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Customer Service Associate Supervisor

POSITION OBJECTIVES
Manages and staffs the CSA area, supervises and schedules work of CSA's and performs audit functions. Manage the CSA line to the expected Sales and Service Standards, providing coaching as needed and tracking of referral goals. Participates in the branch opening and closing procedures and is responsible for branch operations in the absence of the Manager and/or Ass't Branch Manager. Performs functions of a CSA on a regularly basis, as staffing and customer traffic require.

RESPONSIBILITIES

  • Manages the CSA area.
  • Performs functions of a CSA.
  • Schedules and coordinates the daily and weekly workflow and CSA staff.
  • Monitors the CSA's performance and makes decisions relating to hiring, performance evaluations, promotions, transfers, corrective action and separation of CSA staff.
  • Conducts regular CSA staff meetings to insure compliance with all Bank policies and procedures.
  • Provides technical support to the CSA area, additions and deletions to systems, software updates and off-line.
  • Maintains vault control to include cash orders, shipment verifications and vault logs.
  • Researches, reports and tracks CSA differences.
  • Performs branch audits of CSA's and consignment items.
  • Approves transactions within established guidelines.
  • Assists in monitoring overdraft accounts to include marking, customer contact and collections.
  • Reviews and approves CTR's.
  • Participates in the opening and closing of the branch. Conducts security inspection of building and grounds under dual control.
  • Maintains and controls consignment items.
  • Assists with or completes the branch proof.
  • Identify customer needs and make appropriate referrals of products and services while executing a smooth transition of customer to platform personnel.
  • Utilize the Bank's CRM-360 View system to appropriately track, monitor and coach service issues for effective follow up and closure by appropriate personnel.
  • Manage and coach the teller referral goals and tracking through 360 View.
  • Provide CSA related 360 View reports to management as required.
  • Resolves customer inquiries/complaints and situations in a positive, professional and efficient manner. Utilizes customer complaint procedures as needed.
  • Prepares weekly and monthly tracking reports as necessary.
  • Demonstrate ISB Core Values in all actions.
  • Performs other duties as may be assigned.

SUPERVISORY RESPONSIBILITIES
This position supervises the CSA I, CSA II and Ass't. Customer Service Associate Supervisor.

 

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