Teller Supervisor

Description

Job Purpose

Provides supervision of Teller and CSR team members. Ensures team members deliver superior client experience by coaching and overseeing staffing models, schedules, and performance standards. Ensures compliance to bank policies and procedures as well as banking regulations. Assists clients, and other bank team members as needed. Provides friendly, superior client experience through timely and accurate processing of accounts and transactions. Actively looks for additional opportunities to refer and cross-sell bank services. Treats clients with respect and dignity, either in person or on the phone.

Essential Functions

Core Responsibilities

• Maintains records pertaining to inventory, personnel, orders, supplies, and machine maintenance.
• Computes figures such as balances and totals.
• Researches, compiles, and prepares reports, manuals, correspondence, and other information required by management or governmental agencies.
• Monitors inventory levels and requisitions or purchases supplies as needed.
• Ensures that an appropriate quantity of cash is in the vault and at teller stations to meet the normal demands of the bank’s clients.
• Investigates and reports overages and shortages in accordance with internal procedures and policies.
• Resolves client complaints and answers clients' questions regarding policies and procedures.
• Makes decisions on operational procedures and other factors relating to branch operations.
• Approves checks for payment in excess of teller limits within specified authority.
• May open and close vault daily, control cash in vault, distribute daily cash to tellers.
• Balances vault and orders/ships cash to/from Federal Reserve.
• Consolidates and balances daily transactions.
• Monitors and reviews financial institution's security procedures. Monitors security devices to see that they work properly.
• Audits teller drawers and vault.
• May open and/or close the bank.
• Cross-sells bank products and makes referrals to other bank personnel.
• Provides back up support to teller line as needed.
• Leads referral activities for the location. Embraces, executes, and provides coaching on retail initiatives, marketing campaigns and operational changes.

Supervisory Responsibilities

• Supervises the work of tellers and/or CSR’s to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
• Provides tellers/CSR’s with guidance in handling difficult or complex problems and in resolving escalated complaints or disputes.
• Utilizes relationship tracking tools and conducts weekly team huddles.
• Responsible for hiring, training, evaluating, and rewarding assigned team members.
• Coaches staff toward meeting goals on a weekly basis.
• Supports team members development by focusing on their innate talents and developing those into areas of strengths.
• Listens to and advocates for team members to ensure their engagement needs are met.
• Supports team member performance by establishing annual goals, setting clear expectations and providing continual coaching.
• Creates a culture of accountability that celebrates progress as often as outcomes.
• Builds relationships that create trust and allow on-going dialogue.

General Responsibilities

• Implements bank and departmental policies, procedures, and experience standards.
• Understands and complies with banking regulations by following bank policies and procedures. Stays abreast of relevant regulations, current industry matters, and any changes implemented internally to ensure compliance.
• Has access to confidential information relating to clients and accounts, and team member information including personal information, compensation, and performance. Protects the privacy and confidentiality of clients, other team members, and work.

Requirements

Work Environment

Well-lit, climate-controlled office setting (with occasional loud noise during coin machine operation.)

Required Education & Experience

• High school diploma/G.E.D.
• 5 previous handling/client experience in a financial institution preferred.
• Previous experience supervising staff preferred, including interviewing, hiring and training; planning, assigning and directing work; appraising performance; rewarding and disciplining team members; addressing complaints and resolving problems.

Additional Qualifications Include

• Ability to exhibit our values; Think Big, Be People-Centered, Enable Great Things, and Bring your Best.
• Strong communication skills and conflict aversion skills.
• Ability to work with others, such as co-workers, leaders, or clients.
• Proficient in technology and services, such as Microsoft Access, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, and Microsoft Word; on the job, will be using but not limited to: alarm systems, accounting machines, coin machines, copy machines, fax machines, phones, and phones.
• Ability to bend, stoop, stand, sit, walk, or use hands repetitively or for prolonged amounts of time.
• Lifting (up to 20 pounds occasionally and up to 10 pounds frequently).
• Critical thinking and exemplary judgment and decision-making.
• Social perceptiveness and active listening.
• Mathematical, problem-solving and time management skills.
• Willingness to learn and take on various tasks assigned by the leader.
• Friendly delivery of client experience.

Hours of Work & Travel

• Full time, regular employment
• Days and hours of operation vary with each Bank Iowa location. May work weekends.
• No travel is required for this job.

About Bank Iowa

At Bank Iowa our purpose is to Empower People, Inspire Success and Foster Growth. With more than $1.7 billion in assets, Bank Iowa ranks as one of the leading independent Ag banks and the second-largest family owned bank in the state. Our bank family consists of team members, farmers, families and businesses throughout Iowa who we serve in our 26 locations. With an ongoing commitment to community banking Bank Iowa aspires to be the bank of choice for our clients, the career of choice for our team members, a center of influence in our communities, and a point of pride for our family owners.

While our purpose is our “why” behind all that we do, our values allow us to fulfill our purpose. At Bank Iowa we strive to Be People-Centered in everything we do. We encourage our team members to Think Big beyond the immediate answer and to be creative and innovative. Team members throughout Bank Iowa Enable Great Things by taking ownership and going above and beyond. Last, we inspire all team members to Bring Your Best each and every day.

What we Offer

• A competitive financial package we want you to bring your best so in addition to your compensation, every team member receives a bonus opportunity, a generous 401k match, and discretionary profit sharing.
• Robust benefits and wellness - we are proud to offer health, dental and vision insurance as well as a wellness program designed to help drive down your premiums. Our wellness initiatives promote positive change and allows our team members to think big.
• Blending work and life – As a people-centered organization, each team member is given a generous PTO bank. All regular full and part time team members receive PTO. In addition to the 3-6 weeks of PTO based on years of service and work status, Bank Iowa team members receive 10 paid observed holidays, 12 weeks of parental leave for primary caregivers and 4 weeks of parental leave for secondary caregivers, an opportunity for sabbatical leave, generous bereavement, and an employee assistance program to support team members throughout various stages in their lives.
• Continued learning opportunities – Bank Iowa enables great things and supports team member development at every stage of your career. Our development approach focuses on your innate talents and developing those into areas of strengths. Learning experiences are available in formal & informal training settings, as well, on-the-job training. Development programs are available in-person and online. Our tuition reimbursement program is available to support formal education programs.
• Community Involvement – Our team members are active members of their communities and people-centered. Bank Iowa aspires to be a center of influence in each of the 24 communities we are located in. In addition to company-sponsored volunteer opportunities, we offer volunteer time off (VTO), which allows team members to give their time to organizations they care about, without having to use PTO.
• Recognition – Bank Iowa is proud of our team members who “Live our Values”. Our peer nominated recognition program presents team members who Live our Values on an annual basis.

Bank Iowa provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

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