Head Teller
On-siteTollesboro, Kentucky, United States
Job Summary
Manage the day-to-day operations of the branch teller line, including scheduling coverage, meeting referral goals, and overseeing operational standards. Process teller transactions, open deposit accounts, and handle complex multi-step tasks while verifying deposits and examining checks for endorsement. Coach and develop new and veteran tellers, teach new skills, and assist the Branch Manager with bank expectations and standards. Monitor performance, report to management, and prepare the branch for audits by ensuring the team follows updated policies and procedures. Initiate conversations to uncover customer needs, refer clients to appropriate partners, and make sales calls to meet weekly calling goals. Maintain balancing and error records, resolve customer service issues, and adhere to security, risk management, and compliance standards.
Required Qualifications
- High School Diploma or GED
- 1+ years related work experience in customer service
- Daily flexible and reliable transportation
- Ability to work in a fast-paced environment with a high degree of accuracy and close attention to detail
- Trustworthy and confidential behavior
- Proficient in basic computer operations and standard applications, with the ability to quickly learn and navigate job-specific software to perform daily tasks with accuracy and efficiency
- Proficient knowledge of Windows and Microsoft Office software (Word and Excel)
- Excellent verbal and written communication skills
- Positive and professional attitude
- Ability to address and coach co-workers to be better
- Client focused
- Proven Team Player
- Must be able to lift up to 25 lbs. consistently
- Must be able to travel to attend internal education and meetings, which in some circumstances, could include overnight stay and multiple hours of travel. Travel also required to fill in at other branches as needed
- Must be able to meet scheduled working hours as designated by manager to ensure effective functionality of the branch to meet client needs
- Responsible for meeting and adhering to Retail Branch Standards which includes dress code
- Role requires consistent standing to perform role. Bending or squatting may also be required to access night drops, coin machines, vaults, ATM, etc. based upon the branch set up
Desired Qualifications
- Ability to define and offer solutions to resolve problems. Uses knowledge of the organization to identify helpful resources. Will provide follow up to customer, branch staff and/or internal partner on resolution of issue(s)
- Maintain balancing and error record that is in line with policy and have the ability to find and correct outages and to enlist help as needed for errors that are more difficult
- Must have the ability to open deposit accounts, process teller transactions, sell bank products and services, assist customers with maintenance request, and resolve customer service issues in accordance with Bank policies
- Will be responsible for uncovering additional customer needs and referring them to the appropriate business partner
- Deliver superior customer service with a friendly demeanor, can-do attitude, and willingness to help at all times
- Maintain a position of trust and responsibility by keeping all customer business confidential
- Initiate conversations to uncover customer needs, referring customers to platform associates within the branch, and meeting established referral goals
- Make sales calls via phone or accessible video conferencing systems to clients and/or prospects on a weekly basis to meet calling goals of the branch while recording these activities in Salesforce
- Maintain a well-developed working knowledge of the complete line of products and services offered
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