Teller Supervisor

Compensation for this position is commensurate with experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.

PRIMARY ACCOUNTABILITIES / RESPONSIBILITIES:

Performs any functions necessary within the scope of authority and expertise, to provide the highest levels of customer service and responsiveness to our customers.

Superior Service Quality

• Effectively utilize decision making skills, within established authorization guidelines, to support valuable customer retention.
• Recognize and pursue opportunities to enhance relationships, products, services, practices, and the organization's competitive position within the market place.
• Promote collaboration and communication with all other departments to achieve customer and employee satisfaction.
• Project a positive tone of appreciation for the contributions of other departments' team members.
• Act as a resource to identify and respond to customer servicing issues so that a resolution can occur and customer's relationship is retained. If necessary, escalate in a timely fashion to the proper person to assist the customer.

Leadership and People Management

• Effectively manage office in absence of Branch Manager and Assistant Branch Manager
• Monitor teller differences and assists Branch Manager in instituting corrective action.
• Supervise branch operations including working cash for branch, ATM balancing, proper cash limits, supplies, logs, and reports.
• Schedule staff effectively while working in conjunction with the Branch Manager.
• Ensure standards are met for the overall service level of the branch, including customer interactions, both in person and via telephone, as well as interdepartmental relations.
• Support Management in efforts to reduce branch expenses including staff overtime hours.
• May be responsible for completing performance evaluations for all assigned teller personnel under the direction of the Branch Manager.
• Support the Branch Manager's efforts to achieve SRB goals individually and as a team.
• May participate in the interviewing process.
• Coach the teller line on Sincere standards, Pride standards and Partner referrals.
• Work with the Branch Manager and Assistant Branch Manager to maintain open lines of communication with the branch team and ensure timely communication of pertinent information.
• Be innovative and offer new ideas on current processes/routines.
• Provide ongoing input and recommendations in support of employee performance management.
• Assist with annual performance evaluations.
• Foster a positive work environment by valuing individuals and their contributions.
• Act as a role model for the teller line and provide mentorship to help them achieve their career goals.
• Make recommendations to reward and recognize performance of teller line team members using established programs and sources.
• Participate in and encourage team involvement in community involvement efforts.
• Maintain a comprehensive understanding of the Bank's mission statement and core values across your team.
• Support Bank initiatives both internally and externally to promote a positive Bank image and assist with the growth of the Bank.
• Support and encourage the necessary training to advance individual development.
• Maintain a professional image and ensure standards are met for professional presentation by the teller staff.
• May assist ABM/BM w/Manager toolboxes

Operations and Compliance

• Ensure compliance with the Federal and State laws as well as the Bank's policies and procedures.
• Assist with the completion of required periodic audits, month end reports, and inventories in a timely manner.
• Ensure teller staff compliance with HFG security manual and fraud mitigation policy.
• Ensure completion of all required training by entire teller staff.
• Assist in managing branch risk (i.e. Fraud, check initials, and check holds).
• Ensure that BSA procedures are being properly followed by all tellers.
• Ability to work in a constant state of alertness and in a safe manner.

Platform/Desk ACCOUNTABILITIES / RESPONSIBILITIES:

• May open accounts and assist customers with their existing relationships.
• Performs account maintenance and processes requests.
• Demonstrates and maintains knowledge of Bank's products and services and uses this knowledge to offer solutions based on the customer's needs.
• Maintains relationships and may initiate new ones.
• Responds to customer inquiries and complaints in a timely and diplomatic manner (usually within 24 hours).
• Remains current on market conditions regarding products, product updates, and new technologies through available resources.
• May provide notary services for our customers.

ADDITIONAL RESPONSIBILITIES / ACCOUNTABILITIES:

The Bank encourages participation in a community development service within the Bank's assessment area. Community development encompasses affordable housing and community services that target low to moderate income individuals and activities that revitalize or stabilize targeted low to moderate income neighborhoods. Community development services must be related to providing a financial service or use the financial expertise of the bank employee. Examples include:

• Offering accounting skills to a local charitable organization that serves low to moderate income individuals;
• Performing bookkeeping services for low to moderate income seniors;
• Teaching a financial literacy program for low to moderate income school children;
• Fundraising on behalf of a local or state agency that provides services and/or programs targeting low or moderate income individuals;
• Activities that revitalize or stabilize low or moderate income areas;
• Encourages CRA qualified volunteerism.

REQUIREMENTS:

• Maintains an understanding of the HFG mission statement and core values
• Performs other similar duties as assigned or requested by the Branch Manager
• Flexibility in scheduling is a must. Must be available to work Saturdays and extended hours.
• Travel may be required
• Ability to stand for long periods of time
• Ability to lift up to 50 lbs
• Strong communication skills, both written and oral
• Excellent customer service skills
• Ability to use computer systems and office equipment
• Adheres to the Bank's dress code policy as found in the HFG employee handbook

EDUCATION AND EXPERIENCE:

• High School Diploma or equivalent required
• Prior supervisory experience is required
• Cash handling experience required
• 2 or more year's teller experience preferred
• High degree of quality customer service, leadership, interpersonal, and communication skills
• Computer skills required
• Knowledge of Microsoft products a plus
• Ability to work in a fast paced environment
• Fluency in a second language is a plus

IDEAL CANDIDATES DEMONSTRATE THE FOLLOWING:

• Leadership ability
• Strong customer service skills
• Knowledge of sales and relationship building skills
• Coaching skills
• Working knowledge of computer and processing skills
• Ability to learn all software systems that support branch transaction processing
• Awareness of retail products and services
• Ability to develop and utilize teller skills to provide staffing flexibility as required
• Ability to work with a diverse work force and customer base
• Strong commitment to achieving personal growth and success
• Excellent verbal and written communication skills
• Excellent organizational skills
• Understanding of the Bank's goals
• Must be able to work independently and have strong decision making skills
• Assist in writing and delivering performance evaluations
• Participate in opening and closing of the branch. Have ability to directly oversee the teller line, run the vaults including cash recycler and branch scanning process

REQUIRED COMPETENCIES:

• Coaching - facilitating the development of tellers' knowledge and skills; providing timely feedback and guidance to help them reach both individual and team goals
• Team Building - actively participating as a member of the team to move the team toward the completion of goals. One who concentrates efforts on the betterment of the team rather than themselves
• Communication Skills - verbal, written, formal, informal, interpersonal, and active listening
• Relationship Building - strong interpersonal skills, credibility
• Customer Service Orientation - making customers and their needs the primary focus of one's actions; developing and sustaining productive customer relationships
• Integrity - maintaining social, ethical, and organizational norms, firmly adhering to the codes of conduct and ethical principles
• Detail Oriented - knowing and adhering to all pertinent policies, procedures, and communication; effective follow through and reinforcement

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


An Affirmative Action/Equal Opportunity Employer of protected veterans and individuals with disabilities. Applicants for employment are considered without regard to race, creed, color, religion, sex, gender identity, sexual orientation, marital status, genetic information, national origin, age, disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard. Also, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.