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Branch Service Supervisor

Company Name:
First Niagara Financial Group
Required Skills:
High School Diploma or G.E.D. required
2 years experience as a Teller
Demonstrated retail/sales/referral experience of exceeding goals
Must successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act (Required for In Store Branches Only)
Business acumen - bank products, services, policies and regulatory policies
Communication
Computer proficiency
Customer service
Detail-oriented
Judgment
Organizational skills
Problem resolution
Sales
,
Overview: The Teller Supervisor is expected to be a customer experience leader as well as the operational expert of the branch with the ability to be a referral manager and individual producer. This position requires the individual to adhere to and support First Niagara Bank's Statement of Values. In addition, the position is expected to be a Role Model for First Niagara's Brand and Culture.
Key Responsibilities:
SALES EXPECTATIONS
Lead and manage overall referral performance of the teller team to achieve goal
Lead and manage the conversion of service requests to sales referrals
Prioritize and deploy daily, the most efficient high impact referral activities to generate referral outcomes
Fully leverage available sales tools, prescribed in-branch routines and best practices to drive referral activity
Generate referrals personally to model and demonstrate service to referral interactions
SERVICE EXPECTATIONS
Lead the teller team to provide a consistent and exceptional customer experience that achieves customer satisfaction and loyalty targets
Ensure delivery of exceptional customer service behaviors to create advocacy and earn the right to expand relationships
Do what's best for the customer by promoting customer referrals to the most appropriate team members and cross-functional business partners as appropriate
Ensure and promote personal ownership for the resolution of customer service issues derived from the teller line
PEOPLE EXPECTATIONS
Promote a positive branch environment that inspires, motivates, challenges , supports and provides recognition for exceptional performance
Demonstrate hands-on leadership through direct participation in ongoing communication, branch meetings, etc
Champion and model behaviors aligned to First Niagara's culture by demonstrating the core values and personality traits.
Maximize branch referral productivity and improve employee capabilities/skills through informal coaching routines and mentoring; recommend and leverage training opportunities as appropriate
Clearly emphasize the stated referral and service expectations for each teller
Assist the Branch Manager in accessing the individual performance of each teller on the team
ADMINISTRATION/OPERATIONAL EXPECTATIONS
Take a lead role in the facilitation of prescribed operational/compliance responsibilities to ensure the branch is meeting required standards
Take a lead role in educating the teller team for changes in operational/compliance policies and routines as they occur
Must adhere to pertinent laws, regulations, First Niagara's Compliance Policy and external compliance requirements
EEO/AA Minority/Female/Disability/Veteran
Requisition Number: 12668
Job Title: Branch Service Supervisor
Area of Interest: Branches
Department: Clinton Shoreline Branch - 741
Location: Clinton Shoreline Branch
Position Type: Full Time
State: Connecticut
City: Clinton

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