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Branch Supervisor

Berkshire Bank

This is a Full-time position in Worcester, MA posted July 22, 2021.

Division: Retail Banking

Department: Various

Reports to: Branch Officer

Status: Non-Exempt

Grade: 6

Location: 560 Park Avenue, Worcester, MA


Accountable for supervising all Teller positions to ensure the efficient and effective operation of the teller line.

Duties may include assigning workflow, training tellers, monitoring customer service, and ensuring programs are in conformance with established procedures.

Key Accountabilities:

25% Teller Duties:
Executes an extensive variety of customer transactions in accordance with Bank policy and procedures.Maintains working knowledge of all products offered by the Bank and corresponding policies and procedures.

Maintains working knowledge of all banking regulations.Handles large amounts of cash in an organized, timely and accurate fashion.

Balances own cash drawer with a high degree of accuracy.Acts as significant deterrent of loss to Bank via robbery and fraud by following procedures and regulations and knowing the customer.Saturday hours as required.
25% Customer Service:
Handles complex customer issues while executing excellent customer service principles.Demonstrates excellent telephone etiquette, communication abilities, and customer service skills to promote positive image for Bank.

Promotes and maintains excellent level of customer service from all tellers.Maintains cooperative and productive work atmosphere.

Explains Bank policy and procedures to customers.Responsible for cross-selling and referral goals for non-traditional bank products (e.g.

insurance & investments).
50% Teller Line Supervision and Operations
Coordinates tellers’ activity, schedules work week, assigns duties.Responsible for daily office work to ensure proper balancing of branch and timely delivery of work to appropriate departments.Monitors and maintains branch cash levels and prepares related reports.Works with tellers to resolve more complex transactions, correct errors, and in assist with difficult customer requests.Provides significant input for the preparation of tellers’ performance reviews.Resolves routine and complex personnel problems; provides input to Branch Officer for disciplinary actions.Oversees the execution of daily banking procedures as related to teller line and ATM.Responsible for oversight of the teller line audit process.

Ensures compliance of teller line with all related banking regulations, procedures, reporting, and record
– keeping.Assists Branch Officer with the development of staff.Responds to off-hours ATM calls as required.
Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties


Preferred Candidate will have more than 1 year Teller III experience
Minimum customer service shop rating of 89%Must meet minimum required balancing requirements for Teller IIIMust possess supervisory skills
– Branch Officer will be required to provide specific examples where employee contributed in areas of staff supervision and training.

Current Branch Officer must provide written recommendation explaining details and setting specific examples of the employee’s abilities and experience with supervision, training and operational skills.Successful completion of Principles of BankingSuccessful completion of Teller III Skills AssessmentApproval of Regional Branch Manager committee
Must be eligible to be registered in the Nationwide Mortgage Licensing System & Registry for purposes of SAFE Act, if applicable.

Percentage of time spent on each area of key accountabilities will vary from branch to branch.

High School Diploma or equivalentBanking courses
More than 1 year Teller III experienceCustomer service experienceSupervisory experienceDemonstrated ability to work well with co-workers and provide direction and supportSupervisory Skills
Skills & Knowledge:
Demonstrated superior customer service skillsStrong communication skillsSolid computer skillsStrong interpersonal skills
Berkshire Bank is an Equal Opportunity Employer
– all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.