HarborOne Bank is actively looking for experienced Teller Supervisors/Managers for current and future openings across our footprint in MA. If you have a passion for customer service and a demonstrated background of coaching and developing staff we want to talk with you!
As a Teller Supervisor or Teller Manager at HarborOne you will work hand-in-hand with your Branch Officer to ensure the proper servicing of all customers while overseeing Tellers and daily operations at the branch.
Assigns duties and work schedules to Tellers to ensure efficient functioning of department.
Responsible for coordinating training of new Tellers.
Approve checks for payment within HarborOne policies and procedures.
Effectively address and resolve customer complaints within established guidelines. Sets an example for teller staff in the consistent delivery of the Customer Service Playbook.
Examine Tellers daily transactions for accuracy.
Consolidate and balance daily transactions at end of day.
Balance ATM on a daily basis, securing ATM area.
Provide input for counseling sessions, warnings, and performance evaluations for the staff.
Assures that Tellers follow security, compliance and audit procedures in the branch.
Counts and records currency and coin in vault. Recommend cash needs for the branch by evaluating cash flow history for the branch. Ensure branch stays within total cash limits with the approval of the manager.
Balance branch each day consolidating all individual teller work and vault activity.
Performs one on one meetings with tellers at least monthly.
Provides ongoing coaching to staff members to improve individual and branch performance
Work with the Branch Manager to monitor and adjust teller staffing as necessary
Studies and standardize procedures to improve efficiency of staff. Recommend any relevant changes to procedures.
Maintains harmony among workers and resolves grievances.
Actively work as a teller as needed.
Prepares composite reports from individual reports of subordinates. For example; Daily Branch Settlement, Upsell Log, Monthly Branch Cash and Supervisor Log report.
Utilizes Pathfinder to manage sales referrals and update team members and management on results
Keep manager up to date on teller line activity and overall performance.
Thorough knowledge of HarborOne products in order to identify customer needs and provide appropriate referrals for new products.
Under the guidance of the Assistant Manager and or Branch Manager, monitor the; Teller Referral Program, All Star Teller Program, and Quality Service Standards.
Attend and participate in staff meetings regularly. The ability to work days, evenings, Saturday hours and work overtime as needed. The ability to change schedules when management deems necessary.
Consistently meet monthly performance goals.
Provides quality training to new supervisory staff.
Responsible for performance of teller staff.
Provides Supervisory coverage for the branch in the absence of the Branch Manager and Assistant Manager, including branch openings and branch closings
Handles all activities within the guidelines of confidentiality and professional courtesy following the internal guidelines set forth in the Customer Service Playbook
COMPLIANCE: Maintain an excellent understanding of all applicable regulations and laws relating to day to day duties including but not limited to; Bank Secrecy Act; Privacy; Fair Lending and Regulation E. Maintain an up to date understanding of Bank policies and procedures as they relate to compliance.
Expected to be up to date on all requirements for annual compliance testing requirements. Must be knowledgeable and able to effectively apply this knowledge for day to day activities and responsibilities.
Complete appropriate compliance training and ensure staff complete all relevant compliance training and have an understanding of procedures related to their position.
May manage one subordinate supervisor and supervises up to 10 employees in the TELLER AREA. Is responsible for the overall direction, coordination, and evaluation of this unit. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
EDUCATION and/or EXPERIENCE
At least 1 year recent related experience as a supervisor in a retail banking setting. College degree preferred.
Business acumen and professionalism.
Strong written and verbal communication skills.
Proficient understanding of Retail Branch Operations.
Ability to build relationships with customers and colleagues across the organization.
Ability to learn technology, products and services offered by the bank.