Teller Supervisor Job in St. Louis 63117, Missouri Us

SUMMARY

Oversee all Teller operations including scheduling, supervising and providing work direction to Tellers to assure that customers are provided with accurate information and courteous, efficient service in regard to customer/Bank transactions. Responsible for bank vault and cash funds. 

 

ESSENTIAL DUTIES AND RESPONSIBILITIES

·         Ensure that customer service procedures are being met by the Tellers to the highest standard consistently and Tellers are accountable for these expectations. Promote a highly professional environment.

·         Supervise and schedule teller operations to assure that sufficient staff is available during the Bank's service hours and that customer transactions are processed accurately, efficiently, and courteously.  Verify that all work is balanced at end of day.

·         Provide assistance to teller area staff with data entry, special or difficult internal transactions or problems or customer inquiries/problems.  Provide follow-up guidance by instructing Tellers in the handling of problem areas or transactions.  Assist teller personnel in reconciling errors as needed.  Ensure prompt and courteous response to customer inquiries.  Investigate equipment malfunctions and request repair services as necessary.

·         Responsible for performing on-going on-the-job (OJT) training phase for all new Tellers assigned to the Bank with the assistance of the Training Director or other personnel as designated.  Evaluate learning of trainees and make recommendations for retention and transfer to regular status and location or termination.

·         Assist in the development of policies, manuals and supporting documentation to accomplish tasks/duties inherent in this position and those it supervises.  Disseminate new/revised policies and procedures relative to teller operations to staff.

·         Monitor Traveler's Checks, Cashier Checks, and Money Order inventories.

·         Open coin safe and vault.  Set vault clocks and alarms and secure branch daily according to established procedures.

·         Balance daily the vault cash and ATM cash and reconcile errors, if any.  Keep facility below maximum limit.  Ensure that cash draw maximum limits are not exceeded.

·         Receive customer inquiries regarding account information or problems.  Exercise discretion and judgment in handling customer problems and complaints.  Approve checks and other transactions according to Bank policies.

·         Expertly identify customer's needs, cross sell additional services, and in so doing retain Bank deposits.

·         Periodically inventory teller supplies and request reorder as needed for main bank or off-site if necessary.

·         Order and maintain sufficient currency and coin.  Prepare excess currency to be sold as necessary.  Process regular and special request currency/change orders for commercial customers.  Buy and sell cash from Tellers as required.

·         Demonstrates leadership to develop the enthusiasm needed in a retail sales culture.

·         Schedules hours, distributes workload, makes sure tasks are completed, identifies and resolves problems, consults with supervisor about unresolved problems.

·         Informs tellers about operational procedures, approves large currency transactions as defined to ensure losses are minimized.

·         Ensures quality service by providing education and training in regard to the Teller referral program, referring products/services, calling the customer by name, smiling at the customer, etc.

·         Reviews security procedures.  Checks to make sure bait money is not stale dated or marked in ink, etc.

·         Monitors cash offages and helps locate cash differences.  Reports large offages to supervisor or an officer at the end of each day.  Maintains quality control of cash ticket errors and teller differences.

·         Prepares large currency transaction reports and is knowledgeable of the regulations.

·         Ensure prompt, efficient and courteous service in the renting of and granting access to safe deposit boxes and storage space by providing professional, pleasant greetings, making eye contact, smiling and addressing the customer by name.

·         Verify access authority against safe deposit contract for each access request, exercising prescribed controls.  Check booth or conference room after each use.       

·         Accept and process payments for new boxes, renewals, drilling fees and lost key fees.

·         Input safe deposit information to manual and computer system according to established procedures.  Purge files as appropriate. 

·         Other duties as assigned.

 

SUPERVISORY RESPONSIBILITIES

Directly supervises the tellers at the location.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.  Responsibilities include training employees; planning, assigning, and directing work; assisting management in the process of appraising performance; addressing complaints and resolving problems, all with the communication and coordination with the Retail Services Manager.

 

QUALIFICATIONS

·         High school diploma or equivalent

·         Two plus years Teller Supervisor experience; or equivalent  

·         Previous supervisory experience

·         Strong customer service and communication skills

·         Have ability to identify customers' financial services needs and cross-sell services to meet those needs.  Thorough product knowledge

·         Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

·         Ability to monitor, direct and oversee service and productivity levels of assigned staff

·         Ability to deal with routine problems with professionalism and diplomacy, and assist with problems escalated by Tellers

·         Ability to operate the following equipment:  telephone, teller terminal, 10-key calculator, personal computer and printer, copy machine, shredder, check encoder, coin machine, currency counter, step stool and/or ladder, multi-drawer file cabinet,  fax machine

 

CERTIFICATES, LICENSES, REGISTRATIONS

Able to be bonded by the Bank’s surety company.

 

PHYSICAL DEMANDS

The physical demands 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. While performing the duties of this job, the employee is regularly required to stand, use hands to finger, handle, or feel and talk or hear.  The employee frequently is required to walk, and reach with hands and arms.  The employee is occasionally required to sit; climb or balance; and stoop, kneel, or crouch.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

 

WORK ENVIRONMENT

Usually works Monday through Friday with some evening and weekend hours.  Work requires long periods of standing or sitting and nearly constant communication with customers. Work requires high level of attention to security. While performing the duties of this job, the employee will almost always work indoors.  The noise level in the work environment ranges from quiet to moderately loud.

 

 

Our Mission is to provide premier banking services by skilled professionals that build successful lifelong relationships throughout our community.