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About the Role
The Universal Banker (UB) Supervisor acts as a full-service, single point of contact for Apple Bank clientele, providing prompt, courteous, and efficient service through monetary and account-related transactions. This role requires operating as a Supervisor, Customer Service Representative, and Teller, supporting branch leadership in delivering enhanced customer service. The position also supports branch sales and service efforts by acquiring new clients, offering suitable products/services, performing platform functions, and processing account maintenance.
Responsibilities
- Provide exceptional customer service by engaging clients in a friendly and professional manner and resolving service-related issues timely and efficiently.
- Conduct business ethically, thoroughly communicating to current and prospective clients the facts/features of the various products, accounts, and services that Apple Bank has to offer.
- Oversee assigned branch in a leadership capacity in absence of branch management.
- Approve or override financial transactions, utilizing due diligence and sound judgement to minimize risk and potential loss.
- Assist with the training and mentoring of newly hired Tellers, Customer Service Representatives, and Universal Bankers.
- Ensure staff adheres to customer service standards and delivers excellent customer service.
- Ensure all new account procedures, including CIP and BSA requirements, are adhered to.
- Provide customer-facing staff with guidance in handling difficult or complex problems.
- Assist with the resolution of issues and ensure a mutually favorable outcome to the Bank and our customers.
- Escalate issues to the appropriate business partners within the organization for an appropriate resolution, when needed.
- Open/close and oversee the banking office under established guidelines, when required.
- Recognize opportunities to acquire new or additional banking relationships by engaging in discussions with both customers and prospects to understand their needs and offer suitable products and services that add value.
- Make appropriate referrals to licensed representatives of ABS Associates of NY, Inc.
- Assist in the opening and closing of vault, safe, and ATM machine.
- Ensure the customer area is kept orderly and properly supplied.
- Communicate all disclosures, rules and regulations covering transactions, as well as FDIC protection to customers upon the opening of new accounts.
- Ensure accurate new account record keeping practices and perform timely follow-up as needed.
- Adhere to regulatory, compliance, security, and audit policies/procedures, as well as our code of conduct and operational controls.
- Perform additional duties as requested.
Requirements
- Must have at least 3 years retail banking experience in the combined experience of Teller/ Customer Service Representative.
- 1-2 years of bank supervisory experience in either the teller unit or platform required.
- Prior experience in fostering and developing strong customer relationships.
- Weekend work and extended hours or filling in at neighboring branch locations may be required.
- Mandatory training may require occasional travel.
- Visa sponsorship not available.
Skills
- Fully cross trained preferred.
- General understanding of banking operations (Risk, Compliance, Fraud, Loss, etc.) preferred.
- Ability to develop, as well as maintain a detailed level of knowledge of banking products and services.
- Display willingness to be cross trained in other branch functions.
- Excellent problem-solving skills with the ability to provide solutions to customer issues.
- Must present a confident, professional, and positive demeanor to customers.
- Excellent interpersonal and communication (verbal + written) skills.
- Must have excellent phone skills.
- Strong organizational skills and detailed oriented.
- Basic knowledge of Microsoft Office suite of products (Word, Excel, & PowerPoint).
- Display sound judgment and discretion when utilizing confidential information.
Location
- New York, NY (Penn Station)
Work Type
- Full-time
Experience Level
- 3 years retail banking experience
- 1-2 years bank supervisory experience
Education Level
- High School Diploma or GED required
Salary/Compensations
- $27.48/hr - $38.46/hr
About the Company
- Apple Bank clientele
Equal Opportunity
- We are an equal opportunity employer and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, military and/or veteran status, or any other Federal or State legally-protected classes.