Lead Teller / Universal Banker

About the Role

Merchants Bank, Winona, has an opening for a Lead Teller / Universal Banker. This role involves supervising and coaching Teller staff, completing various banking and financial transactions, account inquiries, and opening new deposit account relationships. You will provide exceptional customer service and proactively offer a range of banking products and services to meet customer financial needs.

Responsibilities

• Lead Teller Duties:
  • Provide work direction and supervision to Teller staff.
  • Independently respond to questions and resolve problems for all levels of tellers.
  • Onboard and train new tellers.
  • Prioritize conflicting demands and establish scheduling to accommodate staffing needs.
  • Resolve issues between tellers and other bank departments.
  • Monitor and enforce drawer levels, identify and resolve balancing issues.
  • Coach and mentor tellers, conduct performance reviews, and provide input on hiring and salary reviews.
  • Assist with compliance, branch, and security audits.
  • Serve as Vault Attendant and may act as branch security officer.
• Universal Banker Duties:
  • Open and maintain basic checking, savings, business accounts, IRAs, HSAs, and CDs.
  • Open, close, and maintain safe deposit boxes.
  • Engage in community and external sales activities.
  • Be proficient in Consumer Credit Card and ODP lending.
  • Conduct administrative duties at the branch level.
• Customer Service:
  • Ensure outstanding service for internal and external customers.
  • Process transactions efficiently and accurately.
  • Resolve customer issues promptly and escalate when needed.
  • Assist customers with internet banking, bill pay, e-statements, mobile banking, and other services.
• Relationship Building:
  • Build strong customer relationships to understand financial goals.
  • Foster long-term loyalty through relationship management.
  • Collaborate with internal teams and shared services areas.
• Sales and Business Development:
  • Meet or exceed sales targets for banking products.
  • Conduct outbound sales activities and follow up on opportunities.
  • Collaborate to achieve branch sales goals.
  • Promote bank products and inform customers of new services.
• Product Knowledge:
  • Maintain in-depth knowledge of bank products, services, and promotions.
  • Educate customers on product features and benefits.
  • Stay updated on industry trends and regulatory changes.
• Compliance and Risk Management:
  • Complete compliance training and certifications.
  • Process transactions in compliance with policies and regulations.
  • Adhere to security and fraud prevention measures.
• Operations:
  • Perform administrative tasks for account opening, maintenance, and closing.
  • Update central file information and submit customer workflow requests.
  • Review daily overdraft reports and comply with audit regulations.
  • Process financial transactions and maintain a balanced cash drawer.
• Teamwork:
  • Collaborate with team members for smooth branch operations.
  • Participate in community activities and promotional events.
  • Contribute to a positive working environment.

Requirements

• High school diploma or equivalent.
• Minimum 6 months of front-line banking experience, preferably as a Teller.
• Leadership or management experience preferred.
• Strong communication, interpersonal, and customer service skills.
• Flexibility to work varied shifts, including Saturdays.
• Ability to handle difficult customer situations and escalate when needed.
• Strong time management, math, and computer skills.
• Attention to detail and ability to follow regulatory guidelines.

Qualifications

• High degree of tact and professionalism.
• Demonstrated success in customer service and sales.
• Ability to multi-task and prioritize.
• Cash handling experience.
• Proficiency in computer systems and banking software.

Skills

• Strong communication and interpersonal skills.
• Customer service and sales expertise.
• Time management and multi-tasking abilities.
• Math and cash handling skills.
• Computer proficiency and regulatory compliance knowledge.

Schedule

This is a 40-hour per week position with varying hours to cover branch operations, including Saturday mornings.

Benefits

• Health, dental, life, disability, and vision insurance.
• Flexible spending accounts.
• 401(k) and ESOP retirement plans.
• Bonus plan.
• Paid time off.
• Tuition reimbursement.
• Voluntary supplemental insurance options.

Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans, and individuals with disabilities.