Teller Supervisor

Capital Credit Union•Town of Wescott, WI

About The Position

Upholds the Credit Union’s mission by ensuring quality and efficiency of service delivered by the teller line. Supervises employee performance and the daily operation of the teller area. Assists members in person, through drive-ups, or by telephone, providing a broad range of Credit Union information. Promotes enthusiastic, quality service and sales, and builds member relationships through member advocacy. The role oversees teller-line staffing, workflow, cash handling, daily balancing and reporting, staff development, hiring, member complaint follow-up, branch support tasks, staff safety, and enforcement of policies and regulations. The position may perform teller or lead teller duties as needed and may travel occasionally for training, meetings, or assistance at other branch locations.

Requirements

Ability to read, write, and comprehend detailed and sometimes technical instructions, correspondence, and memos, and perform arithmetic with whole numbers, common fractions, and decimals; normally acquired through completion of high school education.
Ability to operate an online computer terminal, including the core computer system, document archive software, Microsoft Word and Excel, and email, as well as a coin processing machine and adding machine; normally acquired through a basic course or one to three months of on-the-job experience.
Comprehensive knowledge of Credit Union products, services, and transaction procedures, normally acquired through three to six months of on-the-job experience, plus detailed knowledge of the Teller Supervisor function, normally acquired through six to twelve months of on-the-job experience.
Ability to concentrate and pay close attention to detail for more than 90 percent of work time; closely examine documentation and currency; and maintain a high degree of accuracy.
Analytical ability to research and resolve member and teller problems, determine appropriate action in unique situations, and accurately assess employee performance.
Interpersonal skills to deal effectively with diverse members and employees in high-stress situations, supervise employees, and handle sensitive situations diplomatically and effectively.
Strong communication and listening skills, motivation, delegation, and leadership skills.
Ability to exercise independent judgment when supervising employees and addressing member or work-area problems, while supporting overall business objectives.
Ability to develop staff through mentoring and cross-training.

Responsibilities

Complete teller schedules to maintain proper staff coverage, coordinating with other supervisors as needed.
Supervise teller-area workflow; assign, direct, coordinate, and receive staff work, and provide guidance and motivation toward individual and organizational goals.
Research and follow up on member complaints.
Perform teller or lead teller duties as needed.
Process NSF, missing-endorsement, and other returned items for the branch, and audit cash drawers.
Ensure the cash vault and coin machine are balanced daily and verify that the currency order has been placed.
Summarize daily work, including check recaps, cashier’s check verification, and checking general ledger accounts, or cross-train employees to perform these duties.
Develop teller-line staff by setting member advocacy objectives, overseeing training and cross-training, completing annual performance appraisals, recommending salary adjustments and promotions, directing monthly staff meetings, and encouraging participation in the incentive program.
Interview and select new staff members with the Branch Manager.
Perform miscellaneous branch duties, including responding to security alarms, maintaining supplies of postage and corporate checks, reviewing time cards, sorting the branch run, routing correspondence, keeping the branch clean, and maintaining branch marketing materials.
Build quality member relationships through member advocacy.
Ensure staff safety.
Understand and enforce policies and regulations.