BayCoast Bank
Position Description
Position Title:
Float Customer Service Supervisor
Department:
Community Banking/Branch Administration
Level:
105
Location:
Metro West Region – must float between Cranston, Seekonk & Providence branches; may be eligible for mileage reimbursement.
Function:
N/A
Responsibilities Relationship Development and Service
Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction and ensuring that the teller staff consistently provides high quality customer service.
Effectively engage with customer inquiries in a courteous and efficient manner according to the Bank’s problem‑resolution procedures.
Accurately process various customer transactions.
Leverage problem‑solving by speaking clearly and persuasively in positive and negative situations; listen and obtain clarification.
Model and promote Customer‑Centric service standards to the teller staff.
Initiate contact with customers to ensure satisfaction.
Enthusiastically participate in and support Bank‑sponsored marketing initiatives, sales meetings, training programs and campaigns/contests.
Promote a desire to help or serve both internal and external customers, to understand and meet their needs.
Serve as an active member of the office customer‑service team with opening deposit accounts, taking loan applications, problem‑solving and providing solutions to customers.
Embrace the Bank’s commitment to solutions by seeking and recognizing opportunities to refer our customers and new business to different BayCoast divisions and partner entities.
Use Salesforce to track identified tasks, leads, and opportunities; encourage use and tracking of referrals through Solutions for proper credit and recognition.
Strive to meet and exceed branch initiatives and goals.
Seek and promote opportunities to provide Merchant Services and Elan credit card products to customers.
Maintain a current registration with the Nationwide Multistate Licensing System (NMLS).
Staffing and Coaching
Manage the daily staffing schedule and maintain a smooth workflow behind the teller line.
Motivate, train, and coach the staff to improve relationship development and service skills.
Provide guidance to subordinates in the more complex or non‑routine aspects of their work.
Ensure staff adherence to bank policies and procedures regarding branch operations, security, and employment practices.
Motivate staff to improve product knowledge through periodic testing.
Exhibit confidence in self and others; inspire and motivate others to perform well. Influence actions and opinions of others, accept feedback, and give appropriate recognition.
Provide training to new tellers as needed.
Coach each staff member to provide exceptional service by completing monthly observations and establishing action plans.
Participate as a “team player” to accomplish branch tasks.
Help staff develop their skills to achieve their goals, assisting in their career path development.
Operational
Responsible for overseeing the daily supervision of the teller line while performing the following duties:
Daily control of the vault, placing orders for cash to maintain adequate on‑hand cash supply; secure the main branch cash and supply/receive cash to/from tellers as needed; settle the vault at day’s end.
In the absence of the manager and when no Assistant Manager is assigned, may be responsible for the daily operations of the branch and monthly and quarterly branch reports.
Balance the ATM, night deposit, and verification bags daily.
Issue Debit/ATM cards through Card @ Once and perform maintenance when cards are compromised due to loss, theft, or fraud.
Demonstrate complete knowledge of Customer Service Associate (teller) transactions and perform other duties as needed.
Consistently produce and exceed the expected volume of teller transactions; adhere to established teller difference limits.
Prepare source documents completely and accurately; process appropriate paperwork promptly.
Ensure monthly cash audits are completed and submitted on time.
Maintain a high degree of accuracy, organization, and productivity in overseeing and conducting customer transactions.
Sign bank checks, approve certain checks for encashment, and override certain transactions in accordance with proper procedures.
Assist the Supervisory Staff in monitoring service performance; report incidents to the Branch Manager or Assistant Branch Manager.
Assist in communicating goals and evaluating performance versus goals set.
Have a commanding knowledge of BayCoast Bank products and services, ensuring the staff is also knowledgeable.
Assist with the safe‑deposit box function.
Process wire transfer requests and approve wires in accordance with proper procedures.
Accurately complete the loan application process.
Inventory and order branch supplies as needed.
Respond quickly to internal inquiries from other departments or areas.
Maintain a neat, organized work area.
Be responsible for opening and/or closing the branch in the absence of the Manager and Assistant Manager.
Adhere to the Bank’s confidentiality policy and safeguarding of customer information.
Participate in Bank‑sponsored community events and organizations.
Attend all required trainings/meetings as assigned or scheduled.
Perform additional duties as requested.
Knowledge, Skills, and Experience Requirements
Minimum 1‑year experience as a teller in a bank or other financial institution.
Strong supervisory and interpersonal communication skills.
Thorough understanding of teller operations.
Professional telephone communication skills.
Enthusiastic, customer‑focused team player.
Organized and dependable.
Good knowledge of bank terminology, products, and services.
Skilled in typing and general use of office equipment.
Ability to work accurately with figures and perform detailed work.
Positive and helpful attitude.
Physical/Work Condition Requirements In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable accommodation for physical or mental disabilities will be considered on a case‑by‑case basis. The employee is required to sit, talk, hear, lift up to 50 lbs, pull open and close the vault or cash safe door, and may be required to work evenings and/or weekends, attend remote meetings, and/or travel.
Equipment Used General office/bank equipment, computer, printer, coin machine, bill counter, copier, scanner, FAX, Card @ Once instant debit/ATM card printer, safe deposit time recorder, alarm system, surveillance monitoring system.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
Banking
#J-18808-Ljbffr
Float Customer Service Supervisor
Department:
Community Banking/Branch Administration
Level:
105
Location:
Metro West Region – must float between Cranston, Seekonk & Providence branches; may be eligible for mileage reimbursement.
Function:
N/A
Responsibilities Relationship Development and Service
Be the face of BayCoast Bank, presenting a professional, friendly, and helpful appearance with every interaction and ensuring that the teller staff consistently provides high quality customer service.
Effectively engage with customer inquiries in a courteous and efficient manner according to the Bank’s problem‑resolution procedures.
Accurately process various customer transactions.
Leverage problem‑solving by speaking clearly and persuasively in positive and negative situations; listen and obtain clarification.
Model and promote Customer‑Centric service standards to the teller staff.
Initiate contact with customers to ensure satisfaction.
Enthusiastically participate in and support Bank‑sponsored marketing initiatives, sales meetings, training programs and campaigns/contests.
Promote a desire to help or serve both internal and external customers, to understand and meet their needs.
Serve as an active member of the office customer‑service team with opening deposit accounts, taking loan applications, problem‑solving and providing solutions to customers.
Embrace the Bank’s commitment to solutions by seeking and recognizing opportunities to refer our customers and new business to different BayCoast divisions and partner entities.
Use Salesforce to track identified tasks, leads, and opportunities; encourage use and tracking of referrals through Solutions for proper credit and recognition.
Strive to meet and exceed branch initiatives and goals.
Seek and promote opportunities to provide Merchant Services and Elan credit card products to customers.
Maintain a current registration with the Nationwide Multistate Licensing System (NMLS).
Staffing and Coaching
Manage the daily staffing schedule and maintain a smooth workflow behind the teller line.
Motivate, train, and coach the staff to improve relationship development and service skills.
Provide guidance to subordinates in the more complex or non‑routine aspects of their work.
Ensure staff adherence to bank policies and procedures regarding branch operations, security, and employment practices.
Motivate staff to improve product knowledge through periodic testing.
Exhibit confidence in self and others; inspire and motivate others to perform well. Influence actions and opinions of others, accept feedback, and give appropriate recognition.
Provide training to new tellers as needed.
Coach each staff member to provide exceptional service by completing monthly observations and establishing action plans.
Participate as a “team player” to accomplish branch tasks.
Help staff develop their skills to achieve their goals, assisting in their career path development.
Operational
Responsible for overseeing the daily supervision of the teller line while performing the following duties:
Daily control of the vault, placing orders for cash to maintain adequate on‑hand cash supply; secure the main branch cash and supply/receive cash to/from tellers as needed; settle the vault at day’s end.
In the absence of the manager and when no Assistant Manager is assigned, may be responsible for the daily operations of the branch and monthly and quarterly branch reports.
Balance the ATM, night deposit, and verification bags daily.
Issue Debit/ATM cards through Card @ Once and perform maintenance when cards are compromised due to loss, theft, or fraud.
Demonstrate complete knowledge of Customer Service Associate (teller) transactions and perform other duties as needed.
Consistently produce and exceed the expected volume of teller transactions; adhere to established teller difference limits.
Prepare source documents completely and accurately; process appropriate paperwork promptly.
Ensure monthly cash audits are completed and submitted on time.
Maintain a high degree of accuracy, organization, and productivity in overseeing and conducting customer transactions.
Sign bank checks, approve certain checks for encashment, and override certain transactions in accordance with proper procedures.
Assist the Supervisory Staff in monitoring service performance; report incidents to the Branch Manager or Assistant Branch Manager.
Assist in communicating goals and evaluating performance versus goals set.
Have a commanding knowledge of BayCoast Bank products and services, ensuring the staff is also knowledgeable.
Assist with the safe‑deposit box function.
Process wire transfer requests and approve wires in accordance with proper procedures.
Accurately complete the loan application process.
Inventory and order branch supplies as needed.
Respond quickly to internal inquiries from other departments or areas.
Maintain a neat, organized work area.
Be responsible for opening and/or closing the branch in the absence of the Manager and Assistant Manager.
Adhere to the Bank’s confidentiality policy and safeguarding of customer information.
Participate in Bank‑sponsored community events and organizations.
Attend all required trainings/meetings as assigned or scheduled.
Perform additional duties as requested.
Knowledge, Skills, and Experience Requirements
Minimum 1‑year experience as a teller in a bank or other financial institution.
Strong supervisory and interpersonal communication skills.
Thorough understanding of teller operations.
Professional telephone communication skills.
Enthusiastic, customer‑focused team player.
Organized and dependable.
Good knowledge of bank terminology, products, and services.
Skilled in typing and general use of office equipment.
Ability to work accurately with figures and perform detailed work.
Positive and helpful attitude.
Physical/Work Condition Requirements In the performance of respective tasks and duties, the employee is expected to successfully perform the essential functions of the position. Reasonable accommodation for physical or mental disabilities will be considered on a case‑by‑case basis. The employee is required to sit, talk, hear, lift up to 50 lbs, pull open and close the vault or cash safe door, and may be required to work evenings and/or weekends, attend remote meetings, and/or travel.
Equipment Used General office/bank equipment, computer, printer, coin machine, bill counter, copier, scanner, FAX, Card @ Once instant debit/ATM card printer, safe deposit time recorder, alarm system, surveillance monitoring system.
Seniority Level
Mid‑Senior level
Employment Type
Full‑time
Job Function
Other
Banking
#J-18808-Ljbffr