Teller Supervisor

TruNorth Bank • Randolph, MA

10d • $24 - $28

About The Position

The Teller Supervisor supports excellent customer service and branch performance by supervising teller-line staff and branch operations. The role may manage the office in the absence of the Branch Manager and Assistant Branch Manager, and works with branch leadership to maintain service standards, staff communication, employee development, and progress toward branch goals. The supervisor also helps ensure compliance with bank policies, security requirements, fraud mitigation practices, and applicable laws and regulations.

The position may include customer-facing platform and desk work, such as opening accounts, maintaining existing accounts, processing customer requests, explaining products and services, responding to inquiries and complaints, and providing notary services. The role also encourages community development and CRA-qualified volunteer activity. Scheduling flexibility is required, including availability on Saturdays and for extended hours; travel may be required.

Requirements

• High school diploma or equivalent required.
• Prior supervisory experience required.
• Cash handling experience required.
• Strong written and oral communication skills.
• Excellent customer service skills.
• Ability to use computer systems and office equipment.
• Computer skills required.
• Ability to work in a fast-paced environment.
• Flexibility in scheduling; must be available to work Saturdays and extended hours.
• Travel may be required.
• Ability to stand for long periods of time.
• Ability to lift up to 50 lbs.
• Adherence to the Bank’s dress code policy.
• Ability to work independently and make sound decisions.
• Ability to learn software systems that support branch transaction processing.
• Ability to work with a diverse workforce and customer base.
• Strong organizational skills and commitment to personal growth and success.

Nice To Haves

• Two or more years of teller experience preferred.
• Knowledge of Microsoft products.
• Fluency in a second language.
• Leadership, coaching, sales, and relationship-building skills.
• Working knowledge of computer and processing skills and awareness of retail products and services.
• Ability to develop and use teller skills to provide staffing flexibility.
• Experience assisting with writing and delivering performance evaluations.

Responsibilities

• Provide responsive, high-quality customer service and resolve or escalate servicing issues in a timely manner.
• Use sound judgment within authorization guidelines to support customer retention and identify opportunities to improve relationships, services, practices, and the bank’s competitive position.
• Promote collaboration and communication across departments and maintain positive interdepartmental relationships.
• Manage the office in the absence of the Branch Manager and Assistant Branch Manager.
• Monitor teller differences and assist the Branch Manager with corrective action.
• Supervise branch operations, including branch cash, ATM balancing, cash limits, supplies, logs, and reports.
• Schedule staff in coordination with the Branch Manager and support efforts to reduce branch expenses and overtime.
• Help maintain branch service standards for customer interactions and interdepartmental relations.
• Provide input on employee performance management, assist with performance evaluations, and potentially complete evaluations for assigned tellers or participate in interviews.
• Coach and mentor teller staff, support their training and career development, and recognize and recommend rewards for performance.
• Support branch and bank goals, initiatives, community involvement, and a positive bank image.
• Maintain open communication with the branch team and share pertinent information in a timely manner.
• Ensure compliance with federal and state laws, bank policies and procedures, security requirements, fraud mitigation policies, and BSA procedures.
• Assist with periodic audits, month-end reports, inventories, and completion of required staff training.
• Assist in managing branch risk, including fraud, check initials, and check holds.
• Open accounts and assist customers with existing relationships as needed; perform account maintenance and process requests.
• Explain bank products and services and offer solutions based on customer needs; maintain knowledge of product updates, market conditions, and new technologies.
• Respond to customer inquiries and complaints promptly and diplomatically, usually within 24 hours.
• Provide notary services when needed.
• Encourage CRA-qualified community development volunteerism and related financial services or financial expertise in the bank’s assessment area.
• Participate in opening and closing the branch; directly oversee the teller line and operate vaults, the cash recycler, and branch scanning process.
• Perform other similar duties as assigned or requested by the Branch Manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED