Branch Services Supervisor-Torrance - SMBC

Job Summary

The Branch Service Supervisor demonstrates excellent customer service by having strong working knowledge of branch operations. Responds to all questions / concerns and executes all transactional requests in accordance with the Banks policies and procedures. The Branch Service Supervisor assists with the supervision of the operations area, as delegated by Branch Service Manager (BSM). Provides input for performance evaluations, provides training or mentoring to new BSRs, and approves transactions within delegated authority. The Branch Service Supervisor handles more complex customer situations successfully and exercises outstanding judgment. Complies with all Bank policies and procedures.

Principal Duties and Responsibilities

Customer Service:Provide high quality service to customers who contact branch offices consistent with the Banks Mission Statement. Independently respond to complex customer requests. Ensure customer complaints and inquiries are reported and resolved timely and effectively, and when necessary, elevate customer service issues to BSM as deem appropriate. Cross-sell products and services as opportunities are recognized. Support branch sales programs. 
Transaction Processing: Operate a cash drawer to execute transactions in an efficient, accurate and effective manner within branch. Balance assigned cash in an accurate and timely manner. Act as dual custodian for branch vault cash and negotiable instruments. Buy and sell cash/coin, and balance the vault cash. Receive incoming shipments and/or prepare outgoing shipments and resolve any discrepancies. Maintain proper documentation. Coordinate with and utilize centralized service and support departments to ensure efficient processing. Assist BSM in oversight and approval of BSRs work. Open new accounts, prepare bank forms and obtain required documentation. Process the boarding of new accounts, supercedures and changes on the system as bank policy dictates. Complete branch reports as assigned including overdrafts and posting rejects. Assist BSM with the preparation of monthly reports as assigned. Responsible for operations internal controls self-audits. Provide staff updates on any operational changes. 
Risk Management/Operations Quality: Assist BSM to ensure adequate control over branch assets through enforcement of bank policies, and adequate oversight of branch control processes. Exercise sound judgment in approvals and recommendations as needed. Will be assigned limited signing authority and approval of checks for encashment. Exercise limited supervisory approval authority as assigned. 
Human Resource Management: Assist the BSM with training and motivating of staff to meet goals and provide appropriate level of service. May also provide feedback to BSM with performance evaluations and disciplinary actions. Coordinate work schedules to ensure adequate coverage during peak periods, lunch periods and vacations.

Position Specifications

Education: Associates Degree in Business or equivalent. 
Experience: 2-3 years in a commercial bank environment. 2–3-year experience in Teller role. 
Skills/Qualifications: A broad knowledge of all bank products, services, regulatory policies and procedures is required. Fully proficient in branch new accounts procedures and thorough understanding of required documentation for all personal and business accounts. Excellent interpersonal as well as oral and written communication skills are essential. Good numerical aptitude.