Senior Teller

Mechanics Cooperative Bank; Bridgewater (MA); On-site; USD 55,000 - 75,000; Full time

Job summary

Mechanics Cooperative Bank is seeking a Senior Teller to oversee daily teller line operations, ensure compliance, and train staff on transactions and customer service. The role includes coaching tellers, meeting balancing standards, and supporting branch growth with relationship development.

The Senior Teller will also manage branch cash, assist with audits, and participate in ongoing training while ensuring security and policy adherence across the team.

Qualifications

• Extensive knowledge of teller operations and the Bank’s core system.
• Experience in developing customer relationships and selling bank products.
• Strong regulatory compliance knowledge (BSA/AML, etc.).
• Excellent problem-solving and decision-making abilities.
• Proficient with computers and strong math skills.
• Excellent oral and written communication.
• Ability to train and coach tellers.
• Ability to make on-the-spot decisions balancing customer satisfaction with risk.
• Ability to lift up to 20 pounds.
• Retail/sales experience or equivalent preferred.

Responsibilities

• Perform Teller duties as needed and maintain service quality.
• Greet customers and uphold a courteous service environment.
• Address customer concerns and seek timely resolutions.
• Adhere to Bank policies, procedures, and regulations.
• Develop and deepen customer relationships to support branch growth.
• Open and close branch duties as assigned.
• Act as custodian for cash vaults, coin machine, ATM, and recyclers.
• Manage branch cash limits and cash shipments.
• Support audit integrity, risk management and security.
• Prepare daily and monthly branch reports.
• Review teller work for accuracy and balancing standards.
• Conduct surprise drawer audits for policy adherence.
• Monitor over/short and provide feedback to Branch Manager.
• Maintain branch documents and retention; participate on committees.
• Perform Personal Banker duties as needed.
• Coach team to deepen customer relationships and deliver service.
• Assist in training new hires and supervise transactions when needed.
• Primary point of contact for teller policy inquiries; escalate when needed.
• Provide feedback after teller observations and skills practice.
• Announce company communications and policy changes as needed.
• Ensure adherence to security policies and report violations.
• Attend required training/meetings; may assist other branches.
• Possess valid driver’s license and auto insurance as required.
• May participate in Call Night sessions.
• Wear name tag showing first and last name.
• Have mobile phone for MFA and contact purposes.
• Perform additional duties as required.

Skills

Teller operations

Customer relationship building

Regulatory compliance knowledge

Problem solving

Decision making

Computer skills & math

Communication skills

Coaching tellers

Consumer lending understanding

Physical endurance (lift 20 lbs)

Job description

The Senior Teller is responsible for overseeing the daily operations of the teller line staff, while ensuring all compliance requirements are met. They are also responsible for training teller line staff to accurately process transactions in accordance with the Bank's policies and procedures, while coaching staff to provide exceptional customer service and recommend suitable products and services to customers.

Key Duties and Responsibilities:

• Perform Teller duties, as needed.


• Greet customers and establish a quality service environment by maintaining a friendly and courteous environment. Set standard for excellent customer service.


• Take ownership and address customer’s concern for resolution when the next level of authority is needed. Ensure that the necessary research is completed to bring about a positive resolution for the customer.


• Responsible for adhering to all applicable Bank policies, procedures, law, and regulations.


• Required to participate in and support the branch’s growth, by developing and deepening customer relationships.


• Perform opening and closing responsibilities for their assigned Branch location, as needed.


• Act as custodian for the branch’s Cash Vaults, Coin Machine, ATM, and Recycler(s).


• Manage and maintain Branch cash limits to the established guidelines, by facilitating cash shipments.


• Assist with ensuring audit integrity, risk management and the security of the branch.


• Prepare and complete daily and monthly branch reports.


• Review teller work for accuracy and ensure the staff’s balancing performance meets balancing standards.


• Perform surprise audits of individual teller drawers to ensure policies and procedures are adhered to.


• Review, monitor, and track teller over/short and exception reports and provides feedback to Branch Manager.


• Ensure that branch documents are maintained, indexed, easily retrievable, and proper retention is maintained for all documents.


• Participate on bank committees, as needed.


• Perform Personal Banker duties, as needed.


• Create a positive team environment by modeling appropriate behaviors.


• Coach team to deepen customer’s relationships, while delivering excellent customer service.


• Assist in training new hires.


• Perform supervisory functions as needed for reviewing and approving transactions.


• Act as primary point of contact for Teller inquiries regarding policies and procedures. Take ownership of any employee concerns and ensure they are addressed promptly and effectively. If necessary, escalnavigate to the next level of authority to achieve a positive resolution.


• Assist with conducting Teller observations and skills practice sessions; provide feedback to the Manager.


• Assist with announcing company communications and policy changes, as needed.


• Ensure all security policies and procedures are adhered to by staff.


• Ensure that security violations and BSA violations are sent to the Bank's Security Officer.


• Attend ongoing training and meetings as required.


• May be required to assist other branch locations, as needed.


• Must have a valid driver’s license, vehicle registration and automobile personal liability insurance.


• May be required to attend and participate in Call Night sessions.


• Must wear a name tag which displays first and last name.


• Must have possession of a mobile phone required to perform multifactor authentication on system applications and as a method of contact.


• Perform additional duties as required.

Knowledge, Skills & Abilities:

• Thorough knowledge of teller operations and the Bank’s core system.


• Thorough knowledge of Mechanics Cooperative Bank's products and services, including Bank’s business partners.


• Ability to develop and deepen customer relationships by recommending appropriate products and services to customers.


• Strong compliance and Federal Regulation knowledge and understanding.


• Good problem-solving and decision-making abilities.


• Knowledge of basic computer functions and strong math skills.


• Good oral and written communication skills.


• Ability to cultivate a strong working environment by coaching and training tellers on key accountabilities and tasks.


• The ability to make sound decisions. This may include making on-the-spot decisions regarding customer transactions; weighing customer satisfaction issues with the Bank exposure to loss or fraud and the ability to think through and rationalize decisions.


• Thorough understanding consumer lending products.


• Must be able to lift twenty pounds.


• Retail/sales experience or equivalent work experience preferred.