Sr. Teller

About the role

The Senior Teller supports the branch by providing exceptional customer service, overseeing complex transactions, and mentoring less experienced team members. This role serves as a point of escalation for transactional and customer service issues while ensuring accuracy and compliance in all financial activities. As a trusted resource within the branch, the Senior Teller fosters positive customer relationships and contributes to a collaborative team environment.

Responsibilities

• Provide excellent customer service by assisting with inquiries, resolving issues, and ensuring a welcoming environment for all customers.
• Act as a role model for team members by demonstrating professionalism, efficiency, and a customer-first attitude.
• Serve as a point of escalation for complex customer issues, working with other departments to resolve them effectively.
• Educate customers about bank products and services, identifying opportunities to cross-sell or upsell based on their needs.
• Mentor and train less experienced tellers, offering guidance on customer service standards, cash-handling accuracy, and operational procedures.
• Process deposits, withdrawals, check cashing, loan payments, and other routine transactions accurately and efficiently.
• Support tellers during peak hours or when resolving transaction discrepancies, ensuring compliance with policies and procedures.
• Ensure adherence to bank policies, fraud detection protocols, and cash-handling procedures.
• Balance personal cash drawer and assist with monitoring overall cash levels during shifts to support branch cash handling accuracy.
• Identify opportunities to deepen customer relationships by cross-selling or upselling additional products and services.
• Aid in maintaining branch supplies and ensuring customer-facing materials are up-to-date.
• Maintain knowledge of bank policies, procedures, and industry trends to safeguard customer information and mitigate risks.
• Participate in branch-specific tasks, such as ATM balancing or night deposit processing, as assigned.
• Maintain a clean and organized workstation and support administrative tasks as directed.
• Collaborate with the Branch Manager, Operations Manager, and other team members to achieve branch goals and maintain a positive team culture.
• Provide feedback and coaching to improve team performance and ensure consistent delivery of exceptional service.
• Assist with procedural guidance when needed.
• Support the branch during special projects, system updates, or procedural changes.

Qualifications

• Minimum Education Level: High School Diploma
• Prior Experience: Some experience in retail sales and customer service functions a plus.
• Skills: English: Written: Fluent; Verbal: Fluent; Combination of Experience and Education can meet the job requirements: Yes; Computer/Systems Knowledge Requirements: Basic to Intermediate Required: Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone; Required: Ability to respond effectively to the most sensitive inquiries or customer complaints; Required: Ability to manage multiple tasks, projects, and deadlines simultaneously; Required: Strong organizational skills with a willingness to adapt to change as needed in a fast-paced environment; Additional Languages: Korean preferred

Benefits

The salary range for this full-time position is $18.50 - $19.71 hourly + bonus + benefits. Salary ranges are determined based on qualifications, level, and location. Exact compensation may vary based on your skills and experience.