The Supervisory Teller, under limited supervision is responsible for not only performing the duties of a teller but overseeing the work of the teller line, ensuring the operational effectiveness of the unit, as well as the deliverance of exceptional customer service at each point of contact. The incumbent in this position delegates and monitors work assignments, trains new hires, provides guidance and coaching to staff and assists with the daily workflow. The Supervisory Teller resolves customer service issues and offers advice to clients regarding Bank products/services and refers them to the appropriate branch colleague in order to provide suitable financial solutions.
Essential Duties and Responsibilities:
Supervises the day to day operations of the teller line by delegating and monitoring work assignments; provides necessary resources that allow tellers to develop the knowledge and skills necessary to be successful in their positions.
Provides technical guidance to staff regarding customer service, operating and regulatory procedures.
Cross-trains teller staff to assist with additional tasks.
Ensures that exceptional customer service is being delivered at all times by coaching and motivating tellers to identify opportunities that enhance client relationships.
Processes teller transactions that range from routine to advanced, including check cashing, large withdrawals, deposits, and loan payments, in accordance with Bank policies and procedures; interacts with customers in a courteous and tactful manner.
Identifies and resolves customer service issues and troubleshoots complex problems, engages branch management when necessary.
Utilizes strong knowledge of Bank products and services to effectively assist customers; identifies sales opportunities, promotes bank products/services by directing customers to the appropriate colleague within the branch, meeting assigned referral goals.
Ensures compliance with operational controls, including legal, corporate, and regulatory procedures, in order to minimize risk and protect the financial well-being of client; safeguard assigned cash and negotiable instruments.
Maintains responsibility for cash drawer and follows proper balancing procedures; assists with daily proof.
Acts as a key security agent within branch and must be knowledgeable of Bank’s hold-up procedures.
Adheres to the Bank’s Code of Conduct.
Performs other duties and tasks as requested.
Additional Duties and Responsibilities:
Works weekends/extended hours and at neighboring branch locations when necessary.
Conducts monthly audits of teller’s cash and maintains branch logs.
Assists with the opening and closing of the Bank vault.
Assists with the daily ATM proof.
Schedules teller breaks and assists in preparing work schedules.
Provides verbal and written teller counseling when required.
Evaluates tellers and provides written appraisals when required.