Teller Supervisor

Capital Credit Union•Shawano, WI

About The Position

The Teller Supervisor upholds the Credit Union’s mission by ensuring quality and efficient service from the teller line and supervising employee performance and daily operations in the teller area. The role also assists members in person, through drive-ups, and by telephone; provides a broad range of Credit Union information; promotes enthusiastic, quality service and sales; and builds member relationships through member advocacy. The supervisor oversees teller workflows and staffing, supports and develops employees, handles teller and branch operational duties, and ensures adherence to policies, regulations, and safety requirements. This position works in an office environment and may travel occasionally for training, meetings, or to assist other branch locations.

Requirements

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

Responsibilities

Prepare teller schedules to maintain appropriate staff coverage and coordinate with other supervisors as needed.
Supervise teller-area workflow; assign, direct, coordinate, and receive staff work.
Guide and motivate staff in meeting individual and organizational goals.
Research and follow up on member complaints.
Perform teller or lead teller duties when needed.
Process NSF, missing-endorsement, and other returned items for the branch.
Audit cash drawers and ensure the cash vault and coin machine are balanced daily.
Verify that currency orders have been placed.
Summarize daily work, including check recap, cashier’s check verification, and GL checks; perform these duties or cross-train employees to do them.
Develop teller-line staff by setting member advocacy objectives, overseeing training and cross-training, completing annual performance appraisals, recommending salary adjustments and promotions, and directing monthly staff meetings.
Encourage employee 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 and understand and enforce policies and regulations.