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Client Services Supervisor

Employer
Alerus Financial
Location
Shorewood, Minnesota
Salary
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Industry
General
Role
Manager
Job Type
Long-Term
Hours
Full Time

Job Details

Position Summary:

The main responsibility of the Client Services Supervisor is to ensure the daily operations of the branch teller areas are operating efficiently and effectively. The Client Services Supervisor performs direct supervisory duties for the teller line staff and safe deposit area (where applicable), is relied upon to resolve escalated issues with clients and staff. Supervisors lead by example performing a ‘Player/Coach' role, provide leadership and day to day oversight and training for the client associates and service associates; promotes new or expanded relationships for the company by maintaining exceptional client relations and referring clients to appropriate advisors for new products and service solutions; completes work with a high level of accuracy; and assures compliance with all applicable company policies and procedures, as well as, all applicable state and federal regulations. Client Services Supervisors are fully knowledgeable and skilled in the areas of teller, vault, safe deposit, and has basic knowledge of opening consumer, business and commercial deposit accounts, and accepting basic consumer credit applications to support the Advisors and Guides in providing solutions that support our client's financial wellness goals.

Essential Responsibilities:

Job Function 1: Employee Leadership - 40%
  • Scheduling, supervising, training and developing staff.
  • Ensures adherence to policies and procedures concerning the teller and office operations functions.
  • Continuously working to improve the operations of the teller line and the office operations.
  • Supporting staff by approving/overseeing transactions as needed, assisting with balancing issues and verifications of cash discrepancies.
  • Responsible for conducting performance reviews and providing development paths.
  • Interviewing, hiring and retaining staff.
  • Participate in the manager on-call rotation to assist employees and respond to security issues.
  • Conduct monthly, quarterly and annual audits of cash tills, prepaid and instant issue cards, and security alarms to ensure regulatory and policy/procedure compliance while also following up on any performance related items to include verbal and written warnings when applicable.
  • Manage employee attendance by monitoring, reviewing and approving weekly time punch sheets.
  • Train and coach service associates and client associates to ensure cash drawers are balanced according to standards.

Job Function 2: Client Service & Support - 30%
  • Working with other branch personnel to ensure excellent client service is provided to each and every client.
  • Strong knowledge of products and services.
  • Solid knowledge of teller transaction and operations processing.
  • Responsible for referring clients to appropriate staff for new products and services.
  • Ability to manage account opening, fulfillment, and processing for consumer and business deposit and lending accounts.

Job Function 3: Technical & Industry Knowledge - 25%
  • Handle balance inquiries, client questions, and problems, and own the follow through to resolution.
  • Possess knowledge of competitive products, practices, and facilities in order to effectively promote Alerus product and service solutions.
  • Develop and maintain in-depth knowledge and understanding of the following: Consumer products and services including IRA's, personal and business account ownership, knowledge of teller processes, including branch capture, basic knowledge of consumer credit products and services, regulatory requirements as they pertain to the products, & compliance requirements for appropriate product areas.
  • Maintain economic and market awareness.
  • Understand business and financial services industry practices.
  • Recognize and understand regulatory environment and its impact on the financial services industry.

Job Function 4: Personal Growth/Development - 5%
  • Represent Alerus in community activities.
  • Assume responsibility for career growth and development. Actively pursue continuing education, reading, and self-development to enhance skills.
  • Be flexible and adaptive when faced with changing needs of the client and the company.
  • Build solid working relationships with team members, acting as a resource for others whenever possible.
  • Recognize stressful nature of work and maintain professional and positive composure, attitude, and behavior at all events.

Position Requirements:

Qualifications:
  • Associate's degree preferred; and/or equivalent education, plus experience.
  • One year or more experience supervising and/or training employees strongly preferred.
  • Proven ability to exceed goals.
  • Strong communication and problem solving and decision making.
  • Knowledge of all basic and specialized teller transactions.
  • Knowledge of regulatory requirements for financial transactions.
  • Knowledge of supervisory practices and principles.

Personal Characteristics:
  • Ability to view all actions from the client perspective.
  • Calm under pressure.
  • Complex problem solving.
  • Creativity.
  • Service Oriented.
  • Judgement/Decision Making.
  • Commitment to continued learning.
  • Positive attitude.
  • Professional in appearance and attitude.
  • Ability to maintain strict client confidentiality.
  • Attentive to detail.
  • Excellent communication skills.
  • Ability to work under pressure and meet time deadlines.
  • Good time management and organizational skills.
  • Ability to work independently and in a team-oriented environment.
  • Ability to accept, support and implement continuous change.

Physical Demands - Must be met with or without a reasonable accommodation:
  • Extended periods of time sitting and standing at a desk and using office equipment.
  • Ability to operate a personal computer/laptop for approximately 8 hours per day.
  • Extended time is spent reviewing physical and electronic documents
  • The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
  • Periodically, may also do light lifting of supplies and materials which weighs in at approximately 50 lbs.
  • Will spend most of time in an indoor environment.

EEO Statement:

This Job Description identifies the major responsibilities of this job. It does not include all aspects of the position, such as the potential additional duties assigned by the Manager, the requirement for flexibility in helping others, or the highly valued team-oriented approach used for the overall benefit and success of Alerus Financial.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Company

Alerus is a company that will challenge you to be at your best and where your efforts have real, tangible effects. Our culture is one of collaboration, innovation, forward-thinking, and giving back. And, as a growing company with a presence in markets from New Hampshire to Arizona, we offer a broad range of opportunities for you to travel the career path that matches your abilities, interests, and goals.

What is the current company culture like?

While our footprint spans North Dakota, Minnesota, Arizona, New Hampshire, and Michigan, we still operate like a small company. In other words, every single person on our team matters. Our employees create our culture.

What skills, education, and experiences does your ideal candidate(s) have? Each position has their own specific requirements and qualifications. In addition to those, Alerus seeks people who live out our fundamental beliefs every day: do the right thing, cherish people, empower with knowledge, respect everyone, serve with passion, and embrace change.

How would you describe the company leadership/team management? Alerus has a diverse executive and leadership team. Each leader comes with a wealth of experience and knowledge within their field to help their teams succeed. Alerus leaders, including our C*Suite executives, maintain regular communication with employees on company updates and goals.

Where do you see the company/organization in the upcoming years? Alerus has bank and office locations in North Dakota, Minnesota, Michigan, New Hampshire and Arizona. While we continue to serve our clients in these states we also look to grow our national footprint to best serve clients wherever they may live.

What do you feel candidates need to know about the company before applying? Alerus is more than just a bank and offers many products for our clients including personal & business banking, mortgages, wealth management and retirement savings. We continue to grow and expand but still maintain and operate with a small business feel. We would not have continued success without our employees and all the hard work they do to serve our clients with passion.

See the current Alerus job openings below!

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