Teller Manager jobs in Springfield, MA

Position Summary: Manages all aspects of the teller line, including scheduling, to ensure quality customer service is provided, while adhering to policies, procedures, and security. Manages, coaches, and provides performance feedback to teller staff to ensure effective performance, excellent service, and strong employee engagement. Handles various customer transactions in a courteous, professional, and accurate manner, while demonstrating exceptional customer service.

Essential Functions:

• Consistently provides superior professional service to internal and external customers, following the standards of the Customer Impressions program and ensures that all Tellers provide the same.
• Consistently meet expectations of teamwork, punctuality and regular, reliable attendance.
• Manages and motivates the teller staff to ensure efficient operation of the teller line.
• Implements and manages compliance with security and Branch Internal Controls and takes appropriate corrective action to address any violations.
• Assists with the writing and delivery of performance evaluations. Identifies training and employee development opportunities.
• Provides coaching and feedback on a regular basis to reinforce good performance and staff development.
• Takes appropriate action with failing or marginal performers, including, but not limited to, counseling, documentation, written warnings, etc.
• Manages completion of monthly audits and reports.
• Approves policy exceptions and override transactions and responds to customer complaints.
• Assists tellers with unusual transactions and in finding errors and outages. Documents, monitors, and reports teller outages, check corrections, error reports, time sheets, and an absentee calendar for each teller.
• Performs scheduling of teller line on a daily basis, including breaks, lunches, vacations, Saturday coverage, and extended hour coverage, while managing to minimal overtime.
• Performs branch recap reports daily.
• Performs and assigns daily duties, including night deposit access, ATM settlement and maintenance, ordering supplies for teller line, etc.
• Manages the vault cash inventory, as well as the ordering and shipping of coin and currency.
• Controls and manages the security of inventories of money orders and official checks, including ordering supplies and maintaining daily logs.
• Manages the night depository function. Keeps contracts up-to-date and monitors daily logs.
• Manages the reporting of any problems with teller terminals and calls for service on any other equipment that is not working properly on the teller line.
• Performs teller duties, as necessary.
• Processes foreign currency purchases and sales
• Possesses sufficient product knowledge to effectively coach tellers to make customer referrals to Platform Personnel, when appropriate.
• Provides ongoing training in a variety of categories, including robbery procedures, currency transaction reporting, BICR, etc.
• Supports management and assists with the implementation of new policies and procedures.
• Creates awareness about new products and services, as they are introduced, and on an ongoing basis.
• Maintains a working knowledge of the BSA requirements and related policies and procedures. Prepares a complete and accurate record for each cash-in or cash-out transaction in excess of $10,000. Uses the Large Currency Transaction database to document each transaction that causes the aggregate cash to exceed $10,000 on an account and for monetary instruments purchased with cash, as defined in policy.
• May perform customer service-related services, such as change of address requests, providing copies of bank statements, assisting with instant issue debit card processes and check re-orders, resetting PINs, Travel Itinerary forms, CD renewals, research requests for account statements, copies of checks or other account documentation.
• Provides support to all branches as required by staffing needs.

Other Responsibilities: Assumes other responsibilities, as requested.

Education, Experience, and Skills Required:

The following skills, experience, or background are necessary (with or without accommodation) for this position.

• High school diploma or GED, plus CFT or additional college courses.
• Two (2) to four (4) years of teller experience, with demonstrated leadership and supervisory skills.
• Senior/Head Teller experience helpful, but not required.
• Proven ability to meet deadlines.
• Excellent communication, interpersonal skills, and listening skills.
• Willingness to objectively and continuously analyze, reviews, and update procedures.
• Proven ability to perform multiple tasks, prioritizes duties, and delegate responsibilities.

Physical Demands/Conditions Requirements:

• General office environment.
• Stands for an extended period of time.
• Ability to wear headphones/head set for extended periods of time to communicate with drive-up bank customers.

Equipment Used:

• General office equipment.

Florence Bank is an Equal Opportunity Employer; Veterans, disabled, diverse candidates are encouraged to apply.