Teller Supervisor

Glacier Bancorp, Inc.•Billings, MT

About The Position

Western Security Bank is hiring for a Teller Supervisor at our Grand Avenue location. The primary purpose of the Teller Supervisor, is to process teller transactions, handle customer requests, and provide excellent customer service that meets and exceeds service expectations while adhering to all banking rules, regulations, policies, procedures, laws, mandates, and core values. The Teller Supervisor position functions as the front-line Customer Service Specialist (CSS) as well as effectively supervises front-line staff with support from the Deposit Operations Manager and/or Branch Manager. The expectations for the Teller Supervisor includes actively supervising, mentoring, coaching, training, and educating new and existing CSS employees. The Teller Supervisor will promote and enforce the High-Performance Growth (HPG) program that encourages cross-selling Bank products and services that contributes to the overall growth of Western Security Bank. The Teller Supervisor will work independently, as well as in cross-functional teams with various levels of knowledge. These cross-functional teams assist internal support staff to accomplish position/department/customer goals within regulatory/policy guidelines.

Requirements

High school diploma or general education degree (GED) required.
A minimum of 3 years previous Teller experience required.
A minimum of one year previous supervisory experience preferred.
Equivalent combination of relevant education and work experience.
Ability to effectively supervise, mentor, coach, train to produce successful outcomes.
Proficiency in computer applications and equipment necessary for the job.
Excellent interpersonal communications skills including customer service orientation and strong listening skills.
Strong written and verbal communication skills.
Strong analytical and attention to detail skills.
Ability to work well under pressure with a high degree of attention to detail.
Must have the ability to work in a professional manner and consistently demonstrate courtesy, customer service, and tact in a fast-paced/deadlines-oriented environment.
Ability to work quickly and accurately: perform effectively under pressure; meeting multiple and sometimes competing deadlines and make decisions based on regulation(s), company policy(s), knowledge and experience.
Mathematics and reasoning are constantly used/required on the job.
Memory and estimating are frequently used/required on the job.
Problem solving and exercising judgment are frequently used/required on the job.
Ability to define problems, collect data, establish facts and draw valid conclusions.
Must be able to operate routine office equipment including computer terminals and keyboards, telephones, copiers, facsimiles, and calculators.
Must be able to routinely perform work on computer and over the phone for an average of 6-8 hours per day, when necessary.
Must be capable of regular, reliable and timely attendance.
While performing the duties of this job, the employee constantly works with time constraints and maintains attentiveness, duration and intensity.
The employee frequently has routine workflow.
The employee frequently exercises flexibility (the ability to shift from one task to another).

Nice To Haves

A minimum of one year previous supervisory experience preferred.

Responsibilities

Must be able to perform a wide variety of teller transactions; including but not limited to cashing checks, processing withdrawals and deposits, issuing cashier checks, and change orders.
Perform additional transactions for bank customers, including but not limited to: accepting loan payments, filling business change orders, issuing cashier’s checks, redeeming savings bonds, selling travel cards, processing credit card advance requests, processing telephone transfers, processing and recording night deposit transactions, processing check orders, and issuing debit cards.
Maintain daily balancing record by correctly balancing cash, locating overages or shortages, selling excess cash to vault/ TCR and maintaining established cash levels in drawer. Sort, count, and strap money to be sold to the vault/TCR.
Have a solid understanding of bank products and services and be able to accurately present bank products and services to customers.
Assist customers with non-transactional needs/requests and answer incoming calls.
Ability to balance teller drawer, cash vault, coin machine, and Teller Cash Recycler (TCR).
Timely completion of Position Development Checklist which will dictate teller advancement.
Responsible for complying with all applicable banking laws, regulations, company policies, procedures, management directives, security, and operational procedures.
Responsible for keeping all customer, employee, and bank information private and confidential.
Responsible for being vigilant and watching for fraud that could adversely affect the bank and bank customers.
Responsible for timely completion of all required Compliance and Security training implemented by GBCI and WSB.
Responsible for adherence to Bank Security Policy and for reporting security risks to management.
Must comply with applicable laws and regulations, including but not limited to, Reg CC, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
If applicable, responsible for adhering to vault, cash drawer and TCR policies and procedures. Exhibit proficiency and accuracy in cash handling skills including counting, posting, balancing, and buying and selling responsibilities.
Demonstrates additional knowledge of the coin counter, currency counter, proper use of bait money and alarm procedures.
Responsible for being proficient and/or knowledgeable in check handling tasks including endorsements, thumb print program, Reg. CC. (exception holds), and Canadian checks. Demonstrates additional knowledge of OFAC and the check cashing policy.
Apply due diligence for detecting fraud.
Demonstrates proficiency in various computer transactions including deposits, withdrawals, payments, customer inquiries, alerts, telephone transfers, and stop payments.
Responsible for additional duties including Visa, MasterCard and Discover cash advances, cashing U.S. Savings Bonds, and assisting with safe deposit boxes.
Must be able to accurately quote deposit product rates and exhibit familiarity with rate information screens and fee schedules.
Provides supervision to the teller line by participating in various aspects of supervisory duties including performance reviews, disciplinary issues, and delegation of duties.
Facilitate effective cross-training of staff.
Create front-line schedules, based on business need and required rotations.
Responsible for following established policies, procedures, and regulations when processing teller transactions and front-line overrides.
Will train new employees by supporting the Branch Buddy and Standard Teller Training Programs.
Will work with branch management to prepare performance evaluations, Teller Stats, and/or disciplinary notices.
Will create, facilitate, and manage front-line staff meetings.
Must comply, support and educate applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act, and the Office of Foreign Assets Control.
Adhere to Western Security Bank Company Mission, Vision and Service Principles.
Provide superior internal and external customer service: must demonstrate self-governance, courtesy and respect toward external customers as well as internal customers.
Is knowledgeable on our banking products and services.
Can communicate requests and product information in a manner that is understood by the customer.
Demonstrate a “customers come first” approach when prioritizing tasks.
Maintains a professional, courteous, service-oriented relationship with all internal and external customers.
Responsible for completing the HPG Sales Presentation Certification.
Responsible to encourage and support the established HPG branch goals.
Encourage, educate, and support the Refer-A-Friend Referral Program.
Exhibit knowledge and understanding of WSB products and services and their benefits. Must have the ability to articulate the advantages to the customer and cross-sell products and services that meet the customers needs.
Complete required bank and OnCourse training courses within assigned time frame(s).
Represent Western Security Bank in a professional manner which includes a professional image, confidentiality, a positive “can-do” attitude, good attendance, punctuality, flexibility and adaptability in meeting bank and customer needs.
Keep work area tidy and maintain customer privacy.
Attends and participates in meetings as required.
Additional duties as requested or assigned.