Teller Supervisor

Beacon Bank•W. Roxbury, MA

9d•Onsite

About The Position

The Teller Supervisor is a member of the branch leadership team responsible for supervising the teller line, directing daily operations, and developing team members to support branch growth, deepen customer relationships, and deliver an exceptional customer experience. The role provides operational expertise and ensures compliance with bank policies, procedures, and regulatory requirements. It also includes coaching colleagues in performance, product knowledge, and customer experience practices. The position oversees teller-line operations, cash and vault responsibilities, audits, records, ATM procedures, and complex transactions or customer requests. In coordination with branch management, the Teller Supervisor participates in hiring and performance management. The role also supports customer relationship development by identifying financial needs, explaining products and services, recommending tailored solutions, assisting with digital banking, resolving service concerns, and participating in outreach and community activities. The Teller Supervisor assists with daily branch operations, including opening and closing, security, audits, and compliance. Responsibilities include supporting BSA/AML compliance, reviewing branch reports, training staff on regulatory changes and risk-management practices, protecting bank assets and customer information, and following procedures intended to deter robbery and fraud. The role is based in West Roxbury, Massachusetts, and requires flexible hours, including Saturdays, as well as occasional travel to branch locations.

Requirements

High school diploma or equivalent required.
Proven results in a goal-oriented sales or customer service environment.
Supervisory experience and demonstrated ability to provide direction and support.
Strong communication, interpersonal, and organizational skills.
Basic computer skills and familiarity with Microsoft Office, including Word, Excel, and Outlook.
Ability to analyze situations, solve complex issues, and prioritize workflow.
Ability to work flexible hours, including Saturdays, and travel occasionally to branch locations.
Commitment to ethical standards and compliance with banking laws and regulations.
Superior customer service and relationship-building skills.
Ability to work in a flexible, cross-trained environment.
Strong coaching and mentoring skills.
Ability to prioritize workflow, multitask, and meet deadlines.
Enthusiastic, goal-oriented, and customer-focused approach.
Notary or other licensing as required.

Nice To Haves

Banking courses preferred.
One to two years of senior teller or teller supervisor experience preferred.
Cash-handling experience preferred.

Responsibilities

Supervise the teller line and help build and manage a sales culture to achieve branch goals and bank-wide initiatives.
Maintain cash drawer and vault responsibilities, ensure proper balancing, and deliver work to appropriate departments in a timely manner.
Oversee teller-line and ATM procedures, including audits, compliance, and record-keeping.
Resolve complex transactions, errors, and client requests; help employees and customers address problems.
Participate in hiring and performance management in collaboration with branch management.
Provide an outstanding customer experience at all points of contact.
Engage customers and prospects, build rapport, and develop new relationships while retaining and expanding existing ones.
Advise customers on product selection, identify financial needs, and provide tailored solutions, including deposit, lending, and business-partner referrals.
Educate and assist customers with digital banking services and recommend convenient banking options.
Handle complex customer issues, explain bank policies and procedures, and resolve service concerns.
Participate in outbound calling campaigns, branch initiatives, and community involvement to develop new business.
Assist with daily branch operations, including opening and closing, security, audit, and compliance procedures.
Ensure compliance with banking regulations, policies, and procedures, including BSA/AML.
Oversee branch audit processes and review branch reports.
Train staff on regulatory changes, risk management, and best practices.
Protect bank assets and the confidentiality of customer information in accordance with Customer Information Practices.
Follow procedures that deter robbery and fraud.
Demonstrate teamwork, adaptability, accountability, and leadership in alignment with Beacon Bank’s core values.