Description

The Retail Experience Supervisor is responsible for delivering and championing exceptional customer experiences across all retail banking touchpoints. This role combines the responsibilities of a Universal Banker with leadership duties, ensuring that every customer interaction is positive, personalized, and aligned with the bank’s service standards. The Supervisor leads by example, supports staff development, and fosters a culture centered on customer satisfaction, loyalty, and trust.

1. Perform Universal Banker duties while allocating time for supervisory responsibilities that enhance the customer experience.
2. Serve as the primary resource for staff regarding customer experience standards, operational procedures, and service excellence.
3. Resolve escalated customer experience issues with professionalism and empathy.
4. Coach and mentor retail staff to deliver consistent, high-quality customer interactions and promote a customer-first mindset.
5. Lead training initiatives focused on enhancing customer engagement, service delivery, and cross-functional knowledge.
6. Review operational and service-related reports to identify trends and opportunities for improvement.
7. Conduct performance evaluations with a focus on customer experience metrics and service goals.
8. Provide ongoing feedback and coaching to support staff growth and accountability.
9. Oversee vault and ATM operations, ensuring accuracy, security, and timely service.
10. Recommend and implement improvements to streamline operations and elevate the customer journey.
11. Ensure compliance with all training, regulatory, and service standards.
12. Embody and promote the Bank’s Core Values in all interactions with customers and team members.

The job duties listed are in no way all encompassing. Other duties, responsibilities and qualifications may be required and/or assigned as necessary. This position requires regulatory compliance.

Requirements