Ricardo Soto

Position Summary Supervises all Customer Service Representatives in the Branch office. Directs the transaction activities of CSRs ensuring the seamless, efficient delivery of teller banking services. Handles the staffing, counseling, and performance management of all CSRs. Assures balancing guidelines, compliance and security are not compromised. Leads the teller staff in customer service excellence and sales referrals. Reports to the CBM or CBAM. Position Duties Actively participates in the development and retention of team members. Approves overrides for the CSR staff. Counsels CSRs, prepare disciplinary notices, write and deliver performance appraisals. Ensures that CSRs are following procedures and assist in complying with CSR standards. Helps reconcile branch settlement differences. Works with CSRs to be sure that policies and procedures are understood and followed. Manage the branch in the absence of the CBO as directed. Responsible for ensuring that the teller line runs smoothly.

Establishes and solidifies customer relationships by providing an outstanding customer service. Customer Service Philosophy, engaging customers in face to face and telephone conversation regarding their current and future financial needs. Maintains a minimum customer satisfaction rating of 85% through Customer Pulse surveys and reinforces information gained through all customer feedback channels. Supports the Store Manager in efforts to lead and manage the team around Building Relationships through customer engagement, including proper utilization of Building Relationship Forms, Magic Money Engagements, etc. Serves productively as an active Certified Consumer Lender and Notary for Store with a solid plan to increase loan growth. Enforces Bank culture by leading the team to protect the Metro Bank Brand, enforcing a relationship-driven customer experience, AMAZING! service delivery, and ensuring Store appearance in accordance with facility guidelines. Understands how the Bank makes money and articulates the importance of managing and controlling expenses, fee waivers, and exceptions. Maximizes employee retention and growth by identifying and managing employee talent and career development through utilization of Pathways. Exhibits excellent public speaking skills through management and marketing the Metro Bank Story. Leads and encourages participation in retail events to promote the Brand and support communities.Performs all other duties as assigned to ensure operational and service standards are met within the Store. Executes strategic initiatives seamlessly and effectively leads the team to meet and exceed corporate, Store and individual goals. Drives Store profitablity while ensuring customer relationships are tailored to customer needs. Acts as Operational Liaison ensuring the integrity of the Store and proficiency in all areas of operational soundness and compliance.

Responsible for accurately performing teller duties, including cashing checks, receiving deposits, and processing other complex transactions Provide performance feedback to tellers Supervise teller line by building a team environment to achieve branch goals Validate and balance branch cash balance with general ledger accounts Monitor branch operating risk loss accounts and maintains teller over/ short records Responsible for branch audit compliance Arrange and participate in on-going sales meetings and sales coaching sessions Open and complete new account opening processes