Head Teller

About the role

Responsible for coordinating customer service functions within the branch, including monitoring customer flow, operating the teller drawer, researching and resolving complex customer service matters, and ensuring operational excellence and compliance within the branch.

Responsibilities

• Supervise the operations of teller functions which includes establishing staffing schedules, performing audits, providing input to employee performance evaluations, and monitoring compliance.
• Provide prompt, professional customer service to customers and prospective customers.
• Operate the teller drawer and perform advanced, specialized teller functions including researching cash discrepancies, and handling complex customer transactions.
• Work to understand the root causes of complex customer service issues and identifies and implements resolutions.
• Maintain a working knowledge of banking products and promotions.
• Accountable for achievement of defined sales and service goals.
• Perform regular audits of teller activities maintaining signed records.
• Responsible for vault transactions and balancing vault and ATM.
• Responsible for performing accurate transactions, balancing each day, and verifying cash totals.
• Scan daily proof work to the remote capture machine.
• Identify customer needs, cross-sell and up-sell opportunities, and makes referrals within the branch.
• Ensure adequacy of currency and coin supply.
• Provide backup support to other branches as needed.
• May provide assistance and training to other colleagues and serve as a mentor.
• May perform all sales and service functions of the branch as needed.
• PRACTICES ETHICAL SALES BEHAVIORS IN ACCORDANCE WITH THE BANK’S CORE VALUES OF INTEGRITY AND HONESTY. ALWAYS ACT IN THE BEST INTEREST OF THE CUSTOMER WHEN OFFERING ADDITIONAL PRODUCTS AND SERVICES.

Requirements

• Ability to perform accurate transactions.
• Successful completion of Teller training program and passing score on training post-test.
• Demonstrated commitment to customer service excellence and the ability to meet or exceed sales and service objectives.
• Highly motivated team-player with ability to develop and maintain collaborative relationships.
• Strong written and verbal communication skills.
• Intermediate PC proficiency.
• Intermediate proficiency in Google Docs and Microsoft Office products.
• Industry And Work Experience: 3 or more years of customer service experience required. 2 or more years of teller experience or equivalent cash handling experience required. 1 year of retail banking experience required. Supervisory experience preferred.
• Academic: High school diploma or GED required. Bachelor’s degree in finance or related field preferred.

Qualifications

• Required Knowledge, Skills And Competencies: Ability to perform accurate transactions.
• Required Knowledge, Skills And Competencies: Successful completion of Teller training program and passing score on training post-test.
• Required Knowledge, Skills And Competencies: Demonstrated commitment to customer service excellence and the ability to meet or exceed sales and service objectives.
• Required Knowledge, Skills And Competencies: Highly motivated team-player with ability to develop and maintain collaborative relationships.
• Required Knowledge, Skills And Competencies: Strong written and verbal communication skills.
• Required Knowledge, Skills And Competencies: Intermediate PC proficiency.
• Required Knowledge, Skills And Competencies: Intermediate proficiency in Google Docs and Microsoft Office products.
• Required Knowledge, Skills And Competencies: Industry And Work Experience: 3 or more years of customer service experience required. 2 or more years of teller experience or equivalent cash handling experience required. 1 year of retail banking experience required. Supervisory experience preferred.
• Required Knowledge, Skills And Competencies: Academic: High school diploma or GED required. Bachelor’s degree in finance or related field preferred.