Head Teller/Universal Banker
Position Summary
The purpose of this position is to ensure customer satisfaction and quality service by adhering to Guaranty Bank's policies and standards through supervising, coaching, and providing ongoing training to the other tellers. The Universal Banker plays a key role in providing retail banking services and products to bank customers. The Universal Banker is "Guaranty Bank" to retail customers. In addition to performing a variety of tasks associated with transacting customer requests and verifying the completeness of retail banking transactions, the Universal Banker is in the prime position to develop new business opportunities with current and potential customers.
Essential Functions-Primary Responsibilities and Accountabilities (90%)
Relationship and Business Development (40%): Provide exceptional customer service, efficiently and tactfully, to assure customer satisfaction; performs all paying and receiving teller functions; overall responsibility for the branch’s safekeeping of any of its cash or cash items; receives and processes night deposit bags; assists in soliciting new loans and deposits; opens main vault and night deposit vaults daily; opens, balances, and replenishes ATM or assigns the appropriate tellers; provides backup for Branch Manager and Personal Bankers when they are busy or out of bank; assists with teller balancing as needed; provides services to existing customers; answers customer inquiries; initiates and follows-up research requests; assists with entry/departure to safe deposit boxes; responsible for training of new tellers; responsible for periodic unannounced cash counts of all teller drawers; works knowledge of debits and credits; proficient in Teller Pro in order to help with balancing and corrections; supervises tellers and coordinates the assignment of tellers; assists with teller balancing as needed; provides services to existing customers; answers and assists incoming callers with questions and requests, routes callers appropriately; receives incoming bank visitors and assists in directing them appropriately.
Customer Service (30%): Assist customer inquiries and requests regarding current accounts; assist with questions or concerns regarding current accounts, products, services, or transactions; assist with additional services and products such as online banking, mobile banking, remote deposit capture, other deposit systems, safe deposit box access, ATM, and debit card requests; perform traditional teller functions as needed by accurately processing checking and savings deposits, withdrawals, loan payments, bonds, etc.; answer basic customer inquiries regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies; answer and assist incoming callers with questions and requests, route callers appropriately; receive incoming bank visitors and assist in directing them appropriately.
Branch Operations/Ownership (20%): Record all transactions promptly, accurately, and in compliance with bank procedures; balance and replenish cash in ATM; weekly cash ordering; balance drawer daily, investigates and resolves out-of-balance conditions; sell prepaid travel and gift cards; maintain log and inventory; buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded; maintain appropriate currency logs, maintain target cash daily, balance Vault daily; sort and distribute work from other offices, process mail and night depository transactions; operate computer, telephone, copier, and other bank equipment; ensure bank is in compliance with federal banking regulations including, but not limited to Bank Secrecy Act, OFAC, Community Reinvestment Act, American with Disabilities Act, Right to Financial Privacy Act, Gramm-Leach-Bliley Act, the Federal Reserve’s “lettered” regulations, and Head Teller/Universal Banker roles and responsibilities relating to each act; ensure complete customer understanding of rates and FDIC insurance for depository accounts.
Additional Functions-Secondary Responsibilities and Accountabilities (10%)
Additional Task Statement(s): Work overtime, as needed; follow all bank policies and procedures; provide assistance to other departments as needed; perform other duties that may be assigned and requested.