Job Detail

Cornerstone Bank was formed in 2017, born of a long history of supporting the community, and providing a strong foundation to help people and businesses thrive. Serving Worcester County, Cornerstone Bank’s local presence and community-based banking model enables a unique ability to deliver outstanding service, with a personal touch. Cornerstone provides the highest level of service and expertise for individuals, businesses, and community organizations with branch locations throughout Central Massachusetts.

Cornerstone Bank is committed to providing a collaborative workplace where innovation, teamwork, accountability, and excellence are recognized and where employees are encouraged to broaden their skills, seek opportunities for professional development, serve their community, and provide outstanding customer service with each encounter.

Being a part of the Cornerstone team has many great benefits and perks. This includes a competitive pay, a generous student-loan paydown program, comprehensive benefit package including, medical, dental, vision insurance and even pet insurance! We offer a 401(k) plan with an employer contribution and match, success-sharing bonuses, paid time off and more!

If you are looking to join a team that is committed to your ongoing professional growth and development, we are looking forward to speaking to you!

We are currently looking for a Customer Relations Supervisor to join our team. This position reports directly to our Customer Relations Manager and as a Customer Relations Supervisor, you will perform a wide variety of transactions to service customers in conformance with established Bank policies and procedures.

Responsibilities and Accountabilities

Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to employees and customer.

• Exhibits Cornerstone Bank’s core values of Respect, Integrity, Trust and Excellence at all times.
• Supervises and schedules the daily activities of the Branch as needed. Assists Customer Relations staff with customer transactions.
• Assists in the training and development of new staff; introduces and orients the staff to new products, services, procedures, etc.
• Verifies and distributes cash as required. Orders cash and negotiable instruments, verifies delivery and prepares cash shipments. Balances cash vault and branch.
• Conducts regular unannounced audits. Opens & closes the Branch as scheduled.
• Builds trust with customers by identifying financial goals through established customer experience processes and proactively provides advice and guidance to customers to help them meet their financial goals.
• Follows up with customers as outlined in the customer experience process. Works within the established framework to achieve branch targets.
• May take part in bank wide projects and initiatives.
• Actively participates, promotes and coordinates any and all promotional activities within the Branch.
• Provides efficient, effective and courteous customer service. Performs a variety of transactions to service the customer, including processing deposits, withdrawals, payments, night drop bags, check cashing, etc.
• Ensures the accuracy of activities. Balances transactions and cash at the end of the day and participates in the branch settlement.
• Ensures that transactions are processed and the proper documentation is completed in compliance with applicable laws and regulations, i.e., Reg CC and the Bank Secrecy Act, etc.
• Maintains and exercises override/approval authority as part of the management team of the branch.
• Performs administrative or clerical functions as needed, i.e., answer phones, file, etc.
• Performs all duties in accordance with prescribed regulatory compliance guidelines.

• Ability to give and accept instruction and the desire to oversee and assist others
• Demonstrated customer service skills
• Must be comfortable performing basic math procedures
• Strong verbal and written communication skills; possesses professional communication ability including active listening
• Strong interpersonal skills and ability to deal with customers under circumstances requiring tact and diplomacy
• Excellent organizational skills
• High level of interpersonal skills to handle sensitive and confidential situations and documentation
• Must be available to work extended and/or weekend hours; available to attended training as needed
• Must be able to use various types of office equipment, including computer terminal

Education/Training/Experience

• High School Diploma or equivalent
• Position demands a person who has been an above-average Customer Relations Associate with at least 1 year experience with working knowledge of the Bank’s products, policies and procedures
• Requires twelve (12) to eighteen (18) months in branch training to learn all aspects of position

Physical Requirements

• The Customer Relations Supervisor is in a non-confined office type setting in which he or she is free to move about at will.
• The Customer Relations Supervisor spends time writing, typing, speaking, listening, carrying, seeing (such as close, color and peripheral vision, depth perception), sitting, pulling, walking, standing, and reaching.
• The Customer Relations Supervisor may operate any or all of the following: telephone, copy and fax machine, adding machine (calculator), scanner, computer, printers and other equipment as directed.
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job.
• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

MENTAL DEMANDS

• The Customer Relations Supervisor must be adept at reading and understanding documents, detailed work, problem solving, customer contact, reasoning, math, language, verbal and written communication, analytical reasoning, stress, multiple concurrent tasks, interruptions.

SUPERVISORY SCOPE

• Two to four

INDEPENDENT ACTION

• Performs work independently within scope of established guidelines and practices. Consults with Manager where clarification or exception to Bank policy may be required.

NOTE: These statements are intended to describe the general nature and level of work involved for this job. It is not an exhaustive list of all responsibilities, duties and skills required for this job.

Cornerstone Bank is an Equal Opportunity Employer. In compliance with Equal Opportunity Guidelines and the Americans with Disabilities Act, Cornerstone Bank provides reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

I have read and understand this classification description and hereby certify that I am qualified to perform this job with or without reasonable accommodations.