Experience Banking Supervisor

Leader Bank is looking for exceptionally dedicated team members to join one of the country's fastest growing community banks and mortgage lenders. At the time of its founding in 2002, Leader Bank had one branch office, $6.5 million in assets and 7 team members. Since then, the Bank has become one of the most successful banks in Massachusetts with $5 billion in assets, more than 400 team members, 6 branch offices, and annual mortgage originations of over $3 billion.
Exemplary products and an innovative spirit have driven Leader Bank's rapid growth over the years, and our team members embrace these values. Our mission is to obsess over our clients, make them feel valued, and maintain long-term relationships with them by constantly enhancing our products and processes to always improve our client experience. For our team members, Leader Bank prioritizes competitive compensation and benefits, a healthy work-life balance, and an environment that fosters diversity and inclusion.
Summary
The Experience Banking Supervisor will be responsible for directly supervising the Experience Banking Team by providing day-to-day leadership, coaching, guidance, and oversight to ensure daily functions and expectations are consistently met. This role will oversee team performance, support team member development, assist with workload prioritization, and help ensure a high level of client service across all interactions. They will extend the success of the team by proactively enhancing protocols collaboratively with other departments.
The Supervisor will also work on identifying areas requiring enhancement, developing new processes or improvements to review with management, and coordinating and writing training materials to support team knowledge, consistency, and process adoption. Additional responsibilities, qualifications, and competencies include the following:
Responsibilities

• Serve as the primary point of contact for clients, ensuring exceptional service and satisfaction
• Manage and resolve client inquiries, complaints, and service requests with professionalism and urgency
• Conduct in-depth and situational interview questions and sufficiently summarize for management review
• Write and facilitate team member annual reviews
• Provide direct supervision of team members by monitoring daily performance, assigning and prioritizing work, providing coaching and feedback, and ensuring timely follow-up on performance expectations
• Develop new and improved procedures with minimal supervision
• Additional system design and administration authority
• Create the operations schedule and proactively ensure daily coverage for both opening and closing shifts
• Manage multiple projects concurrently and prioritize issues
• Create reports to track metrics for issue resolutions and suggestions of product enhancements
• Mentor team members to develop in and beyond their role
• Coordinate and write training materials to support team knowledge, consistency, and process adoption
• Conduct routine audits of team activities, processes, and client interactions to ensure accuracy, consistency, and adherence to established procedures
• Facilitate meetings across departments

Qualifications

• Advanced knowledge of Microsoft Office Suites (e.g. manipulating spreadsheets, flowcharts, uniform presentations, etc.)
• Proven strong critical thinking and data-analysis skills navigating large data sets
• Strong technical aptitude with the ability to effectively leverage systems, reporting tools, and AI-enabled resources to improve efficiency, support training, analyze information, and enhance team processes
• Demonstrate capability to manage projects from beginning to end with minimal assistance
• Always exemplify appropriate workplace behavior and business ethics
• Demonstrated ability to directly supervise team members, including providing clear expectations, coaching, feedback, and follow-up to support performance and accountability
• Ability to identify team training needs and develop, write, and deliver training materials that promote consistent procedures, service standards, and operational knowledge
• Strong leadership skills with the ability to mentor team members, support professional development, and reinforce a high-performance, client-focused team environment
• Ability to answer complex client and team member inquiries without supervision
• Professionalism and sound judgment in creating solutions in the best interests of clients, team members, and the business
• Ability to articulate clear updates to operating practices using a standardized format
• Ability to understand the unique needs of the business and summarize complex situations succinctly for leadership review

This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications. Management reserves the right to modify, add, or remove duties and to assign other responsibilities as necessary.
Employees are expected to communicate professionally, work collaboratively, demonstrate accountability, and adhere to organizational policies and confidentiality standards.
Leader Bank offers an excellent compensation and benefits package including 401k plan with corporate match, medical and dental insurance, and the opportunity to work for a fast growing, local organization.
Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status, or any other protected class.
The base salary range below represents the low and high end of the Leader Bank salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance.
Salary Minimum: $59,511.00 - Salary Max: $89,266.00
The range listed is just one component of Leader Bank's total compensation package for team members. Other rewards may include annual bonuses, commissions, short- and long-term incentives, and program-specific awards. In addition, Leader Bank provides a variety of benefits to eligible team members, including health insurance coverage, a team member wellness program, life and disability insurance, a retirement savings plan, paid holidays and paid time off and vacation.
Leader Bank, N.A. is an Equal Opportunity and Affirmative Action employer and does not discriminate on the basis of race, color, religion, age, gender, marital status, sexual orientation, national origin, disability, military status, veteran status or any other protected class.
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