***M/F/D*** (Male/Female/Diverse)

PRINCIPAL ACCOUNTABILITIES
Support the BC Operations Supervisor and/or BCM in leading and developing BC Service Specialists by providing technical supervisory guidance to ensure qualified service is provided to customers by identifying needs and offering solutions from a range of standard products and services, while managing security, financial and reputational risk. Assignments include more complex and non-routine tasks requiring problem resolution and handling loans of a more complicated or uncommon nature. Position responsibilities include all tasks and skills included in the Banking Center Service Specialist job description plus the below specified additional tasks.

I. General Tasks and Skills

• Coordinate and perform ATM servicing and replenishment.
• Assist in scheduling quarterly cash counts when needed and ensure proper staggering.
• Monitor actual USD and local currency cash usage for all cash drawers and prepare and submit an ATM Cash Limit-Temporary Exception Request or BC Cash Over-Limit Form, when needed.
• Determine cash and financial paper needs and prepare and send order to Main Cash and the local bank, if applicable.
• Conduct Key & Combination and Financial Paper inventories under dual control as directed.
• Maintain local bank account, as applicable.
• Perform cash counts and submit Teller Difference Reports, when needed.
• Handle cash drawer difference resolution and coach associate if needed.
• Handle and resolve end of day center balancing issues.
• Review and ensure timely and accurate submission of Currency Transaction Reports and Transaction Review Forms.
• Prepare and maintenance Night Depository Agreements and accountability of ND containers.
• May be asked to follow up on general ledger items.
• Handle delinquent accounts and ensure the timely submission of Potential Loss Accounts (PLA) documentation.
• Act as loan subject matter expert providing training and guidance to less experienced associates and handle loans of an uncommon or more complex nature (i.e. CD Secured, foreign automobile). Act as intermediate between the Global Loan Development Center (GLDC) and the customer when situations requiring further consultation occur.
• Action monthly reports, or review correctness of actions performed by other associates.
• Handle dormant accounts.
• Handle and resolve issues arising with organizational accountholders.
• Provide guidance on the proper preparation of deceased customer and removal of joint accountholder documentation.
• Prepare the center to open for business and secure the banking center at the end of the business day.
• Perform Associate Skills Checklist consistently and utilize coaching opportunities to ensure associates are demonstrating the expected Playbook behaviors and adhering to security and information protection guidelines.
• Instruct all staff on the proper use of banking center equipment, ensure equipment is functioning and maintenance orders are requested in a timely manner.
• Review department logs/documentation to ensure accuracy and adherence to policies and procedures.
• Review processes and observe associates to ensure associates are practicing 100% dual control.
• Troubleshoot system issues with internal/external business partners.
• Perform records retention.
• Monitor and order supplies.
• May act as Attendance Administrator.
• Perform other reasonable duties as assigned.

II. Security

• Conduct and document monthly alarm component testing and check to ensure that all doors, windows and other barriers have functioning locks.
• Assist with handling and resolving security issues with local authorities and with internal / external business partners, in coordination with BCOS and/or BCM.
• Identify and report areas of risk immediately to management.
• Qualify, train and coach new associates on:

Workstation security, robbery, and bomb threat procedures.
Protection of confidential and proprietary information.
Protection of entrusted keys, combinations and codes.
Fraud prevention, anti-money laundering policy and procedures and any other regulatory compliance policies/procedures.
Importance of reporting risk when identified.

• Participate in department reviews to ensure the proper removal and storage of confidential information.
• Act as a Key Personnel for Life, Safety & Recovery (LSR) events.

III. Service Delivery

• Possess a thorough knowledge of Bank’s products and services.
• Qualify, train and coach associates on:

Recognizing and utilizing referral opportunities.
Playbook behaviors while performing as a role model for Community Bank Spirit and Core Values.
Lobby leading.

• May be required to represent the Bank at command/community meetings.

IV. Training

• Coordinate and perform on-the-job training for new associates, provide guidance and coaching as needed and support timely completion of web-based learning paths.
• Provide on-going associate training and guidance in support operational and service excellence by keeping up-to-date on policy and procedure changes.
• Conduct advanced training for associates to increase scope and depth of knowledge.
• Prepare and present Huddles.

V. Supervisory

• Supervise a group of associates in technical matters.
• Provide daily guidance and oversight to ensure the Bank’s service expectations are met.
• Monitor subordinate delivery of products and services to customers and provide coaching.
• Provide input for performance reviews.
• May participate in interview and selection of center associates.
• Replace Banking Center Operations Supervisor and in small centers the Banking Center Manager, as required/applicable.

Required skills:

• Minimum of one year supervisor/team lead experience/Bankkaufmann/-frau or six (6) months’ Navy Federal Credit Union / Community Bank supervisory/team lead experience with strong operational background
• Ability to learn and understand technology to assist customers with self-service needs
• Proven results exceeding goals in a customer-centric, results-driven environment
• Strong interpersonal skills, including the ability to easily engage others in dialogue, convey sincere interest in building/deepening relationships and demonstrate a commitment to providing personalized service
• Demonstrated ability to influence and collaborate with others outside of reporting authority to achieve shared goals
• Proven customer service skills and ability to resolve problems independently or escalate when necessary
• Ability to build solid relationships with teammates and business partners by fostering teamwork, partnership and collaboration
• Displays passion, commitment and drive to deliver an experience that improves our customers’ financial lives
• Demonstrates initiative, a commitment to continuous learning and the ability to adapt to changing demands and requirements
• Applies strong critical thinking and problem-solving skills to meet customers’ needs
• Strong organizational skills including the ability to manage multiple responsibilities, prioritize and delegate while delivering results
• Strong communication skills (including verbal, non-verbal, written and presentation) and active listening skills
• Availability to work a flexible schedule as required to operate the business
  

Desired skills:

• Business relevant associate’s degree (examples: business management, business administration, finance)