Teller Supervisor

Beacon Bank•Boston, MA

2d•Onsite

About The Position

The Teller Supervisor serves as a key member of the branch leadership team, helping drive branch growth by supervising the teller line, directing daily operations, and developing team members. The role focuses on deepening customer relationships and delivering an exceptional customer experience while providing operational expertise and ensuring compliance with bank policies, procedures, and regulatory requirements. The supervisor mentors and coaches colleagues in performance, product knowledge, and customer experience processes. Responsibilities span teller-line supervision, customer relationship management, and branch operations and compliance. The role supports branch sales goals and initiatives; oversees cash, vault, teller-line, ATM, audit, and record-keeping procedures; resolves complex transactions and service issues; and collaborates with branch management on hiring and performance management. It also assists customers with product selection and digital banking, develops new and existing relationships, supports outbound campaigns and community involvement, and helps manage daily branch operations and compliance requirements, including BSA/AML.

Requirements

High school diploma or equivalent required.
Proven results in a goal-oriented sales or customer service environment.
Supervisory experience and demonstrated ability to provide direction and support.
Strong communication, interpersonal, and organizational skills.
Basic computer skills and familiarity with Microsoft Office, including Word, Excel, and Outlook.
Ability to analyze situations, solve complex issues, and prioritize workflow.
Ability to work flexible hours, including Saturdays, and occasionally travel to branch locations.
Commitment to ethical standards and compliance with banking laws and regulations.
Superior customer service and relationship-building skills.
Ability to work in a flexible, cross-trained environment.
Strong coaching and mentoring skills.
Ability to prioritize workflow, multitask, and meet deadlines.
Enthusiastic, goal-oriented, and customer-focused approach.
Demonstrate teamwork, adaptability, accountability, and leadership in alignment with the bank’s core values.

Nice To Haves

Banking courses preferred.
One to two years of senior teller or teller supervisor experience preferred.
Cash handling experience preferred.
Notary or other licensing as required.

Responsibilities

Assist in building and managing a sales culture to achieve branch goals and bank-wide initiatives.
Maintain cash drawer and vault responsibilities, ensure proper balancing, and deliver work to appropriate departments on time.
Oversee daily teller-line and ATM procedures, including audits, compliance, and record-keeping.
Resolve complex transactions, errors, and customer requests, and assist employees and customers with problem resolution.
Participate in hiring and performance management in collaboration with branch management.
Provide an outstanding customer experience at all points of contact.
Engage customers and prospects, build rapport, and develop new relationships while retaining and expanding existing ones.
Advise customers on product selection, identify financial needs, and provide tailored solutions, including deposit, lending, and business partner referrals.
Educate and assist customers with digital banking services and recommend convenient banking options.
Handle complex customer issues, explain bank policies and procedures, and resolve service concerns.
Participate in outbound calling campaigns, branch initiatives, and community involvement to develop new business.
Assist with daily branch operations, including opening and closing, security, audit, and compliance procedures.
Ensure compliance with banking regulations, policies, and procedures, including BSA/AML.
Oversee branch audit processes and review branch reports.
Train staff on regulatory changes, risk management, and best practices.
Protect bank assets and customer information by following bank policies, security procedures, and Customer Information Practices.
Act as a deterrent to robbery and fraud by adhering to procedures.