Teller Manager

Teller Manager

The Teller Manager manages daily operations of the teller line, ensures compliance with regulatory standards, and provides guidance, coaching, and mentoring to teller staff. This role plays a key leadership position in the delivery of exceptional member service, accurate transaction processing, branch security, and staff development. The Teller Manager supports organizational goals by ensuring efficient operations and a high-performing team aligned with Greylocks service, security, and compliance expectations.

Essential Functions & Responsibilities:

• Supervises and supports teller line operations, including scheduling, daily setup, assigning operational duties, and ensuring policy compliance in a moderate to high-volume transaction environment.
• Mentors, coaches, and trains teller staff, including onboarding, conducting performance reviews, providing feedback, and supporting professional development.
• Performs teller transactions and overrides, maintains a cash drawer, balances cash recyclers, supports vault operations, and ensures teller and branch cash limits are adhered to.
• Oversees ATM balancing, branch cash inventory, and recycler operational procedures; schedules vendor maintenance and resolves system errors or out-of-balance conditions.
• Coordinates and facilitates training on procedural updates, core system changes, security protocols, sales goals, and regulatory compliance. Completes internal classroom training and shadow trainer responsibilities as needed.
• Partners with management on annual audits and compliance testing; participates in internal audit programs and documents required supervisory checks.
• Troubleshoots and resolves member and employee escalations; serves as acting Branch Manager in their absence, and participates in retail operational projects.
• Represents Greylock in community, civic, and professional forums to expand the organization's visibility and brand awareness through professional engagement, networking, or external volunteer opportunities.

Performance Measurements:

1. Teller operations are conducted efficiently, securely, and with adherence to policy.
2. Staff are properly trained, coached, and evaluated in alignment with Credit Union standards.
3. Daily balancing and vault procedures are completed accurately with minimal errors.
4. Compliance and audit requirements are met on time with full documentation.
5. Member service issues are resolved quickly and escalated appropriately.
6. Demonstrates commitment to Greylocks culture by creating safe, respectful, and inclusive spaces, and actively engaging in coaching, mentoring, and peer support.

Knowledge and Skills:

• Experience: Five or more years of experience in a teller position and at least three years in a supervisory teller role. Experience managing a team in a high-transaction environment preferred.
• Education: Associate degree or equivalent coursework and specialized training required.
• Interpersonal Skills: Strong leadership, communication, and interpersonal skills. Must be able to mentor, train, and guide staff while maintaining professionalism in a fast-paced environment.
• Technical/Other Skills: Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint) and Credit Union core systems. Strong knowledge of compliance regulations, vault operations, security practices, and training methodologies. Ability to process high volumes of transactions efficiently.

Key Competencies:

• Member Service
• Coaching & Mentoring
• Teaching & Training

Additional Competencies:

• Communication
• Attention to Detail
• Problem Solving

Physical Requirements:

Must be able to lift up to 25 lbs and stand for extended periods. Frequent use of hands and arms in cash handling.

Work Environment:

Branch-based role with continuous member interaction and team leadership. Must be able to work in a high-production, compliance-driven environment and adapt to daily operational needs.

Salary Range:

The salary range for this role is $20.67/hour to $26.06/hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employees pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With history going back to the 1930s, Greylock served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, value-driven, and makes a real impact on our community.

Benefits that work: Greylock offers competitive benefits and a range of opportunities to grow your career. Choose from two comprehensive medical plan options, along with FSA Medical/Dependent Care, HSA/HRA, dental, vision, and wellness benefits. Additionally, our generous benefits package includes 401k plans with employer match and employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. Greylock offers employer paid life insurance along with both short- and long-term disability. Per an individuals need, additional life, accident, critical illness benefits, and pet insurance, may also be elected.

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting.