Customer Service Supervisor, Retail Banking (Southcenter - Tukwila, WA)
HomeStreet Bank
- Tukwila, WA
- Permanent
- Full-time
- Medical, dental, and vision coverage for employees and their families
- Life, disability and family Leave
- 401(k) and Roth 401(k) with employer match
- Wellness program, employee assistance program, “Commute Trip Reduction” (CTR) and various employee discounts
- Generous vacation, sick leave, 11 paid holidays, and 16 hours of paid leave every year for community service work
- Free employee checking account and employee home loan discounts
- Leadership 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
- 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
- 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
- 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.