Operations & Teller Supervisor

Blackhawk Community Credit Union•Milton, WI

About The Position

The Operations & Teller Supervisor is a junior-level manager responsible for supervising teller staff, overseeing daily teller line operations, and supporting the Branch Manager and Assistant Branch Manager. This role ensures efficient, accurate, and compliant transaction processing, fosters a positive member experience, and acts as a resource for teller staff development and operational excellence.

Requirements

Associate degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
Must be at least 18 years of age.
Previous Teller experience, or equivalent experience serving customers.
Previous experience in supervision of teller staff and/or lead teller duties.
Previous experience recommending products and plans to improve a customer’s financial position.
Demonstrates strong interpersonal, verbal, and written communication skills, consistently maintaining a positive attitude and a professional image.
Proven leadership abilities, with a dedication to supporting both members and employees in a dynamic, fast-paced environment.
Maintains a thorough understanding of banking and credit union regulations to ensure compliance and diligent application of industry standards.
Exhibits reliable attendance, sound judgment, and flexibility to travel as needed.
Effectively organizes and prioritizes tasks, maintains accurate records, and displays self-discipline, self-awareness, and personal accountability.
Approaches challenges with curiosity and accountability, identifying root causes and developing practical, member-focused solutions that balance efficiency, service quality, and organizational goals.
Utilizes emotional intelligence to navigate workplace challenges, make thoughtful decisions, and foster talent development through coaching and guidance of team members.
Embraces digital tools and technology, remains focused on member needs, and is committed to ongoing learning and development.
Possesses basic math skills and the ability to project a professional image at all times.
Successfully completes all required pre-employment background checks.

Responsibilities

Delivers high-quality, friendly, and efficient service to members, meeting or exceeding service expectations.
Handles a broad variety of member service functions, utilizes expert knowledge in deposit and convenient services products to process routine consumer and business financial inquiries, transactions, and service requests including deposits, withdrawals, transfers, and purchase of negotiable instruments.
Fulfills member service requests including account maintenance, research, reconciliation, and correction.
Acts as a resource for tellers when handling complex transactions, resolving discrepancies, and addressing sensitive member concerns.
Supports tellers in identifying member needs and referring members to appropriate staff for specialized services.
Educates members on digital banking and other services; refers investment needs as appropriate.
Secures the credit union’s assets by handling cash and negotiable instruments in a consistent manner, properly identifying members, keeping member information confidential, and completing necessary reports that summarize daily activities.
Maintains up-to-date knowledge of policies, procedures, products, and legal requirements.
Supports the vision of the Board of Directors and President/CEO by working cooperatively and cohesively on service and operational matters with the Branch Manager, the management teams, and fellow employees.
Follows processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT). Complete required annual BSA/AML/CFT training to ensure comprehension of responsibilities that apply to BSA/AML/CFT, including: 1. CIP (Customer Identification Program) 2. CTRs (Currency Transaction Reports) 3. SARs (Suspicious Activity Report) 4. OFAC (Office of Foreign Assets Control) 5. Monetary Instruments
Provides daily guidance, training, and performance feedback to teller staff. Ensures tellers are equipped to deliver exceptional member service and maintain operational accuracy.
Assists the Branch Manager with ongoing coaching and supports teller development through mentoring and skill-building activities.
Maintains up-to-date knowledge of credit union policies, procedures, and regulations. Ensures tellers adhere to these standards, including security and fraud prevention protocols. Monitors transaction processing for accuracy and compliance and completes required reports and audits.
Oversees teller schedules to ensure adequate staffing and efficient branch operations. Coordinates daily assignments, monitors workflow, and assists with opening and closing procedures to maintain smooth branch operations.
Oversees all teller and branch operations, including monitoring and managing vault cash levels, balancing and maintaining Teller Cash Recyclers (TCRs) and Teller Cash Dispensers (TCDs), verifying and processing teller and Federal buys and sells, fulfilling member change orders, preparing coin shipments, and ensuring accurate daily balancing of the vault and branch.
Steps in to manage branch operations in the absence of the Branch Manager and Assistant Branch Manager, ensuring continuity of leadership and operational standards.
Models professional behavior and fosters a positive, collaborative team environment. Ensures members receive friendly, helpful service and that their financial needs are met efficiently and accurately.
Assists other departments as needed, encourages teamwork, and adapts to changing member demand and operational requirements.
Trains new and existing employees on member service and operational procedures.
Assists in branch opening and closing procedures.
Performs other duties as assigned, including filling in for other departments as needed.