Teller Supervisor

bankESB•Holbrook, MA

19h

About The Position

Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers. Superior Service Quality Effectively utilize decision making skills, within established authorization guidelines, to support valuable customer retention. Recognize and pursue opportunities to enhance relationships, products, services, practices, and the organization’s competitive position within the market place. Promote collaboration and communication with all other departments to achieve customer and employee satisfaction. Project a positive tone of appreciation for the contributions of other departments’ team members. Act as a resource to identify and respond to customer servicing issues so that a resolution can occur and customer’s relationship is retained. If necessary, escalate in a timely fashion to the proper person to assist the customer. Leadership and People Management Effectively manage office in absence of Branch Manager and Assistant Branch Manager Monitor teller differences and assists Branch Manager in instituting corrective action. Supervise branch operations including working cash for branch, ATM balancing, proper cash limits, supplies, logs, and reports. Schedule staff effectively while working in conjunction with the Branch Manager. Ensure standards are met for the overall service level of the branch, including customer interactions, both in person and via telephone, as well as interdepartmental relations. Support Management in efforts to reduce branch expenses including staff overtime hours. May be responsible for completing performance evaluations for all assigned teller personnel under the direction of the Branch Manager. Support the Branch Manager’s efforts to achieve SRB goals individually and as a team. May participate in the interviewing process. Coach the teller line on Sincere standards, Pride standards and Partner referrals. Work with the Branch Manager and Assistant Branch Manager to maintain open lines of communication with the branch team and ensure timely communication of pertinent information. Be innovative and offer new ideas on current processes/routines. Provide ongoing input and recommendations in support of employee performance management. Assist with annual performance evaluations. Foster a positive work environment by valuing individuals and their contributions. Act as a role model for the teller line and provide mentorship to help them achieve their career goals. Make recommendations to reward and recognize performance of teller line team members using established programs and sources. Participate in and encourage team involvement in community involvement efforts. Maintain a comprehensive understanding of the Bank’s mission statement and core values across your team. Support Bank initiatives both internally and externally to promote a positive Bank image and assist with the growth of the Bank. Support and encourage the necessary training to advance individual development. Maintain a professional image and ensure standards are met for professional presentation by the teller staff. May assist ABM/BM w/Manager toolboxes Operations and Compliance Ensure compliance with the Federal and State laws as well as the Bank’s policies and procedures. Assist with the completion of required periodic audits, month end reports, and inventories in a timely manner. Ensure teller staff compliance with HFG security manual and fraud mitigation policy. Ensure completion of all required training by entire teller staff. Assist in managing branch risk (i.e. Fraud, check initials, and check holds). Ensure that BSA procedures are being properly followed by all tellers. Ability to work in a constant state of alertness and in a safe manner. Platform/Desk ACCOUNTABILITIES / RESPONSIBILITIES: May open accounts and assist customers with their existing relationships. Performs account maintenance and processes requests. Demonstrates and maintains knowledge of Bank’s products and services and uses this knowledge to offer solutions based on the customer’s needs. Maintains relationships and may initiate new ones. Responds to customer inquiries and complaints in a timely and diplomatic manner (usually within 24 hours). Remains current on market conditions regarding products, product updates, and new technologies through available resources. May provide notary services for our customers. ADDITIONAL RESPONSIBILITIES / ACCOUNTABILITIES: The Bank encourages participation in a community development service within the Bank’s assessment area. Community development encompasses affordable housing and community services that target low to moderate income individuals and activities that revitalize or stabilize targeted low to moderate income neighborhoods. Community development services must be related to providing a financial service or use the financial expertise of the bank employee. Examples include: Offering accounting skills to a local charitable organization that serves low to moderate income individuals; Performing bookkeeping services for low to moderate income seniors; Teaching a financial literacy program for low to moderate income school children; Fundraising on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals; Activities that revitalize or stabilize low or moderate income areas; Encourages CRA qualified volunteerism.

Requirements

Maintains an understanding of the HFG mission statement and core values
Performs other similar duties as assigned or requested by the Branch Manager
Flexibility in scheduling is a must. 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
Strong communication skills, both written and oral
Excellent customer service skills
Ability to use computer systems and office equipment
Adheres to the Bank’s dress code policy as found in the HFG employee handbook
High School Diploma or equivalent required
Prior supervisory experience is required
Cash handling experience required
2 or more year’s teller experience preferred
High degree of quality customer service, leadership, interpersonal, and communication skills
Computer skills required
Ability to work in a fast paced environment
Coaching – facilitating the development of tellers’ knowledge and skills; providing timely feedback and guidance to help them reach both individual and team goals
Team Building – actively participating as a member of the team to move the team toward the completion of goals. One who concentrates efforts on the betterment of the team rather than themselves
Communication Skills – verbal, written, formal, informal, interpersonal, and active listening
Relationship Building – strong interpersonal skills, credibility
Customer Service Orientation – making customers and their needs the primary focus of one’s actions; developing and sustaining productive customer relationships
Integrity – maintaining social, ethical, and organizational norms, firmly adhering to the codes of conduct and ethical principles
Detail Oriented – knowing and adhering to all pertinent policies, procedures, and communication; effective follow through and reinforcement

Nice To Haves

Knowledge of Microsoft products a plus
Fluency in a second language is a plus
Leadership ability
Strong customer service skills
Knowledge of sales and relationship building skills
Coaching skills
Working knowledge of computer and processing skills
Ability to learn all software systems that support branch transaction processing
Awareness of retail products and services
Ability to develop and utilize teller skills to provide staffing flexibility as required
Ability to work with a diverse work force and customer base
Strong commitment to achieving personal growth and success
Excellent verbal and written communication skills
Excellent organizational skills
Understanding of the Bank’s goals
Must be able to work independently and have strong decision making skills
Assist in writing and delivering performance evaluations
Participate in opening and closing of the branch. Have ability to directly oversee the teller line, run the vaults including cash recycler and branch scanning process

Responsibilities

Effectively utilize decision making skills, within established authorization guidelines, to support valuable customer retention.
Recognize and pursue opportunities to enhance relationships, products, services, practices, and the organization’s competitive position within the market place.
Promote collaboration and communication with all other departments to achieve customer and employee satisfaction.
Project a positive tone of appreciation for the contributions of other departments’ team members.
Act as a resource to identify and respond to customer servicing issues so that a resolution can occur and customer’s relationship is retained. If necessary, escalate in a timely fashion to the proper person to assist the customer.
Effectively manage office in absence of Branch Manager and Assistant Branch Manager
Monitor teller differences and assists Branch Manager in instituting corrective action.
Supervise branch operations including working cash for branch, ATM balancing, proper cash limits, supplies, logs, and reports.
Schedule staff effectively while working in conjunction with the Branch Manager.
Ensure standards are met for the overall service level of the branch, including customer interactions, both in person and via telephone, as well as interdepartmental relations.
Support Management in efforts to reduce branch expenses including staff overtime hours.
May be responsible for completing performance evaluations for all assigned teller personnel under the direction of the Branch Manager.
Support the Branch Manager’s efforts to achieve SRB goals individually and as a team.
May participate in the interviewing process.
Coach the teller line on Sincere standards, Pride standards and Partner referrals.
Work with the Branch Manager and Assistant Branch Manager to maintain open lines of communication with the branch team and ensure timely communication of pertinent information.
Be innovative and offer new ideas on current processes/routines.
Provide ongoing input and recommendations in support of employee performance management.
Assist with annual performance evaluations.
Foster a positive work environment by valuing individuals and their contributions.
Act as a role model for the teller line and provide mentorship to help them achieve their career goals.
Make recommendations to reward and recognize performance of teller line team members using established programs and sources.
Participate in and encourage team involvement in community involvement efforts.
Maintain a comprehensive understanding of the Bank’s mission statement and core values across your team.
Support Bank initiatives both internally and externally to promote a positive Bank image and assist with the growth of the Bank.
Support and encourage the necessary training to advance individual development.
Maintain a professional image and ensure standards are met for professional presentation by the teller staff.
May assist ABM/BM w/Manager toolboxes
Ensure compliance with the Federal and State laws as well as the Bank’s policies and procedures.
Assist with the completion of required periodic audits, month end reports, and inventories in a timely manner.
Ensure teller staff compliance with HFG security manual and fraud mitigation policy.
Ensure completion of all required training by entire teller staff.
Assist in managing branch risk (i.e. Fraud, check initials, and check holds).
Ensure that BSA procedures are being properly followed by all tellers.
Ability to work in a constant state of alertness and in a safe manner.
May open accounts and assist customers with their existing relationships.
Performs account maintenance and processes requests.
Demonstrates and maintains knowledge of Bank’s products and services and uses this knowledge to offer solutions based on the customer’s needs.
Maintains relationships and may initiate new ones.
Responds to customer inquiries and complaints in a timely and diplomatic manner (usually within 24 hours).
Remains current on market conditions regarding products, product updates, and new technologies through available resources.
May provide notary services for our customers.
Offering accounting skills to a local charitable organization that serves low to moderate income individuals
Performing bookkeeping services for low to moderate income seniors
Teaching a financial literacy program for low to moderate income school children
Fundraising on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals
Activities that revitalize or stabilize low or moderate income areas
Encourages CRA qualified volunteerism.