Client Services Supervisor at Choice Bank

Fargo, North Dakota, United States -

Full Time

Start Date

Immediate

Expiry Date

22 May, 26

Salary

0.0

Posted On

21 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Supervision, Client Services, Onboarding Process, Workflow Management, Staffing Levels, Escalation Point, Leadership, Coaching, Performance Reviews, Teamwork, Customer Service, Compliance, Risk Management, Problem-Solving, Interpersonal Skills, Change Management

Industry

Banking

Description

Description The Client Services Supervisor is responsible for frontline supervision and development of Client Services Specialists, Sr Client Services Specialists and Client Services Bankers. This role oversees the entire onboarding process, from deposit account opening to comprehensive training and education on products/services. This Supervisor manages the day-to-day workflow of the customer experience and ensures smooth frontline and banker operations including maintaining appropriate staffing levels. The Client Services Supervisor serves as an escalation point for customer issues as well as leader in the rollout and execution of initiatives that relate to client services and personal banking. Based in our South Fargo location with expectations of being in our West Fargo and Moorhead locations about once per week. A Saturday shift once every 2 months for about 4 hours. Leadership Conduct regular one-on-ones to align cultural & business objectives, prioritize the most important work and coach to high performance. Facilitate execution through effective situational leadership tools. Support engagement and action by listening to team member feedback – what’s working, what’s not – support them in initiating and executing positive changes and provided them with adequate resources. Support in the team members professional and personal. Catch team members being approximately right through timely, individualized recognition. Promote collaboration and face to face interaction Responsibilities Responsible for the following personnel activities: hiring, terminating, coaching, annual and interim performance reviews and resolution of other personnel issues. Supervises the branch Frontline and Banker operations to ensure adequate staffing levels. Conducts one-on-ones with team members to support the training and development of Client Services Specialists & Bankers. Facilitates team meetings and outings to promote teamwork, communication, trust and respect. Directs, coordinates and monitors activities to implement the Bank’s policies, procedures and practices concerning customer service and transaction processing. Provides and coaches team to the highest level of customer service and actively promotes the Premier Experience service standards to internal and external customers. Handles or assists in resolving technical and/or complicated transactions and operational issues. Ensures compliance to applicable internal policies and procedures and federal and state regulations. Serves as a leader in the Frontline and banker interaction in all operational areas including processing of banking transactions and time sensitive tasks, ordering currency and coin, imaging, scanning, etc. Lead and assist the Frontline/bankers to all things related to servicing and account maintenance. Participates in the development and enhancement of equipment and training procedures. Observe and coach direct reports on product and service knowledge in all areas of the business and recognize opportunities to teach while using your coaching tools and resources. Provides leadership support to branch frontline/banker employees and acts as a liaison to all business partners for deposit and online banking services. Builds strong partnership/s with local leadership/president. Maintain a strong knowledge of Choice Bank’s systems, products, services, policies and procedures. Skill to coach and/or recommend products or services to customers that will benefit them. This includes referrals to operating units such as insurance, wealth and mortgage. Actively participate in internal and external continuing education for Frontline/banker operations and leadership. Maintain complete confidentiality with regards to customer accounts, loans and bank relationships Perform duties outside normal scope as assigned. Project a positive image of Choice Bank when representing the organization. Actively supports management and organizational goals. Adapt to meet the ever-changing customer and community needs. Maintains a strong knowledge of third-party vendor systems / software / websites. Responsible for overseeing risk management requirements for location/s and cascading information to the location team members. Requirements Minimum of 6 to 8 years of relevant experience with requisite competencies. Acts as a team player with open communication and problem-solving skills, professional written and oral skills, excellent interpersonal skills and develops partnerships Promotes and administers change and accepts diversity Ability to follow policy and procedures Must display consistency, thoroughness, attention to detail, and strong organizational skills Embraces coaching and self-development 2+ years of leadership experience and/or customer service and 1+ years cash handling experience High School Diploma or GED

Responsibilities

The Client Services Supervisor provides frontline supervision and development for specialists and bankers, overseeing the entire onboarding process and managing daily customer experience workflow and operations. This role also serves as an escalation point and leads initiatives related to client services and personal banking.