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What does a teller supervisor do?

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If you are interested in working as a teller supervisor, you might wonder what this role entails and what skills you need to succeed. A teller supervisor is a person who oversees the daily operations of a team of tellers in a bank, credit union, or other financial institution. They are responsible for ensuring that the tellers provide excellent customer service, follow policies and procedures, and comply with security and regulatory standards. In this article, we will explore some of the main duties, challenges, and benefits of being a teller supervisor.

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1 Training and coaching

One of the key tasks of a teller supervisor is to train and coach new and existing tellers on how to perform their job effectively and efficiently. This includes teaching them how to use the software and equipment, how to handle cash and transactions, how to identify and prevent fraud, how to resolve customer issues, and how to cross-sell products and services. A teller supervisor also monitors and evaluates the performance of the tellers, provides feedback and recognition, and addresses any areas of improvement or concern.

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Jennifer Mu?oz Aguero

Mercadóloga con enfasis en el área comercial, retail, mercadeo, estrategia de ventas, manejo de equipos, mejora en la utilización de recurso, reducción de costos y rentabilidad
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La preparación de un cajero es indispensable, dependiendo de su capacitación y entrenamiento será su éxito. Es indispensable medir el rendimiento por minuto del cajero, transacciones y unidades facturadas, faltantes y sobrantes de dinero, una vez que identifiques quienes son tus estrellas podrás designar (delegar) un equipo para la formación de nuevos cajeros. Este equipo se debe dividir en: 1. Uso del sistema y su interfaz. 2. Procedimientos normativos del establecimiento (responsabilidad absoluta del supervisor) 3.Devoluciones y anulaciones, procedimiento de reintegro de dinero o redimir este tipo de transacciones. 4. Ingreso de dinero, documentos de respaldo de TRX indirectas, conciliación de TRX contra efectivo y respaldos de voucher

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2 Scheduling and staffing

Another important duty of a teller supervisor is to ensure that the teller line is adequately staffed and scheduled to meet the customer demand and operational needs. This involves creating and updating the work schedules, assigning shifts and breaks, approving time off and overtime requests, and managing attendance and payroll records. A teller supervisor also coordinates with other supervisors and managers to balance the workload and resources across different departments and branches.

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Jennifer Mu?oz Aguero

Mercadóloga con enfasis en el área comercial, retail, mercadeo, estrategia de ventas, manejo de equipos, mejora en la utilización de recurso, reducción de costos y rentabilidad
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La organización de la linea de cajas en empresas de gran formato es esencial dato a que se deben medir indicadores de alta demanda: 1.Valorar la franja horaria de picos de ventas y ajuste de horario. 2.Validar la cantidad de colaboradores. 3. Medir y cronometrar el promedio máximo de transacciones por colaborador. 4. Evaluar la cantidad de puntos de venta (cajas) disponibles para la atención de clientes. 5. Entrenar personal relevo o sustituto de otros departamentos para integrarse en caso de un pico de venta no contemplado. 6. Crear cajas especiales para pagos de servicios, tarjeta, adulto mayor o persona con condiciones especiales. 7. Tener cajas exclusivas para clientes de pago con tarjeta o compras de mayoreo.

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3 Customer service and problem-solving

A teller supervisor is also expected to provide exceptional customer service and problem-solving skills. This means that they have to interact with customers, answer their questions, address their complaints, and escalate their issues to the appropriate level of authority. A teller supervisor also has to deal with complex or unusual transactions, such as large deposits or withdrawals, foreign currency exchanges, wire transfers, or account closures. They have to ensure that the transactions are processed accurately and securely, and that the customers are satisfied and loyal.

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4 Compliance and security

A teller supervisor also has to ensure that the teller team complies with all the relevant laws, regulations, policies, and procedures that govern the financial industry. This includes verifying the identity and authenticity of the customers and the documents, reporting any suspicious or fraudulent activity, maintaining the confidentiality and privacy of the customer information, and following the anti-money laundering and anti-terrorism guidelines. A teller supervisor also has to ensure that the teller team follows the security and safety protocols, such as keeping the cash drawers and vaults locked, using the alarms and cameras, and conducting audits and reconciliations.

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5 Leadership and communication

A teller supervisor also has to demonstrate strong leadership and communication skills. This means that they have to motivate, inspire, and empower the teller team to achieve their goals and objectives. They have to communicate clearly and effectively with the tellers, the customers, and the management. They have to set expectations, provide direction, delegate tasks, resolve conflicts, and foster a positive and collaborative work environment. A teller supervisor also has to represent the teller team in meetings, reports, and projects, and provide feedback and suggestions for improvement.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What does a teller supervisor do?

1

2

3

4

5

6

1 Training and coaching

2 Scheduling and staffing

3 Customer service and problem-solving

4 Compliance and security

5 Leadership and communication

6 Here’s what else to consider

Call Center Administration

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What does a teller supervisor do?

1

2

3

4

5

6

1 Training and coaching

2 Scheduling and staffing

3 Customer service and problem-solving

4 Compliance and security

5 Leadership and communication

6 Here’s what else to consider

Call Center Administration

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