Job Description
Operations & Teller Supervisor
Job Classification: Full Time
FLSA Status: Exempt
Department: Retail/Member Experience
Reports To: Branch Manager
Senior Leader: Chief Experience Officer
Job Overview
The Operations & Teller Supervisor is a junior-level manager responsible for supervising teller staff, overseeing daily teller line operations, and supporting the Branch Manager and Assistant Branch Manager. This role ensures efficient, accurate, and compliant transaction processing, fosters a positive member experience, and acts as a resource for teller staff development and operational excellence.
Member Service & Teller Responsibilities
- Delivers high-quality, friendly, and efficient service to members, meeting or exceeding service expectations.
- Handles a broad variety of member service functions, utilizes expert knowledge in deposit and convenient services products to process routine consumer and business financial inquiries, transactions, and service requests including deposits, withdrawals, transfers, and purchase of negotiable instruments.
- Fulfills member service requests including account maintenance, research, reconciliation, and correction.
- Acts as a resource for tellers when handling complex transactions, resolving discrepancies, and addressing sensitive member concerns.
- Supports tellers in identifying member needs and referring members to appropriate staff for specialized services.
- Educates members on digital banking and other services; refers investment needs as appropriate.
- Secures the credit union’s assets by handling cash and negotiable instruments in a consistent manner, properly identifying members, keeping member information confidential, and completing necessary reports that summarize daily activities.
- Maintains up-to-date knowledge of policies, procedures, products, and legal requirements.
- Supports the vision of the Board of Directors and President/CEO by working cooperatively and cohesively on service and operational matters with the Branch Manager, the management teams, and fellow employees.
- Follows processes and procedures established to ensure compliance with the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), and Combating the Financing of Terrorism (CFT). Complete required annual BSA/AML/CFT training to ensure comprehension of responsibilities that apply to BSA/AML/CFT, including:
- CIP (Customer Identification Program)
- CTRs (Currency Transaction Reports)
- SARs (Suspicious Activity Report)
- OFAC (Office of Foreign Assets Control)
- Monetary Instruments
Branch Operations & Leadership Support
- Provides daily guidance, training, and performance feedback to teller staff. Ensures tellers are equipped to deliver exceptional member service and maintain operational accuracy.
- Assists the Branch Manager with ongoing coaching and supports teller development through mentoring and skill-building activities.
- Maintains up-to-date knowledge of credit union policies, procedures, and regulations. Ensures tellers adhere to these standards, including security and fraud prevention protocols. Monitors transaction processing for accuracy and compliance and completes required reports and audits.
- Oversees teller schedules to ensure adequate staffing and efficient branch operations. Coordinates daily assignments, monitors workflow, and assists with opening and closing procedures to maintain smooth branch operations.
- Oversees all teller and branch operations, including monitoring and managing vault cash levels, balancing and maintaining Teller Cash Recyclers (TCRs) and Teller Cash Dispensers (TCDs), verifying and processing teller and Federal buys and sells, fulfilling member change orders, preparing coin shipments, and ensuring accurate daily balancing of the vault and branch.
- Steps in to manage branch operations in the absence of the Branch Manager and Assistant Branch Manager, ensuring continuity of leadership and operational standards.
- Models professional behavior and fosters a positive, collaborative team environment. Ensures members receive friendly, helpful service and that their financial needs are met efficiently and accurately.
- Assists other departments as needed, encourages teamwork, and adapts to changing member demand and operational requirements.
Other Duties
- Trains new and existing employees on member service and operational procedures.
- Assists in branch opening and closing procedures.
- Performs other duties as assigned, including filling in for other departments as needed.
Skills, Education & Key Competencies
Education and Experience
- Associate degree or an equivalent level of knowledge, skills, and abilities typically acquired through work experience.
- Must be at least 18 years of age.
- Previous Teller experience, or equivalent experience serving customers.
- Previous experience in supervision of teller staff and/or lead teller duties.
- Previous experience recommending products and plans to improve a customer’s financial position.
Key Skills and Competencies
- Demonstrates strong interpersonal, verbal, and written communication skills, consistently maintaining a positive attitude and a professional image.
- Proven leadership abilities, with a dedication to supporting both members and employees in a dynamic, fast-paced environment.
- Maintains a thorough understanding of banking and credit union regulations to ensure compliance and diligent application of industry standards.
- Exhibits reliable attendance, sound judgment, and flexibility to travel as needed.
- Effectively organizes and prioritizes tasks, maintains accurate records, and displays self-discipline, self-awareness, and personal accountability.
- Approaches challenges with curiosity and accountability, identifying root causes and developing practical, member-focused solutions that balance efficiency, service quality, and organizational goals.
- Utilizes emotional intelligence to navigate workplace challenges, make thoughtful decisions, and foster talent development through coaching and guidance of team members.
- Embraces digital tools and technology, remains focused on member needs, and is committed to ongoing learning and development.
- Possesses basic math skills and the ability to project a professional image at all times.
- Successfully completes all required pre-employment background checks.
OTHER (PHYSICAL, MENTAL, AND VISUAL SKILLS)
Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
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 these essential functions.
- Ability to sit and/or stand for extended periods of time. Intermittent physical activity including bending, reaching and prolonged periods of sitting.
- Ability to lift light objects, usually no more than 8 lbs. in weight.
- Ability to utilize close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
- Ability to move about and communicate effectively with a diverse membership and employee group.
- Ability to accomplish the responsibilities described through the use of computers and technology.
- Ability to work in a changing, challenging, and fast paced environment with varying stress levels.
- Ability to provide own transportation and travel to other locations as needed.
Cultural Values & Expectations
As an Operations & Teller Supervisor, you are expected to embody and promote the core cultural values of Blackhawk Community Credit Union. These values guide daily interactions, decision-making, and leadership style, ensuring a positive environment for members and employees.
- Member-Centric Service - Consistently prioritize the needs and well-being of members, while keeping the credit union’s best interests top of mind. Strive to exceed service expectations, build trust, and foster long-term relationships through empathy, active listening, and personalized solutions.
- Integrity & Accountability - Demonstrate honesty, transparency, and ethical behavior in all actions. Take responsibility for outcomes, follow through on commitments, and hold yourself and others accountable to high standards.
- Collaboration & Teamwork - Foster a supportive, inclusive, and cooperative work environment. Encourage open communication, respect diverse perspectives, and work together to achieve branch and organizational goals.
- Continuous Learning & Growth - Embrace opportunities for personal and professional development. Support staff learning, share knowledge, and seek feedback to improve processes and service delivery.
- Community Engagement - Actively participate in local partnerships, volunteer initiatives, and outreach activities. Represent the credit union with professionalism and enthusiasm, strengthening community relationships and visibility.
- Adaptability & Resilience - Maintain a positive attitude and composure in a fast-paced, changing environment. Demonstrate flexibility, resourcefulness, and a willingness to embrace new challenges and opportunities.
- Respect & Inclusion - Treat all members and colleagues with dignity and respect, regardless of background or beliefs. Promote an environment where everyone feels valued, heard, and empowered to contribute.
Career Path
The Operations & Teller Supervisor position at Blackhawk Community Credit Union serves as an essential leadership role, combining advanced operational expertise with a commitment to the credit union’s core cultural values. Most Operations & Teller Supervisors achieve high proficiency after a minimum of 2 years in the role, developing skills in operational management, member service excellence, and team leadership. The rate at which an individual develops expertise depends on a variety of factors, including the scope and complexity of branch operations, the volume of member service transactions, and the individual's capacity to lead, adapt, and manage multiple responsibilities.
Upon mastering the Operations & Teller Supervisor role, employees may have opportunities to advance into the following positions:
- Assistant Branch Manager
- Branch Manager
- Assistant Contact Center Manager
- Learning and Development Specialist
Employees are encouraged to pursue personal and professional development opportunities, embrace continuous learning, and actively participate in community engagement as they advance in their careers. Progression is based on mastery of current responsibilities and readiness for new challenges, reflecting the credit union’s commitment to innovation, member experience, and excellence.