides oversight to properly execute operational policies/procedures for the front line.

• Demonstrates knowledge and successfully execute the consumer bank service standards and offers each customer exceptional customer service as outlined in the branch playbook and customer insight surveys.

• Assumes responsibility for the efficient and effective operation of customer service activities by:

  • Establishing schedules and ensuring that required operating policies and procedures are implemented and followed.

  • Coaching frontline sales team members regarding the use of computer systems, S&T service standards, and knowledge of S&T policies and procedures to protect customers and the bank from fraud and to successfully operate a customer service window.

  • Allocating branch tasks and assisting in training personnel.

  • Handling difficult problems and unusual tasks in a manner consistent with the bank's policies.

  • Having satisfactory annual Operation Assessment Review (OAR)

• Contributes to Branch goals and sales and service standards as outlined in branch playbook and detailed by Branch Management

  • Executes professional sales and service behaviors in alignment with Bank’s Our Shared Future purpose, five values and core drivers.

  • Utilize the Sales & Service Opportunity tool to personally track customer(s) who you introduced to a banker.

• Maintains a positive relationship with bank customers and seeks to contribute to branch sales goals by consistently recommending S&T products and services.

• Ensures daily office settlement of all applicable retail operations, processes, and functions.

• Assists customer service representatives with proof and reconcilement problems.

• Oversees maintenance of vault cash levels, coin and currency shipments, and related responsibilities.

• Oversees branch reporting requirements, such as monthly tracking sheets and logs.

• Operates a customer service window most of the time.

• Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Performs additional duties as required.

Education:

Requires a high school diploma or equivalent, plus specialized trai