Centerville Road: 310 Centerville Road, Lancaster, PA 17601

Work Days and Expected Hours:

Monday - Thursday: 8:30 AM - 5:00 PM

Friday: 8:30 AM - 6:00 PM 

Saturday: 9:00 AM - 12:00 PM 

(Must be flexible around branch hours)

Function: Assumes responsibility for the efficient and effective operation of customer service activities.

Duties and Responsibilities:

Performs one or more of the following functions:

Proves competencies in bank operations by:

Completion of the RSS training Rotation as assigned by Consumer Bank Training in conjunction with Retail Operations.

Shows accuracy and balancing skills by maintaining a balancing rate of 90% for six consecutive months.

Assists in the supervisory responsibility for the efficient and effective operation of the branch customer service function by performing the following duties:

Complete STELLAR program as assigned by Employee Services

Complete Leadership Basics as scheduled by Consumer Bank training.

Supervising staff in the absence of branch management.

Training and mentoring new CSR’s

Providing technical and operational assistance to CSR’s.

Demonstrates knowledge of Consumer Bank Customer Service Expectation & offer each customer exceptional customer service as outlined in the Branch Playbook and Customer Insight surveys.

Assumes responsibility for the efficient and effective operation of customer service activities by:

Establishing schedules and ensuring that prescribed operating policies and procedures are implemented and followed.

Coaching staff regarding the use of Customer Service Information Inquiry Computer Systems, Retail Customer Service Skills, Product Knowledge, and knowledge of S&T policies and procedures to protect customers and the bank from fraud and to successfully operate a customer service window.

Allocating work and assisting in training personnel.

Handling difficult problems and unusual tasks in a manner consistent with the bank's policies.

Having satisfactory annual Operation Assessment Review (OAR)

Maintains a positive relationship with bank customers and seeks to contribute to branch sales goals by consistently recommending S&T products and services.

Ensures daily office settlement of all applicable retail operations, processes, and functions.

Assists customer service representatives with proof and reconcilement problems.

Signs and approves checks for customer service representatives.

Oversees maintenance of vault cash levels, coin and currency shipments, and related responsibilities.

Oversees branch reporting requirements, such as monthly tracking sheets and logs.

Operates a customer service window most of the time.

Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization

Performs additional duties as required.

Physical Demands

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18”-20” for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education

Requires a high school diploma or equivalent, plus specialized training or a two-year degree.

Experience

Two to five years of general business experience, one to two years of supervisory experience preferred.  Successful completion of the retail training program required.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

Salary Range: