Retail Supervisor

Capitolbank; Madison (WI); On-site; USD 50,000 - 70,000; Full time

Job summary

Capitolbank is seeking a Retail Supervisor in Madison, Wisconsin. This role involves leading and coaching a high‑performing teller team to ensure service excellence and operational accuracy. The Supervisor will manage daily branch operations, conduct performance evaluations, and support training across all locations.

The ideal candidate is skilled in both banker and teller duties, adept at handling customer escalations, and committed to achieving deposit growth and new account goals. Full proficiency in bank policies and procedures is essential.

Qualifications

• Full proficiency in banker and teller duties.
• Ability to manage branch scheduling and operations.
• Knowledge of bank policies and compliance standards.

Responsibilities

• Lead and support teller team to ensure exceptional service.
• Oversee daily teller operations for accuracy and compliance.
• Handle customer escalations in a professional manner.

Skills

Leadership

Customer service

Operational accuracy

Coaching

Problem-solving

Job description

The Retail Supervisor leads, coaches, and supports a high‑performing teller team to ensure exceptional service delivery, operational accuracy, and full compliance with bank policies and procedures. They oversee daily teller operations, manage branch scheduling, and conduct regular performance check‑ins while providing continuous coaching and feedback. The Supervisor handles customer escalations with professionalism and a solutions‑focused approach, ensuring a positive and consistent customer experience. They support teller training across all branch locations and actively participate in reviewing, revising, and creating operational procedures. The role requires full proficiency in both banker and teller duties, including opening new accounts and accurately processing transactions. Additionally, the Supervisor is responsible for achieving deposit growth and new account goals, offering cross‑branch support as needed, and remaining accessible to answer questions and assist with escalations. Other duties may be assigned based on the evolving needs of the Bank.

The Retail Supervisor follows all bank policies, procedures, and compliance standards while remaining knowledgeable in bank products and services to effectively cross‑sell. They lead and support teller staff to ensure strong service and operational excellence, oversee daily teller operations for accuracy and consistency, and manage branch scheduling while conducting regular performance check‑ins. The Supervisor resolves customer escalations with professionalism and a solution‑focused approach, supports teller training across all branch locations, and performs banker and teller duties-including account openings and transaction processing. They are responsible for achieving deposit growth and new account goals, providing coverage and accessibility to support other branch offices as needed, and carrying out other duties as assigned.