Branch Service Supervisor

First Niagara Financial Group
Oct 08, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
**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:**


* 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


* 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


* 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


* 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:* 13133

*Job Title:* Branch Service Supervisor

*Area of Interest:* Branches

*Department:* Downtown Hartford Branch - 698

*Location:* Downtown Hartford Branch

*Position Type:* Full Time

*State:* Connecticut

*City:* East Hartford Glastonbury Hartford Manchester e382d0789c374feab4f5f5567e718fcf