Job Description

Job Title:

Bank Teller (ITM) Supervisor

Job Summary:

The Interactive Teller Machining (ITM) Supervisor is responsible for overseeing a team of virtual tellers and teller floats, ensuring consistent service quality, compliance with policies and procedures, and effective day-to-day operations. This role requires strong leadership skills and a proactive approach to managing team performance, training, and member service standards.

Duties/Responsibilities:

• Supervises, schedules, and monitors the daily activities of virtual tellers and teller floats.
• Provides guidance and support to staff; resolves complex questions and disputes.
• Performs transaction overrides, approves exceptions, and authorizes service fee refunds.
• Hires, trains, develops, and evaluates team members while recommending employment actions as needed.
• Assists with processing member financial transactions such as deposits, withdrawals, transfers, and loan payments.
• Ensures department activities comply with internal policies and external regulations; resolves out-of-compliance issues.
• Supports cross-sell efforts by identifying member needs and referring appropriate products and services.
• Tracks individual employee progress, conducts monthly one-on-one meetings, and completes annual performance reviews.
• Maintains a professional, confidential, and service-focused work environment.
• Keeps leadership informed on department operations and offers suggestions for improvements.
• Adheres to dual control procedures and ensures the department is adequately staffed and balanced daily.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Strong leadership and supervisory abilities.
• Excellent interpersonal and customer service skills.
• Solid organizational skills and attention to detail.
• Ability to manage time effectively and meet deadlines.
• Strong problem-solving and conflict resolution skills.
• Ability to delegate tasks and prioritize responsibilities.
• Ability to function well in a high-paced and occasionally stressful environment.
• Proficient in Microsoft Office Suite and general office equipment.
• Working knowledge of teller operations and financial institution policies.

Education and Experience:

• High school diploma or GED required.
• One to three years of related experience in teller operations or supervisory roles.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

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* Supervise the work of office, administrative, or customer service employees to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.

Job Tags

Full time, Work at office,

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