Customer Service Supervisor

Royal Bank of Canada - Winchester, VA

Full-time - Entry Level

Winchester, VA

Credit Intermediation and Related Activities

About the position

The Customer Service Supervisor is responsible for overseeing and coaching the Customer Service Representative (CSR) staff to ensure the delivery of high-quality customer service in accordance with the City's standards. This role involves identifying customer needs, processing bank transactions, and generating new business opportunities while maintaining compliance with bank policies and procedures.

Responsibilities

• Supervises and coaches CSR staff.
• Ensures delivery of City's customer service standards to provide excellent customer service, resolve routine and complex problems, and identify customers' financial needs.
• Accurately processes routine bank transactions including check cashing, deposits, withdrawals, account transfers, and loan payments.
• Maintains and balances a working cash supply.
• Displays a positive and professional attitude at all times.
• Maintains current knowledge of bank products and services.
• Works closely with Manager and branch team to generate new business.
• Seeks opportunities to refer to other lines of business including mortgage, cash management, commercial, and trust.
• Actively participates in branch campaigns and incentives.
• May open new accounts and deliver additional services at the branch.
• May be responsible for branch vault or ATM cash, or serve as a backup for these roles.
• Completes all training within predetermined time limits.
• Adheres to all bank regulatory, audit, and compliance policies and procedures.

Requirements

• High school diploma or equivalent.
• 1-2 years of retail/customer service experience required, with sales experience preferred.
• Previous supervisory experience preferred.
• Displays professional dress and demeanor.
• Personal computer proficiency.
• Cash handling experience preferred.

Nice-to-haves

• Excellent customer service and sales skills.
• Excellent oral communication and listening skills.
• Knowledge of (or ability to learn) the bank's operating systems, policies, and procedures.