POSITION OVERVIEW:
The Teller Supervisor is responsible for overseeing the daily operations of the teller line to ensure efficient, accurate, and courteous service to credit union members. This role includes supervising, mentoring, and coaching teller staff, ensuring operational compliance, managing cash levels, and acting as a liaison between tellers and branch leadership. The Teller Supervisor works closely with the Branch Manager to support daily branch operations, employee development, scheduling, and performance management. The Teller Supervisor also assists members directly, handling complex transactions and resolving escalated issues. A strong commitment to service excellence, leadership, and attention to detail is required.
RESPONSIBILITIES:
Leadership & Supervision
- Supervise and support all teller and MSR staff in daily operations, scheduling, and performance management.
- Work closely with the Branch Manager to ensure consistent branch operations, communication, and team development.
- Train new tellers and MSRs, ensuring proper onboarding, policy understanding, and operational procedures.
- Conduct regular staff meetings and one-on-one coaching to reinforce service standards, sales goals, and compliance.
- Complete annual performance appraisals for Teller staff and provide ongoing coaching and performance feedback throughout the year.
- Provide backup support and coverage for teller line and MSRs during high-volume periods or absences.
- Assist in the documentation of employee performance and participate in disciplinary actions when necessary.
Operations Management
- Ensure compliance with credit union policies, procedures, security protocols, and regulatory requirements.
- Monitor cash drawer levels and oversee branch cash vault operations including ordering/shipping cash as needed.
- Perform audits of teller drawers, cash dispensers, and vaults, ensuring balanced operations and accurate reconciliation.
- Oversee end-of-day balancing, transaction corrections, and exception reports to resolve discrepancies.
- Coordinate on fraud prevention, error resolution, and process improvement.
Member Service
- Provide high-quality service directly to members by processing complex transactions, resolving escalated concerns, and assisting with account maintenance.
- Guide members in accessing digital services, loan applications, debit card issues, and membership-related questions.
- Proactively identify member needs and promote credit union products and services accordingly.
- Assist in promoting branch campaigns, service goals, and community outreach efforts.
Lending Responsibilities
- Assist members with credit card applications, including explaining features, benefits, and basic qualification requirements
- Support indirect lending by helping gather documentation, answering general questions, and coordinating with lending staff
- Process loan and credit card payments and provide general information on loan products
- Identify opportunities to refer members for additional lending needs (auto, personal loans, etc.)
- Ensure loan-related documentation is complete and accurately submitted
Administrative Duties
- Maintain Teller schedules, timecards, and time-off requests in coordination with the Branch Manager.
- Prepare daily and monthly reports as required by branch leadership.
- Ensure teller supplies and resources are stocked and available.
- Collaborate with other departments on process improvement initiatives.
Additional Duties
- Participate in training, community events, or special projects as assigned.
- Perform other duties as assigned.
QUALIFICATIONS:
- High school diploma or equivalent; associate or bachelor’s degree preferred
- Minimum of 2 years’ experience as a Teller or Member Services Representative in a credit union or banking environment
- Previous supervisory or team lead experience preferred
- Strong leadership, interpersonal, and coaching skills
- Knowledge of credit union products, services, and core systems
- Excellent communication and organizational skills
- Proficient computer and digital banking technology skills
Strong attention to detail and ability to handle confidential information with discretion
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WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands to finger/handle/feel, talk, and hear. The employee is frequently required to reach with hands and arms and is occasionally required to stand, walk, climb, balance, stoop, kneel, and crouch.
The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus. The noise level in the work environment is usually moderate.
Marshland Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, or genetic information. We provide reasonable accommodation to applicants with disabilities upon request.
