Digital Branch Customer Service Supervisor – Lead Customer Experience and Operations at blithequark

Are you a customer service expert with a passion for leading high-performing teams and driving business growth? Do you have a knack for staying ahead of the curve in the ever-evolving banking industry? If so, we invite you to join blithequark as a Digital Branch Customer Service Supervisor, where you'll have the opportunity to make a meaningful impact on our customers' lives and contribute to the success of our organization.

About blithequark

blithequark is a leading financial institution dedicated to providing exceptional customer experiences and innovative banking solutions. With a strong commitment to community development and social responsibility, we strive to make a positive difference in the lives of our customers and the communities we serve. Our team of passionate professionals is driven by a shared vision of delivering world-class service, fostering growth, and building lasting relationships.

Job Summary

As a Digital Branch Customer Service Supervisor at blithequark, you will be responsible for overseeing the day-to-day activities of our Digital Branch Customer Service Representatives (CSRs), ensuring that all new account reviews are processed in accordance with our onboarding procedures, and that our CSRs operate in a manner consistent with our policies and procedures. You will provide instruction and training to CSRs, delegate daily work assignments, prepare schedules, maintain records, evaluate employee performance, and analyze new account reports. This role requires exceptional leadership skills, technical expertise, and a customer-centric approach to drive business growth and operational excellence.

Key Responsibilities

* Oversee the performance of Customer Service Representatives, ensuring that transactions are processed in accordance with internal policies and procedures

• Delegate daily work assignments, prepare schedules, and maintain records/departmental files; provide leadership to the CSR staff
• Train, motivate, and counsel staff; assist Branch Manager in conducting performance appraisals
• Mentor newly hired CSRs, imparting knowledge regarding products and services that blithequark has to offer
• Serve as a contact for client problem resolution
• Support daily operations of the branch, including timely and efficient completion of transactions while maintaining accurate records
• Provide guidance to customers regarding the opening of new accounts by explaining appropriate product and services offerings that meet their needs; gather information required to process new and existing accounts; communicate internal rules and regulations covering transactions and FDIC protection
• Refer customers to a licensed representative of ABS Associates of NY, Inc. when appropriate
• Access electronic financial information to answer questions related to specific accounts
• Conduct weekly sales, service, and product knowledge meetings
• Comply with regulatory, security, and audit policies and procedures; adhere to blithequark's Code of Conduct
• Maintain operational controls to ensure safety and security of client and blithequark assets
• Build or maintain technical and professional knowledge by attending educational workshops and training
• Perform other duties as assigned

Essential Qualifications

* High School Diploma or GED required; Bachelor's degree preferred

• 5 years of experience as a Senior CSR/New Accounts Representative or equivalent, plus demonstrated leadership ability in an operations area related to banking or retail operations
• 1+ years of supervisory experience required
• Proven history of leveraging financial products and services that provide value to the client
• Possess strong technical skills and experience to operate teller software and other bank-related computer programs
• Proficiency in Microsoft Word & Excel required
• Excellent customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner
• Excellent interpersonal and communication skills (verbal + written)
• Comprehensive knowledge of interest calculations for use in dividend adjustments
• Advanced knowledge of new account operations, including CIP and BSA requirements
• Thorough knowledge of blithequark's rules and regulations governing accounts and services required
• Display sound judgment, as well as discretion when utilizing confidential information
• Strong analytical skills and creative problem solver
• Ability to work weekends and extended hours or at neighboring branch locations when needed

Preferred Qualifications

* Experience with banking software and systems

• Knowledge of regulatory requirements and compliance
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and adapt to changing priorities
• Experience with performance management and employee development

What We Offer

* Competitive salary range: $29.67/hr - $38.47/hr

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and customer-focused professional looking for a challenging and rewarding opportunity, please submit your application, including your resume and cover letter, to [insert contact information]. We are an equal opportunity employer and welcome applications from diverse candidates.

Note:

Visa sponsorship is not available for this position. Apply for this job