Teller Center Supervisor

Exempt/Salary position - 

Location: In person at 13th St. branch

Hours vary between 8:30am - 7:15pm Monday - Friday & Saturdays 8:30am - 1pm. 

Report To: Contact Center Manager

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. 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.

16. 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.

17. Communicates with Branch Leadership, Teller Center Leadership, and the coordination of maintenance and/or repairs for existing equipment. 

18. 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 Abrams and balances vault.  

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

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

21. Placed orders for member checks, as needed. 

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

23. Monitor Member Experience Survey Results weekly and contact member if needed. 

24. Record Business Deposits performed through the Teller Center.

25. Completes SAN (Suspicious Activity Narrative) when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance to BSA/AML regulations, and turns over to appropriate parties in a timely manner.

26. Attend annual training on BSA/AML to remain current on any changes to these policies and procedures and remain compliant

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

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

29. 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. Serves on Supervisor Leadership Team. 

7. 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.

Technology Requirements

• Employees must have smartphone (iOS or Android) to access company applications for tasks and security purposes.  
• Employees must install and use designated apps for access control and two-factor authentication to access company systems.

Work Environment/Physical Activities

• The employee must be able to work a flexible schedule, including limited Saturday and holiday hours. 
• Requires frequent standing and walking, as well as extended periods of sitting. The employee must also be able to reach, stoop, kneel, and lift or move items weighing at least 25 pounds. 
• Frequent use of hands in repetitive tasks requiring dexterity to perform duties such as typing, data entry, writing, and use of calculator. 
• Frequent twisting, turning, bending, kneeling and squatting to reach supplies and equipment. 
• The ability to read small print and color vision may also be required. 
• 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.