Operations Supervisor/Head Teller

Job Description

Job Description

Description : Position Summary

The Operations Supervisor will provide the Branch Manager with support, assistance, and leadership regarding all aspects of branch operations to ensure superior service is provided to all internal and external members; assure the financial service needs of each member are promptly, accurately, and courteously fulfilled; be responsible for the maintenance and security of the branch facility and its contents in the absence of the Branch Manager.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following :

• Ensures that customer service procedures are being met by the Customer Service Representatives to the highest standards and holds the CSRs accountable for these expectations. Supervises and schedules Customer Service Representatives’ operations to assure that sufficient staff is available during the bank’s service hours and that customer transactions are processed accurately and efficiently. Assists personnel in reconciling errors.
• Provides assistance to CSR area with difficult internal transactions or problems or customer inquiries or problems. Either provides or obtains follow-up guidance by instructing CSRs in the handling of problemareas or transactions. Sees that staff provides prompt and courteous responses to customer inquiries. Consults with Branch Manager and keeps apprised of all significant developments and unresolved Branch issues.
• Investigates equipment malfunctions and contacts IT with requests for repair services, as necessary.(both)
• Assist customers(s) with account inquiries in a timely and accurate manner and performs all functions associated with account maintenance as requested.
• Ensures ongoing staff training for the branch. This includes new and existing employees. Evaluates learning of trainees and notifies Branch Manager of additional training needed.
• Approves checks and other transactions according to bank policies and bank risk procedures. Approves large currency transactions as defined to ensure losses are minimized. Oversees preparation of large currency transactions.
• Reviews and monitors security procedures for the branch. If questions arise and training is needed, schedules with Security Officer.
• Ensures that monthly, quarterly, semi-annual and annual certification process is done, including but not limited to : cash counts, branch cash limits, wire transfers, excessive withdrawals, stop payments, and safe deposit box contracts.
• Consistently applies superior decision-making techniques pertaining to inquiries, approvals, and requests as they apply to existing policies and procedures, keeping within assigned approval limits and using these instances as learning tools for employee development.
• Upholds policies and procedures to ensure adherence to state and federal regulations and to meet standard bank operating guidelines.
• Be familiar with the employee handbook and will be held accountable to the standards of conduct and expectations detailed therein.

Requirements :

Minimum Qualifications (Knowledge, Skills, and Abilities)

Physical Demands and 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 position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand; walk; sit, and reach with hands and arms. The employee must occasionally lift and / or move up to 15 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.