Teller Supervisor

**Division:** Retail Banking **Department:** Various – Branch Network **Reports to:** Branch Manager **Status:** Non-Exempt **Grade:** 7 **Salary Range:** $20.50 - $32.12 *Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior relevant experience, and specific work location.* **Location:** Springfield, MA **Purpose/Objective** **:** The Teller Supervisor serves as a key member of the branch leadership team to drive branch growth by supervising the teller line, directing daily operations, and developing team members to deepen relationships and ensure exceptional customer experience. Provide operational expertise, ensure compliance with all bank policies, procedures, and regulatory requirements. Mentor and coach to colleagues in areas of performance, product knowledge, and customer experience process. **** **Key Accountabilities** **:** **Teller Line Supervision & Operations** - 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 timely delivery of work to appropriate departments. - Oversee daily procedures, including audit processes, compliance, and record-keeping for teller line and ATM operations. - Resolve complex transactions, errors, and client requests; assist with problem resolution for employees and customers. - Participate in hiring and performance management in collaboration with branch management. **Customer Relationship Management** - Provide an outstanding customer experience at all points of contact. - Engage customers and prospects, build rapport, and proactively develop new relationships while retaining and expanding existing ones. - Advise customers on product selection, identify financial needs, and deliver 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. **Branch Operations & Compliance** - Assist in managing daily branch operations, including opening/closing, security, audit, and compliance procedures. - Ensure compliance with all banking regulations, policies and procedures, including BSA/AML. - Oversee branch audit processes and review various branch reports. - Train staff on regulatory changes, risk management, and best practices. - Follow all bank policies and procedures, including security of bank assets and confidentiality of customer information with adherence to Customer Information Practices. - Act as a deterrent to robbery and fraud by adhering to procedures. **Education:** - High school diploma or equivalent required; banking courses preferred. - One to two years of senior teller or teller supervisor experience preferred. **Experience:** - Proven results in a goal-oriented sales or customer service environment. - Supervisory experience with demonstrated ability to provide direction and support. - Strong communication, interpersonal, and organizational skills. - Basic computer skills; familiarity with Microsoft Office (Word, Excel, Outlook). - Ability to analyze situations, solve complex issues, and prioritize workflow. - Ability to work flexible hours, including Saturdays and occasional travel to branch locations. - Commitment to upholding ethical standards and compliance with all banking laws and regulations. - Cash handling experience preferred. - Notary or other licensing as required. **Skills & Knowledge:** **** - Superior customer service and relationship building skills. - Strong communication and interpersonal skills. - Ability to work in a flexible, cross-trained environment. - Strong coaching and mentoring skills required. - Ability to prioritize workflow…