Customer Service Supervisor I or II, Retail Banking

Company: HomeStreet Bank
Location: Honolulu
Posted on: February 22, 2021

Job Description:

Customer Service Supervisor I or II, Retail Banking (Honolulu, HI) EO/AA Employer including Vets and Disabled Qualified applicants with arrest and conviction records will be considered in accordance with legal requirements. Job Description Summary POSITION SUMMARY:

Customer Service Supervisor I
Serves in a leadership capacity to assist branch manager in motivating and supporting Customer Service Representative (CSR) staff to participation in branch sales efforts, exemplary customer service, and sound branch operations. In conjunction with Branch Manager: Responsible for scheduling, supervising and coaching Customer Service Representative (CSR) staff, managing paying, receiving and new account operations, and ensuring branch regulatory compliance. Models exemplary sales and service skills and coaches team to explore customer needs and sell appropriate bank products and services, including referrals to other business units. May provide remote approvals for overrides to other branch locations. Resolves customer issues. Actively interacts with internal support areas.

Customer Service Supervisor II
Serves in a leadership capacity to assist branch manager in motivating and supporting Customer Service Representative (CSR) staff to participation in branch sales efforts, exemplary customer service, and sound branch operations. Responsible for scheduling, supervising and coaching Customer Service Representative (CSR) staff, managing paying, receiving and new account operations, and ensuring branch regulatory compliance. Models exemplary sales and service skills and coaches team to explore customer needs and sell appropriate bank products and services, including referrals to other business units. Provides remote approvals for overrides to other branch locations. Resolves customer issues. Actively interacts with internal support areas. Job Details PRIMARY FUNCTIONS:Customer Service Supervisor ILeadership Activities

• Works with Branch Manager to coach CSR staff for improved job performance, assists manager with performance reviews and develops individual performance goals.
• Provides input on hiring and termination activities.
• Positively recognizes staff for exceptional customer service, sales, and operations.
• Actively engages staff to cultivate and encourage professional development.
• Develops strong internal partnerships with support teams, marketing and other sales production areas.
• Provides sales and service training targeted to branch needs and specific development goals of CSR staff.
• Works with Branch Manager to set team goals and motivates staff to success.
• Presents at staff meetings and may conduct offsite presentations such as Financial Literacy Training and Bank at Work presentations.Sales Activities
  • Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products. Actively initiates partner referrals when appropriate to client needs.
  • Works with branch manager to motivate and coach CSR staff to desired production levels.
  • Assists Branch Manager with sales programs to generate targeted branch deposit growth.
  • Works closely with Branch Manager on business customer prospecting / business development, including outside calling.Branch Operations Activities
    • Schedules CSR staff to ensure appropriate lobby coverage.
    • Works with CSR staff to ensure effective lobby management and a positive customer experience.
    • Keeps CSR staff current with operational standards and procedures, performs and reviews internal audits, ensuring adherence to policies and procedures.
    • Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys, combinations, security signals and cash limits.
    • Determines rejects /returns in adherence with guidelines determined by Retail Leadership.
    • As needed, assists customers with paying and receiving activities and account servicing, always remaining vigilant to support of customer needs.
    • Ensures appropriate assignment of ATM servicing and cash vault duties, may assume these duties.
    • May provide remote approvals to CSR staff at other branch locations.Service Activities
      • Consistently models exemplary customer service.
      • Coaches CSR staff to enhanced customer service levels.
      • Actively listens to clients and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility.
      • Partners with Branch Manager to perform customer retention activities.
      • Participates in a minimum of 2 community involvement activities per year.
      • Works with Branch Manager and Marketing team to determine sponsorship opportunities each year.Customer Service Supervisor IILeadership Activities
        • Coaches CSR staff for improved job performance, conducts performance reviews and develops individual performance goals. Works with manager on hiring and termination activities.
        • Positively recognizes staff for exceptional customer service, sales, and operations.
        • Actively engages staff to cultivate and encourage professional development.
        • Develops strong internal partnerships with support teams, marketing and other sales production areas.
        • Provides sales and service training targeted to branch needs and specific development goals of CSR staff.
        • Works with Branch Manager to set team goals and motivates staff to success.
        • Conducts staff meetings and offsite presentations such as Financial Literacy Training and Bank at Work presentations.Sales Activities
          • Actively profiles new and existing clients, ensuring appropriate sales of bank deposit and lending products. Actively initiates partner referrals when appropriate to client needs.
          • Motivates and coaches CSR staff to desired production levels.
          • Actively leads CSR team in implementation of sales programs to generate targeted branch deposit growth.
          • Works closely with Branch Manager on business customer prospecting / business development, including outside calling.Branch Operations Activities
            • Schedules CSR staff to ensure appropriate lobby coverage.
            • Works with CSR staff to ensure effective lobby management and a positive customer experience.
            • Keeps CSR staff current with operational standards and procedures, performs and reviews internal audits, ensuring adherence to policies and procedures.
            • Maintains branch security by coaching and training staff in security procedures. Ensures controls are maintained over items such as keys, combinations, security signals and cash limits.
            • Determines rejects /returns in adherence with guidelines determined by Retail Leadership. May coach and train Sr. CSR staff.
            • As needed, assists customers with paying and receiving activities and account servicing, always remaining vigilant to support of customer needs.
            • Ensures appropriate assignment of ATM servicing and cash vault duties, may assume these duties.
            • Provides remote approvals to CSR staff at other branch locations when needed.Service Activities
              • Consistently models exemplary customer service.
              • Coaches CSR staff to enhanced customer service levels.
              • Actively listens to clients and maintains a friendly, positive, professional attitude. Resolves difficult situations with creativity, tact and diplomacy while maintaining fiscal responsibility.
              • Partners with Branch Manager to perform customer retention activities.
              • Participates in a minimum of 2 community involvement activities per year.
              • Works with Branch Manager and Marketing team to determine sponsorship opportunities each year.QUALIFICATIONS: Customer Service Supervisor I
                • Minimum of 5 years job experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to Bank or retail operations.--
                • Professional staff development, performance management, training, and employee counseling skills are preferred.
                • Proven ability to lead and develop a team is preferred.
                • Proven history of negotiation and influencing skills. Proven sales techniques and sales management skills.
                • Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.
                • Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner.
                • Must be a self-starter, dependable, able to work within deadlines under pressure.
                • Must possess excellent judgment, and the ability to accept responsibility and handle confidential information.
                • Ability to work quickly and accurately, to analyze information and make decisions.
                • High school diploma or equivalent.
                • Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
                • Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 1/2 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.--Customer Service Supervisor II
                  • Minimum of 5 years job experience as a Senior CSR/New Accounts Representative/Personal Banker or equivalent and 2 years in a Customer Service Supervisor/Branch Assistant Manager role or equivalent, plus demonstrated leadership ability in a bank/branch operations environment.
                  • Professional staff development, performance management, training, and employee counseling skills are required.
                  • Proven ability to lead and develop a team.
                  • Proven history of negotiation and influencing skills. Proven sales techniques and sales management skills.
                  • Technical skills and experience to operate teller software, Word, Excel, and other bank-related computer programs.
                  • Strong customer relations skills and the ability to communicate and work well with employees and customers in a cooperative, positive manner.
                  • Must be a self-starter, dependable, able to work within deadlines under pressure.
                  • Must possess excellent judgment, and the ability to accept responsibility and handle confidential information.
                  • Ability to work quickly and accurately, to analyze information and make decisions.
                  • High school diploma or equivalent.
                  • Requires ability to operate teller and office equipment including computers, adding machines, telephones, typewriters, copy machines, fax machines, electronic credit card authorization terminals, and security devices.
                  • Requires physical exertion of up to 10 pounds of force occasionally (1/3 of the time) and a negligible amount of force frequently (up to 2/3 of the time) to lift, carry, push, pull or otherwise move self or objects. Frequent (up to 1/2 of the time) sitting. Walking, standing, bending and reaching occasionally and for brief periods of time.This Position Description may not be limited to the Functions and Requirements as outlined, now or in the future. For example, changes in corporate needs, position demands, or individual performance may result in changes to the Functions or Requirements of this position. Area Customer Service (Sales) Posted 3 Days Ago Full time R0006607 About Us Who We Are-- Founded in 1921, HomeStreet Bank offers consumer and business banking, mortgage financing, commercial lending, investment and insurance products and services in the Pacific Northwest, California and Hawaii. We maintain a shared goal across teams and regions to be the trusted and preferred source of financial services for our clients. Our drive to achieve this goal begins with trust - in our own abilities and in those who we work with each day. At HomeStreet, we respect and empower our employees to make decisions that support innovation, and deliver results for customers. Employees collaborate across teams to make the right decisions, share knowledge, continually move forwards and grow. We believe in promoting from within to deliver the strongest base of company knowledge, shared experience. And understanding about how our company has grown and evolved since its founding in 1921. Our teams reflect motivation, caring and a drive to achieve while having fun and supporting the communities where we live and work. This is how we deliver value every day. Work Culture As a rapidly expanding company, HomeStreet offers many opportunities to learn and grow. Throughout a period of dramatic growth, we have preserved the tradition of working in cross-functional project teams and promoting advancement across the company. Whether your interest lies in the banking or lending aspects of our business, if you have a desire to learn, are enthusiastic, perform quality work and have a passion for customer service, you will thrive in this fast paced and fun environment where people respect and help each other. Diversity and Inclusion Diversity-- HomeStreet is committed to a diverse workplace with employees from a wide range of backgrounds. We recognize that a more diverse workforce translates to broader perspective and greater understanding, which in turn translates to a greater capacity for customer service. We focus on recruiting and retaining employees from different backgrounds and who are representative of the people in our communities. By doing so, we are better able to serve our customers and understand their financial services needs and goals. Equal employment opportunity is a fundamental HomeStreet belief. We practice fair and equal treatment for everyone, regardless of race, color, national origin, ancestry, religion, creed, political ideology, gender, marital status, sexual orientation, age, or the presence, history or perception of having any sensory, mental or physical disability, genetic information, or protected veteran status. In addition, we ensure compliance with federal, state and local laws governing nondiscrimination in employment. This philosophy applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Employing Individuals with Disabilities HomeStreet embraces the American with Disabilities Act (ADA) and applicable state and local laws providing for nondiscrimination in employment against qualified individuals with disabilities. If you have any difficulty using our online system and you need an accommodation due to a disability, you may use the alternative email address below to contact us about your interest in employment with HomeStreet Bank: Recruiting@homestreet.com. Come Grow With Us For more than 90 years, HomeStreet Bank has maintained a strong commitment to ethics, customer service and support of our communities. Building trust with our customers and employees is at the core of everything we do, and we're looking for talented and motivated people to join us as we grow and evolve as a company. We are an equal opportunity employer with a commitment to employee development. We continually aim to build and maintain a successful team of talented people who feel challenged to do their best every day. We hire for potential, support personal development, and whenever possible, promote from within. We offer competitive salaries, benefits, and incentives with the opportunity to give back to the community. Whether you're just beginning your career in financial services, or have years of experience, we have a wide range of job opportunities for you to consider.

Keywords: HomeStreet Bank, Honolulu , Customer Service Supervisor I or II, Retail Banking, Accounting, Auditing , Honolulu, Hawaii