Assistant Head Teller - Country Square Office

About the role

The Assistant Head Teller supports the Head Teller in providing leadership, guidance, and direction to the bank's teller staff to ensure outstanding customer service. This role is also responsible for training and developing teller staff to ensure they are knowledgeable about bank products and services.

Responsibilities

• Models Q2 Service and Sales programs with creativity and energy to achieve goals and meet or exceed quality standards.
• Takes initiative and serves as a positive example for teller staff.
• Supports the Head Teller in all Q2 initiatives.
• Builds customer relationships by representing QNB courteously, professionally, and confidentially while providing prompt, efficient, and accurate service.
• Evaluates customer needs through open-ended questions and refers customers to appropriate resources.
• Opens, closes, and services all types of deposit products, including processing loans.
• Provides exceptional customer service, leadership, conflict resolution, process improvement, and clear communication.
• Assists the Head Teller in supervising the teller area, including assigning work, answering questions, solving problems, and explaining policies and procedures.
• Oversees staff development, coaching, and cross-training to ensure productivity and customer service.
• Manages branch daily cash needs, including coordination of shipments to maintain overall branch cash limits.
• Performs branch functions requiring in-depth knowledge of transactions, policies, and procedures (e.g., ATM settlements, vault settlements, balancing cash drawers, and Teller Cash Recycler (TCR)).
• Oversees daily cash availability, ordering, and weekly shipments.
• Assists with vault oversight, daily auditing, reporting, and balancing processes.
• Ensures tellers comply with operating, regulatory, and security policies and procedures.
• Conducts audits of cash drawers, TCRs, vaults, ATMs, and branch logs per policy.
• Ensures adherence to prescribed schedules and operating policies.
• Trains and develops new and existing tellers on bank products, services, processes, and procedures.
• Runs the teller line in the absence of the Head Teller and opens/closes the branch as needed, including holidays and weekends.
• Completes assigned compliance training in a timely manner and applies it to duties and responsibilities.
• Participates in local volunteer and/or charitable organizations to support the community.
• Assumes additional job-related duties as requested.

Requirements

• High school graduate or equivalent.
• Basic reading, writing, arithmetic skills, and strong communication skills.
• Ability to stand for prolonged periods, if necessary.
• Minimum of 3 years of teller experience.
• Familiarity with the bank's products, services, lending policies, and guidelines.
• In-depth knowledge of branch transactions and compliance with government regulations, QNB policy, and security procedures.
• Strong product knowledge and ability to champion and coach Q2 Service and Sales, referrals, and product campaigns.
• PA Notary and Medallion Signature Certification as needed by the branch.
• Compliance with the S.A.F.E. Mortgage Licensing Act of 2008, including acceptable background investigation results.
• Successful completion of PBA courses as recommended by the Branch Manager (final grade of "C" or higher).
• Annual fulfillment of the Continuing Education/Training checklist.