Teller Supervisor

Savers Bank•Sturbridge, MA

31d

About The Position

POSITION FUNCTION: The Teller Supervisor oversees daily teller operations, ensuring accurate transaction processing, compliance with banking policies, and exceptional customer service. This role manages cash controls and security, and performs dual control duties for vault, ATM, and cash handling procedures. Additionally, the Teller Supervisor promotes bank products and services, identifies referral opportunities to meet sales goals, and collaborates with branch leadership to enhance customer experience and drive sales. This full-time, non-exempt position reports to the Assistant Branch Manager. KEY RESPONSIBILITIES: Customer Transactions / Customer Service: Oversee and perform customer transactions as well as supervisor overrides, including deposits, withdrawals, loan payments, and ATM operations, ensuring accuracy, efficiency, and adherence to dual control procedures. Promote exceptional customer service by resolving issues promptly, addressing customer needs effectively, and fostering trust to build strong client relationships. Handle escalated customer concerns, providing solutions that align with bank policies and enhance customer satisfaction. Account Maintenance / Use of Bank System: Assist customers by opening and closing accounts, updating account information, and providing information on various banking products and services. Verify customer identity, account information, and funds availability to prevent fraud while ensuring accurate documentation in banking and CRM systems. Troubleshoot minor technical issues with banking systems, maintain operational records, and log incidents for review and resolution. Cash Handling: Enforce cash controls by balancing vaults and teller drawers, managing cash recycler operations, and overseeing cash ordering and returns to maintain optimal cash levels. Perform dual control activities, including vault opening/closing, ATM operations, and high-value transaction processing, ensuring strict adherence to security protocols. Compliance / Security: Ensure compliance with all banking regulations and internal policies by completing audits, maintaining accurate security logs, and safeguarding customer information. Contribute to branch security by deterring theft, monitoring activity, and following proper greeting and vigilance procedures. Relationship Building & Sales Support: Actively promote and cross-sell bank products and services to meet customer needs while coaching Tellers to identify and pursue referral opportunities. Collaborate with branch teams on sales initiatives, participate in promotions, and contribute to meeting branch growth and service goals. Team Leadership & Development: Train Teller staff on policies, procedures, products, and customer service standards. Manage Teller schedules, monitor attendance, and contribute objectively to performance evaluations. Identify coaching opportunities and foster a collaborative team environment that supports smooth operations and professional growth. Perform other assigned duties. Representation of Savers Bank in the Community: Participate in Community Reinvestment Act (CRA) initiatives by volunteering in community service opportunities, supporting the bank’s culture of community involvement and social responsibility.

Requirements

High school diploma or equivalent required; some college coursework or a degree in finance, business, or a related field preferred.
3+ years of experience in a bank or credit union, including 1+ years in a supervisory role.
Previous customer service experience, preferably in banking or financial services, with strong cash handling and transaction processing skills.
Proficiency with banking software, CRM systems, and office equipment; ability to troubleshoot technical issues and ensure accurate transaction processing.
Strong interpersonal and customer service skills, including building relationships, identifying needs, resolving issues, and actively cross-selling bank products and services.

Responsibilities

Oversee and perform customer transactions as well as supervisor overrides, including deposits, withdrawals, loan payments, and ATM operations, ensuring accuracy, efficiency, and adherence to dual control procedures.
Promote exceptional customer service by resolving issues promptly, addressing customer needs effectively, and fostering trust to build strong client relationships.
Handle escalated customer concerns, providing solutions that align with bank policies and enhance customer satisfaction.
Assist customers by opening and closing accounts, updating account information, and providing information on various banking products and services.
Verify customer identity, account information, and funds availability to prevent fraud while ensuring accurate documentation in banking and CRM systems.
Troubleshoot minor technical issues with banking systems, maintain operational records, and log incidents for review and resolution.
Enforce cash controls by balancing vaults and teller drawers, managing cash recycler operations, and overseeing cash ordering and returns to maintain optimal cash levels.
Perform dual control activities, including vault opening/closing, ATM operations, and high-value transaction processing, ensuring strict adherence to security protocols.
Ensure compliance with all banking regulations and internal policies by completing audits, maintaining accurate security logs, and safeguarding customer information.
Contribute to branch security by deterring theft, monitoring activity, and following proper greeting and vigilance procedures.
Actively promote and cross-sell bank products and services to meet customer needs while coaching Tellers to identify and pursue referral opportunities.
Collaborate with branch teams on sales initiatives, participate in promotions, and contribute to meeting branch growth and service goals.
Train Teller staff on policies, procedures, products, and customer service standards.
Manage Teller schedules, monitor attendance, and contribute objectively to performance evaluations.
Identify coaching opportunities and foster a collaborative team environment that supports smooth operations and professional growth.
Perform other assigned duties.
Participate in Community Reinvestment Act (CRA) initiatives by volunteering in community service opportunities, supporting the bank’s culture of community involvement and social responsibility.