Teller Center Supervisor

Job Title: Teller Center Supervisor

Report To: Contact Center Manager/Operations Manager/ VP – Chief Operations Officer/EVP/President-CEO

Classification Code: Exempt

General Purpose

Partners with the Contact Center Manager for overall administration and efficient daily operations of the Teller Center. Working supervisor who performs the duties of a Teller Specialist while assuming responsibility for supervising Teller Center staff. Provides appropriate leadership, while ensuring staff is knowledgeable about products, services and relationship building.

Essential Duties/Responsibilities

1. Monitors reports to track progress toward Credit Union, department and individual goals. Utilizes reports to manage staffing and achieve desired productivity, sales referrals, and service results.
2. Provides supervision and leadership to staff. Assigns work and directs staff to uphold referral and service expectations. Demonstrates and promotes behavior that exceeds member expectations.
3. Assigns work, maintains work schedules, answers questions and solves problems. Assists with complex transactions, member problems and explains policies and procedures.
4. Creates and conducts regular staff meetings to exchange information, receive feedback and encourage teamwork.
5. Conducts frequent coaching and developmental sessions with staff to discuss areas needing improvement; sales, service, procedural changes and education/training.
6. Identifies and partners with Contact Center Manager to address performance problems, initiate corrective actions and follow progressive disciplinary action plan.
7. Assists with submission of timely performance plans and appraisals and effectively creates annual developmental learning action plans.
8. Regularly reviews and scores sessions to ensure acceptable job performance of assigned staff.
9. Maintains and improves operations by identifying and resolving problems, including, but not limited to performing system audits and analyses and recommending and implementing approved process improvements and quality assurance programs.
10. Provides oversight of team and assists with member transactions whenever the need arises.
11. Ensures all operational duties are performed within established guidelines.
12. Maintains a superior level of knowledge and procedural expertise in all Credit Union products and services. Provides staff with a positive, professional role model of member service.
13. Assists with ensuring all staff are granted proper authority and responsibility to carry out assigned functions.
14. Supports remote delivery channel and electronic service strategies to providing member service and education with excellence. Resets passwords, challenge questions, and PINs for members according to department procedures.
15. Restricts electronic account access as deemed necessary to prevent potential financial losses to the Credit Union or to the member.
16. Responds to member service inquires and process requests that are initiated through the credit union’s website.
17. Sends and receives email, fax and paperwork to and from existing and potential new members for account-related activities.
18. Ensures staff adherence to Credit Union policies and procedures. Answers difficult questions, explains specific policies and procedures and solves complex problems for members and staff.
19. Ensures necessary security, including, but not limited to dual controls, opening and closing procedures, negotiables and cash (when applicable). Observes safety rules to ensure maximum safety and security of members, employees and Credit Union assets.

20. Communicates with Branch Leadership, Teller Center Leadership, and Chief Operations Officer the coordination of maintenance and/or repairs for existing equipment.

21. Monitors cash usage and coordinates cash replenishments for PTMs; adjusts cash loads, as needed, to ensure PTMs remain in service while also utilizing majority of cash sent for each replenishment. Processes reports from Brinks and balances vault.

22. Advises Contact Center Manager of equipment or facility needs that may enhance and/or increase efficiency.

23. Blocks and or orders ATM and/or debit cards.

24. Placed orders for member checks, as needed.

25. Complies with policies, procedures, guidelines and work rules.

26. Participates in the Community Involvement goals of the credit union and responsible for ensuring full support and participation of staff.

27. Responsible for completing Information Security Awareness training as directed by management.

28. Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements.

Additional Duties/Responsibilities:

1. Ability to maintain thorough knowledge of Teller Center in order to coordinate daily functions and to resolve employee and member issues. Understands reports, audits, compliance, fraud and loss.
2. Ability to act in an appropriate business-like manner and to cope with a multitude of competing priorities while portraying a calm, confident demeanor.
3. Ability to exercise discretion and independent judgement when interpreting policies and procedures, making exceptions as appropriate. Ability to make decisions, take action and accept responsibility for results.
4. Ability to use Microsoft Office software. Comfortable using personal computer to access core system’s member information in conjunction with Teller Enterprise software.
5. Prepares standardized reports, as directed by management.
6. Responsible for maintaining a current Learning Action Plan in conjunction with the Performance Management System.
7. Serves on Supervisor Leadership Team.
8. Performs additional duties as directed by management.

Associate's degree in business administration preferred, plus a commensurate level of language, math and reasoning skills. In addition, two to five years of progressively responsible management experience (preferably within a financial institution), with the experience and knowledge necessary to manage a full-service Teller Center.

Supervisory Responsibilities

This position has direct supervisory responsibility. Manages 10 – 20 employees.

Work Environment/Physical Activities

The ability to read small print and color vision may also be required. In addition, the employee must be able to work a flexible schedule, including limited Saturday and holiday hours. Frequent standing/walking as well as continuous sitting for long periods of time and must be able to lift and move at least 25 pounds. Frequent use of hands in repetitive tasks requiring dexterity to perform duties such as typing, data entry, writing, use of calculator. Frequent twisting, turning, bending, kneeling and squatting to reach supplies and equipment.

Continuous speaking and hearing when interacting with members and staff. Frequent use of judgement, reasoning and patience and negotiation when resolving problems. Frequent use of initiative and problem solving skills. Continuous concentration and precision to ensure accuracy of work. Frequent performance of basic and complex numerical calculations, as well as writing, reading, comparing and analyzing. Continuous memory demands in recalling credit union policies, services, state and federal regulations.

Job requires access to credit union’s network and core data processing system. Core system roles are assigned by Chief Operations Officer.