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Branch Operations Supervisor

2 months ago

Waterville, Maine, United States Kennebec Savings Bank Full time
Job Overview

POSITION SUMMARY: This role is accountable for overseeing the teller operations within the branch; facilitating the training of new tellers; ensuring precise cash and transaction records; reconciling the branch's ATM; efficiently processing customer transactions with courtesy; and promoting Bank products and services.

KEY RESPONSIBILITIES:

Teller Operations Management: Supervise the daily activities of the teller line to guarantee exceptional customer service and operational accuracy. Allocate work assignments based on production requirements; manage teller schedules to ensure sufficient coverage. Monitor attendance and document performance issues in line with established protocols. Conduct annual performance evaluations and salary assessments as necessary.

  • Ensure compliance of the teller line with all applicable Federal and State banking regulations as well as Bank and branch operational policies.
  • Meet or surpass established performance objectives for the head teller role.

Teller Training Oversight: Manage the training and retraining of new tellers according to established guidelines. Ensure that tellers are proficient in transaction processing, customer service, and daily settlement tasks.

Branch Operations: Open and close the branch following established protocols. Assist with customer transactions; authorize transactions needing supervisory approval; sign official Bank checks within the limits of authority; maintain records of signatory authorities and access controls. Order cash; support cash verification duties; assist with teller settlements and error resolutions, including input errors in the computer system. Refer any inquiries or issues to the Branch Manager.

Maintain and oversee all branch cash, activity, and other relevant records.

Supervise and assist with teller and branch settlement processes to ensure timely and accurate cash and account record settlements; perform daily branch and ATM settlements; verify teller settlement sheets; coordinate all branch transaction records; prepare daily settlement sheets; inform the Branch Manager of any discrepancies.

Monitor the operation of all branch equipment; perform routine maintenance as per established procedures; contact repair personnel as needed.

Act as the primary contact for all operational issues; resolve problems as appropriate.

Branch Cash Management: Order cash from correspondents; receive and verify cash shipments; package and send excess coin and currency back to correspondents. Fund the cash requirements of other tellers. Maintain accurate records of cash vault activities; ensure daily vault settlements are completed correctly.

ATM Management: Accurately settle ATM cash and transactions on a daily basis; prepare settlement records for the ATM. Replenish ATM cash supplies as required. Address ATM operational issues; escalate to the Branch Manager as necessary.

Customer Service: Provide prompt, courteous, and efficient service to customers at the teller and drive-up windows. Process customer deposits and withdrawals; accept loan, mortgage, and club payments; cash checks; sell money orders and Treasurer's checks in accordance with established procedures. Assist customers with safe deposit box inquiries. Adhere to all Bank and branch policies regarding customer transactions. Refer any questions or issues to the branch manager or assistant branch manager.

Accurately settle personal cash drawer and processed work in compliance with Bank performance standards. Maintain daily work organization.

Support for Bank Products/Services: Keep updated on current Bank products and services. Actively utilize Bank offerings to fully understand their features and benefits, enabling effective communication with customers and prospects.

Engage with customers to identify their needs; respond to inquiries and evaluate requirements; recommend Bank products/services that align with customer needs; make referrals to other Bank personnel as necessary.

Branch Support: Assist the Branch Manager with staff meetings as directed. Perform teller or other branch functions as needed to meet customer or operational demands, including working at other branches.

Community Engagement: Actively participate in community organizations and events. Represent the Bank within the community.

Additional Responsibilities: Demonstrate reliable attendance and punctuality. Work at other Bank branches as required for customer service, operational, or training purposes. Attend and participate in Bank meetings. Engage in internal and external training to enhance skills and knowledge relevant to the head teller position.

Comply with Kennebec Savings Bank's Core Values.

Perform other duties as assigned.

REPORTING STRUCTURE:

  • CSR/Tellers
  • Floaters (if applicable)

EDUCATION/EXPERIENCE REQUIRED:

  • High school diploma.
  • 1 to 3 years of progressively responsible experience as a teller or head teller.
  • Familiarity with teller and ATM data processing systems.
  • Supervisory experience is preferred.
  • Proficient in computer applications, particularly word processing and spreadsheets.

OTHER REQUIREMENTS:

  • Ability to lift cash boxes and bags weighing approximately 20 pounds.
  • Ability to distinguish between various denominations of currency and coins.
  • Capability to operate vault combinations.
  • Ability to read and interpret computer print-out reports.
  • Ability to stand or sit for extended periods while assisting customers.
  • Ability to spend long periods operating a computer keyboard and monitor.
  • Ability to communicate effectively with customers via telephone for extended durations; must possess good listening skills.
  • Ability to prioritize and organize workflow; strong attention to detail; capacity to manage multiple tasks.
  • Ability to analyze problems and follow appropriate steps to resolve them.
  • High ethical standards and confidentiality regarding customer accounts.
  • Friendly, courteous demeanor with sensitivity to the needs of customers and colleagues.