Teller Supervisor

About the role

Teller duties, assisting tellers, reviewing and checking work, resolving teller problems, maintaining records, and providing various teller and savings/checking account services.

Responsibilities

• Assists tellers in efficient handling of customer needs
• Reviews and checks the work of other tellers
• Assists in the resolution of other teller problems
• Maintains records of vault and teller station cash balances
• Oversees currency accounts
• Provides a variety of teller and savings/checking account services
• Handles deposits, withdrawals, payments, greets customers, maintains accounts
• Operates a variety of office equipment
• Explores customer needs and cross-sells services
• Makes appropriate referrals to other business units
• Provides superior service to customers
• Conducts relationships and activities consistent with established Bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations
• Supervise tellers and assist in performance evaluations and grievance resolution
• Provide on-the-job training for tellers on an as-needed basis
• Monitor tellers to ensure compliance with bank's policies and procedures
• Issue written and oral instructions on teller operations as necessary
• Ensure that bank policies and procedures are followed and that teller personnel are aware of proper operating procedures
• Assist tellers in locating cash discrepancies; manage unusual window transactions and answer difficult customer questions
• Assist in problem resolution for tellers and customers
• Assign duties and work schedules to ensure efficient functioning of the department
• Provide daily deposit services such as handling deposits, withdrawals, holds, loan payments, travelers checks, cashier's checks, money orders, stop payments, telephone transfers, direct deposits, cash advances, and other related matters
• Purchase from and sell money to vault as needed
• Accurately count, receive and disburse cash and accurately handle mutilated and bait currency
• Verify and balance assigned cash drawer daily
• Maintain cash drawer variances within Central Bank of the Ozarks guidelines
• Acquire and maintain thorough knowledge and understanding of compliance and regulatory issues relating to teller and customer service areas (i.e. Bank Secrecy Act, Regulation CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations
• Acquire and maintain thorough understanding of security procedures; practice established procedures
• Understand role and ensure staff's understanding in case of robbery, whether victim or bystander, and know proper post-robbery procedures
• Maintain neat and orderly work area and ensure that all cash, negotiables and confidential records are secured and/or disposed of properly
• Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone
• Actively listen to our customers, and maintain a friendly, positive and professional attitude
• Resolve difficult situations with tact and diplomacy
• Look for creative ways to make customers feel appreciated and special
• Actively take advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products and services meet needs of customer
• Actively participate in the sales program; attend appropriate sales training; utilize sales program initiatives; work with manager to set goals and make every effort to reach targeted goals
• Make referrals to other business units for traditional and non-traditional banking products and services
• Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record keeping requirements
• Acquire and maintain knowledge of all bank products and services
• Complete or attend all required training

Qualifications

Essential duties and responsibilities include supervising tellers, providing on-the-job training, monitoring teller operations, issuing instructions, managing cash discrepancies, and assisting with problem resolution. Additional duties may include vault and ATM balancing, new account responsibilities, and assisting in other departments as needed.