Teller Supervisor II- Western Lights

Empower FCU•Syracuse, NY

15d•Onsite

About The Position

The Teller Supervisor II works alongside the Assistant Branch Manager and Branch Manager to oversee operations at one of our Empower FCU Branch Locations. The primary focus of this role is to foster a positive and engaging work environment for our branch team, ensuring their well-being, belonging, and growth while maintaining operational excellence and member-service.

Requirements

1 to 3 years of similar or related experience in credit unions, banking, leadership, or sales.
Strong leadership abilities with a focus on coaching, mentoring, and empowering team members to deliver exceptional member service and achieve branch goals.
A two-year college degree or completion of a specialized course of study at a business or trade school, or equivalent practical work experience.
Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Ability to effectively train and maintain a high level of education for branch staff.
Strong verbal and written communication skills, with the ability to conduct training and coaching sessions.
Proficient in using spreadsheets, word processing software, and general office equipment.
Strong decision-making and problem-solving abilities.
Ability to organize multiple tasks and assignments efficiently.
Capacity to work under frequent interruptions and prioritize tasks.
Skilled in employee development, coaching, and team collaboration.
Ability to identify opportunities for enhancing employee engagement and performance.
This position requires the employee to frequently sit, talk, hear, and use hands for handling tools and controls.
Occasional tasks may involve standing, walking, reaching, stooping, kneeling, crouching, or crawling, with the ability to lift up to 50 pounds.
Specific vision requirements include close vision and focus adjustment.
Mentally, the role demands resourcefulness and problem-solving abilities on occasion, with frequent initiative-taking.
The employee must consistently concentrate, exercise sound judgment, and remain patient while interacting with members, employees, and vendors.

Responsibilities

Work with the Assistant Branch Manager and Branch Manager to cultivate a collaborative and high-performing team environment.
Supervise teller line staff to ensure they are well-trained, motivated, and delivering excellent service.
Foster a positive, respectful, and team-oriented workplace for both employees and members.
Provide consistent feedback to staff, address performance concerns promptly, and support clear communication.
Track employee performance and feedback to identify opportunities for improvement and recognize strong contributors.
Step in as branch leadership in the absence of the Branch Manager or Assistant Branch Manager.
Train, develop, and coach tellers to achieve branch performance goals.
Oversee all security, compliance, and audit requirements; provide timely responses to quality control departments.
Ensure effective cash management and branch audit compliance (vault management, teller audits).
Assist in scheduling and staffing the branch, ensuring adequate coverage during all operating hours.
Actively engage with members to identify sales and referral opportunities across all Credit Union services.
Coach tellers on how to service members and identify product needs, contributing to branch sales goals.
Resolve escalated member concerns and ensure strong relationships are built with members.
Collaborate with branch leadership to set and achieve service level and sales goals for the teller team.
Monitor and ensure adherence to Credit Union policies, procedures, and compliance standards.
Regularly review reports, logs, and checklists to pass internal and external audits.
Keep staff informed of audit and regulatory requirements, ensuring optimal results.
Foster operational excellence with a focus on risk management and member service.
Stay informed of updates to policies and procedures and implement necessary changes for the teller line.
Regularly communicate audit and compliance updates to staff via meetings, emails, and daily huddles.
Attend required training sessions and branch meetings to stay up to date on all Credit Union changes.
Take responsibility for personal growth and improvement through continuous training.
Perform other duties as assigned.