Service Manager I

Lone Star National Bancshares

Brownsville, TX

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JOB DETAILS

SKILLS

Bank Management, Banking Services, Coaching, Communication Skills, Computer Skills, Detail Oriented, Disciplinary Action, Documentation, English Language, Error Handling, Federal Laws and Regulations, High School Diploma, Internal Audit, Loss Prevention, Maintain Compliance, Marketing, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Multilingual, Operational Audit, Operational Support, Operations Processes, Performance Management, Policy Development, Problem Solving Skills, Procedure Development, Regulations, Regulatory Compliance, Regulatory Requirements, Risk Management, Spanish Language, State Laws and Regulations, Training Program, USA PATRIOT Act

LOCATION

Brownsville, TX

POSTED

Today

JOB DESCRIPTION

The Service Manager is responsible for leading the banking center's teller operations by ensuring operational accuracy, regulatory compliance, and consistent service quality. This role oversees the execution of teller procedures, maintains strong internal controls, and develops teller staff through coaching and performance management. The Service Manager exercises independent judgment within established teller policies and procedures and serves as the primary escalation point for teller-related operational matters.

ESSENTIAL DUTIES

The duties listed below may not include all responsibilities that the person in this role may be asked to perform. Incumbent may be required to perform other related duties, as assigned, including cross training across other departments, as necessary. In addition, incumbent may be required to rotate between banking centers, as needed.

Creates a welcoming environment and communicates professionally and effectively with customers and team members
Consistently models and reinforces exceptional service standards and operational discipline
Leads all teller operations, including transaction accuracy, cash controls, audits, compliance, risk management, and service execution
Supervises the hiring, training, scheduling, coaching, evaluating, and counseling of teller staff
Conducts teller observations, reviews large transactions, Reg CC holds, and exception handling
Manages cash operations, including cash ordering, vault limits, dual controls, and surprise cash audits
Ensures adherence to internal policies, procedures, and regulatory requirements related to teller operations
Prepares and reviews teller-related reports and documentation as required
Serves as the escalation point for teller issues, discrepancies, and operational concerns
Performs teller transactions as needed to support operational flow and coverage
Maintains accountability for assigned cash and ensures accuracy at all times
Partners with the Banking Center Manager to support branch goals related to service quality, productivity, and operational effectiveness
Participates in job specific training and other various Bank training programs, as necessary
Maintains current knowledge of internal risk controls and loss prevention, including reporting of suspicious or unusual customer activity per Bank policy, and ensures adherence by the respective department personnel
Maintains current knowledge and complies with all federal and state laws and regulations and all established Bank policies and procedures, including internal audit controls related to department operations, and ensures adherence by the respective department personnel
Maintains current knowledge of all rules, regulations, and laws as they apply to BSA/OFAC/USA Patriot Act/CIP/AML, and ensures adherence by the respective department personnel
Performs other related duties as required and assigned

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

High School Diploma or GED required
Bachelor's degree in business, marketing, or related field, preferred
Minimum 3-5 years of teller experience, or 3 years of teller experience at Lone Star National Bank
Demonstrated knowledge of teller operations, audits, and compliance controls
Proven ability to coach, develop, and lead frontline staff
Strong decision-making and problem-solving skills within a regulated environment
Demonstrated ability to retain and consistently apply detailed operational and regulatory procedures
High level of integrity, accountability, and attention to detail
Ability to learn and adapt to new information, procedures, and technology platforms
Proficiency in personal computers and Microsoft Office applications (Word, Excel, Outlook)
Bilingual in English and Spanish required
Ability to work flexible hours, including Monday through Friday and a rotating Saturday schedule, as business needs dictate

ORGANIZATION

This position reports to the Banking Center Manager
This position oversees the Tellers

TRAINING REQUIREMENTS

All employees are required to attend scheduled mandatory training and complete online regulatory compliance training courses applicable to their specific job function. In all situations, employees must ensure that their actions fully comply with all federal banking laws and regulations, including internal bank policies and procedures. Failure to adhere to these requirements will be grounds for disciplinary action, including probation and possible termination.

COMMUNITY INVOLVEMENT

Lone Star National Bank's Mission Statement includes a commitment to helping our communities grow by serving them with pride and integrity. All employees are encouraged to volunteer for bank sponsored activities, civic, charitable and community events and to be active in the communities we serve.

LSNB is an Equal Opportunity/Affirmative Action Employer and does not discriminate in the recruitment, hiring, and conditions of employment on the basis of race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, marital status, disability, age, veteran status, or any other status as protected by applicable laws.

Management reserves the right to change this position description at any time according to business needs.

Service Manager I

Lone Star National Bancshares

Brownsville, TX

About the Company

Lone Star National Bancshares

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