Teller Center Supervisor
Listed on 2026-08-04
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Management
Operations Management, Client Relationship Management
Description
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
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/Responsibilities1. 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…
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