Position Summary

The Lobby Operations Supervisor is responsible for the administration and efficient daily operation of a full-service branch office, including operations, product sales, customer service and security and safety in accordance with the Bank's objectives. Develops new deposit business; provides a superior level of customer relations and promotes the sales and service culture through coaching, guidance and staff motivation; achieves individual and branch sales goals through new business sales, referrals and retention of account relationships. Provides leadership, training and supervision; delegates day to day operations to the lobby service personnel and/or other branch personnel. Responsible for attaining established Bank and branch goals through active participation in sales management and being the documentation and IRA expert for the branch.

Principal Duties and Responsibilities

Manages employees, organizes and directs activities, maximizes branch profitability, provides high level of quality customer service, and has overall daily operational responsibility for the performance of a full-service branch.
Recruits, selects, trains, motivates, and develops assigned staff; completes and conducts performance appraisals; acts as final authority for issue resolution at branch level.
Oversees organization of branch sales, operations and service processes and procedures to maximize customer service, staff productivity, and operational efficiencies.
Calls on prospective and existing customers to develop professional relationships; solicits new business.
Monitor and oversee all lobby service procedures and transactions (overrides, audits, balancing, bait money; approve checks, review large items, ensure banking center operations specialist/vault limits are within policy, etc.)
Resolve escalated customer complaints/issues promptly and effectively.
Act as the Branch Security Coordinator responsible for overall branch security and adherence to policy and procedures.
Responsible for Business Online Services. Ensuring proper completion of necessary documentation and providing documentation to the corresponding department.
Create and maintain schedules for lobby service personnel, including opening and closing officer schedules. Ensuring timekeeping system is current with updated schedules. Ensuring schedules are communicated to lobby service personal and officers in a timely manner.
Maintain working knowledge of all of the Bank’s products, services, and service charges.
Conducts regular staff meetings to effectively communicate compliance with all Bank policy and procedures. Will communicate any updates to lobby service personnel, as necessary.
Performs other related duties as necessary or as assigned
Complies with federal and state regulations and all established bank policies and procedures.

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