Client Services Supervisor

Description

The Client Services Supervisor is responsible for frontline supervision and development of Client Services Specialists, Sr Client Services Specialists and Client Services Bankers. This role oversees the entire onboarding process, from deposit account opening to comprehensive training and education on products/services. This Supervisor manages the day-to-day workflow of the customer experience and ensures smooth frontline and banker operations including maintaining appropriate staffing levels.

The Client Services Supervisor serves as an escalation point for customer issues as well as leader in the rollout and execution of initiatives that relate to client services and personal banking.

Based in our South Fargo location with expectations of being in our West Fargo and Moorhead locations about once per week. A Saturday shift once every 2 months for about 4 hours.

• Conduct regular one‑on‑ones to align cultural & business objectives, prioritize the most important work and coach to high performance.
• Facilitate execution through effective situational leadership tools.
• Support engagement and action by listening to team member feedback – what’s working, what’s not – support them in initiating and executing positive changes and provide them with adequate resources.
• Support team members in their professional and personal development.
• Recognize team members through timely, individualized recognition.
• Promote collaboration and face‑to‑face interaction.

• Hires, terminates, coaches, conducts annual and interim performance reviews and resolves other personnel issues.
• Supervises frontline and banker operations to ensure adequate staffing levels.
• Conducts one‑on‑ones with team members to support training and development of Client Services Specialists & Bankers.
• Facilitates team meetings and outings to promote teamwork, communication, trust and respect.
• Directs, coordinates and monitors activities to implement the Bank’s policies, procedures and practices concerning customer service and transaction processing.
• Provides coaching to achieve the highest level of customer service and actively promotes Premier Experience service standards to internal and external customers.
• Handles or assists in resolving technical and/or complicated transactions and operational issues.
• Ensures compliance with applicable internal policies and procedures and federal and state regulations.
• Leads frontline and banker interaction in all operational areas, including processing of banking transactions and time‑sensitive tasks, ordering currency and coin, imaging, scanning, etc.
• Assists the frontline/bankers with all aspects of servicing and account maintenance.
• Participates in the development and enhancement of equipment and training procedures.
• Observes and coaches direct reports on product and service knowledge in all areas of the business and recognizes opportunities to teach using coaching tools and resources.
• Provides leadership support to branch frontline/banker employees and acts as a liaison to all business partners for deposit and online banking services. Builds strong partnerships with local leadership/president.
• Maintains strong knowledge of Choice Bank’s systems, products, services, policies and procedures.
• Coaches and/or recommends products or services to customers that will benefit them, including referrals to operating units such as insurance, wealth and mortgage.
• Actively participates in internal and external continuing education for frontline/banker operations and leadership.
• Maintains complete confidentiality regarding customer accounts, loans and bank relationships.
• Performs duties outside the normal scope as assigned.
• Projects a positive image of Choice Bank when representing the organization.
• Actively supports management and organizational goals.
• Adapts to meet ever‑changing customer and community needs.
• Maintains strong knowledge of third‑party vendor systems/software/websites.
• Oversees risk management requirements for locations and cascades information to the location team members.

• Minimum 6 to 8 years of relevant experience with requisite competencies.
• Team player with open communication and problem‑solving skills, professional written and oral skills, excellent interpersonal skills and ability to develop partnerships.
• Promotes and administers change and accepts diversity.
• Ability to follow policy and procedures.
• Consistent, thorough, detail‑oriented and highly organized.
• Embraces coaching and self‑development.
• 2+ years of leadership experience and/or customer service and 1+ year(s) of cash handling experience.
• High School Diploma or GED.