Teller Supervisor

Overview of Responsibilities

Responsible for efficient operations and supervision of the teller area and sales activities of teller team members to ensure team goals and service standards are met in accordance with MSGCU’s policies and state and federal government regulations, and in alignment with our desired member experience.

• Focuses on providing high quality service to all members through a consistent approach to delivering the member experience that includes sales, services, member satisfaction, operational and people management in order to build strong member (internal/external) relationships and deliver member‑centric solutions.
• Performs all duties related to teller operations including opening and closing, completing cash requests, daily balancing, maintaining cash funds through a proper supply of vault cash, resolving out of balance incidents, and authorizing transaction overrides to maintain service excellence. Conducts branch audits and prepares monthly audit reports ensuring adherence to all security‑related procedures, including robbery, fraud, opening/closing of branch, and cash controls.
• Assists with the achievement of sales plans;
  makes good and timely decisions using sound rationale, available data, and relevant or important factors to ensure the overall effectiveness of the branch and that are in alignment with the organization’s focus and direction.
• Takes action on new opportunities and tough challenges with a sense of urgency and enthusiasm. Manages conflict situations by effectively using Crucial Conversations skills, with a minimum of noise.
• Follows MSGCU’s service standards to complete teller transactions and balance drawer and checks at end of day. Teller transactions include, but are not limited to: cashing checks, processing deposits and withdrawals, making member payments, processing certificate of deposit transactions, and member account maintenance.
• Generates member referrals by using a consultative approach and asking high‑impact questions to identify and meet member perceived and unperceived needs. Listens for member cues and uses in‑depth knowledge of MSGCU’s products and services in order to cross‑sell and offer solutions for member needs by focusing on the benefits and value to the member.
• Directs work by providing direction, ensuring work is aligned with organizational and branch objectives and the desired member experience. Delegates and empowers team members to make effective decisions, and removes obstacles to get work done.
• Holds self and others accountable to meet commitments. Monitors the performance of the teller team, conducts regular sales meetings and observations, and utilizes the SLS (Sales Leadership Strategies) approach for daily coaching.
• Develops talent by coaching team members to build skills to meet both their career goals and the organization’s goals through mentoring, coaching, and relevant development opportunities.
• Communicates effectively by developing and delivering various forms of communication (written, verbal, presentation), that are in alignment with MSGCU’s philosophy, mission and values. Facilitates discussions and actively listens to ensure a clear understanding of expectations, procedure updates, new products, and initiatives.
• Drives engagement by influencing others and by creating a healthy climate where team members are motivated to do their best to help the organization achieve its objectives.
• Works in collaboration with others regarding team member hiring, development, discipline, promotion, transfer and separation of team members.
• Gains the confidence and trust of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Makes responsible choices and exemplifies courage by stepping up to address difficult issues.
• Models self‑development by actively seeking new ways to grow and be challenged, and exhibits self‑awareness by soliciting feedback and through reflection gains productive insight into personal strengths and weaknesses. Applies feedback to personal development using both formal and informal development channels.