Branch Teller Lead

NORTHWESTERN BANK•Altoona, WI

1d•Onsite

About The Position

This full-time position will be regularly scheduled to work Monday through Friday at our River Prairie Branch, and 1 -2 Saturdays (8:45 am to 11:00 am) per month at our Chippewa Falls location. This position is responsible for guiding deposit staff members, composing the schedule, conducting one-on-one conversations, completing performance reviews and assisting with the hiring process. This position will also be actively waiting on and serving our customers in a friendly, accurate, and efficient manner, while balancing on a daily basis. Branch Teller Lead Position Summary: Serves the transaction processing needs of Bank customers in a friendly, efficient, professional and accurate manner. Identifies the needs of customers and informs them of Bank services which meet those needs. Maintains and balances a cash drawer on a daily basis. Performs advanced/complex transactions, assists with training new tellers, performs customer service representative duties as needed.

Requirements

The ideal applicant will have previous bank experience, be detail oriented, have an outgoing personality, excellent written, verbal, and interpersonal skills, professional demeanor and will exemplify our Core Values of deliver an exceptional experience, shine through service, lead with integrity, create positive impact, and foster genuine relationships.
Must have earned or be in the pursuit of a high school diploma or equivalent program.
Must possess: friendly, courteous and professional customer service attitude; basic mathematical skills (add, subtract, multiply, divide, fractions, percents, decimals); technical ability to input and retrieve computerized information; excellent verbal communication skills for interacting professionally with customers (in both pleasant and difficult situations) and relating to other employees; ability to maintain the integrity of highly confidential customer and Bank information; legible handwriting; ability to deal effectively with time pressures and stress that can change hourly depending on level of customer activity; ability to carry coin (weighing up to approximately 50 lbs.) and stand for prolonged periods (up to all day).
May need to bend, stoop, and lift to move office materials, retrieve files, and do light janitorial duties.

Nice To Haves

Previous customer service-related and supervisory experience preferred.

Responsibilities

May train new tellers on teller function policies and procedures.
Handles particularly complex customer transactions.
Assists other tellers with troubleshooting problem situations.
Serves customers with their accounts by completing a variety of transactions according to Bank policy and procedure.
Accepts and processes deposits, withdrawals, transfer money, cash checks and bonds, fills coin/currency orders.
Accepts loan payments, and utility payments.
Process the purchase of money orders, gift cards and cashier checks.
Buys and sells Canadian currency.
Processes cash advances.
Enters transaction information into computer and prints receipts for customer giving cash back when appropriate.
Transactions may be completed over the telephone.
Responsible for Customer Service job duties: Assisting customers with maintaining their accounts, answering any questions, advising customers of services to better meet their needs, processing stop payments, setting up automatic deductions, as needed, etc.
Account opening and/or closing for personal, business checking and savings
Assisting customers with the setup of online banking products, including but not limited to Mobile app, bill pay, mobile deposit, Zelle, Card Valet and electronic statements
Processing and/or verifying incoming and outgoing wires, domestic and international
Ordering checks for Customers and providing back-up with weekly and monthly maintenance of Deluxe products and reporting
Redeeming Savings Bonds
Notarizing documents as needed
May scan work to Proof throughout the day with a daily cash sheet at end of day.
Opens, processes and records night deposits.
Processes mail transactions, telephone transfers and credit card advances.
Cash in savings bonds.
Prepares a daily activity summary for deposits.
Balances cash drawer according to accepted procedure.
Notifies supervisor if there are problems or concerns.
Counts cash and runs coin counter as needed, maintains adequate supply of cash on hand.
May need to strap cash, roll coin, and sort out mutilated money.
Tellers are expected to have no or only minimal variations in cash drawer.
Professionally promotes and sells additional Bank services.
Recognizes additional customer needs and refers to appropriate department for assistance.
Responsible for ordering, selling, and verifying funds from Thillens.
May be required to order gift cards and related supplies, and keep records.
May be responsible for balancing vault cash and coin machine according to established procedures.
May be responsible for balancing money order machine at end of day.
May be responsible for balancing vault cash and coin machine (inside and drive-up) according to established procedure.
May be responsible to assist tellers in looking for bank offages and to keep track of teller offages for each calendar year.
May be responsible for maintaining and balancing ATM machine.
Performs opening and closing duties according to established schedule and procedures.
Knows and strictly follows all security and internal control procedures.
Notifies supervisor immediately of any suspicious activity or questionable transactions.
May have responsibility for location security duties including enabling security system and opening and closing vaults.
May assist customers with safe deposit box requests.
Opens and closes safe deposit box accounts, processes payments and other billing activities, etc.
Timely completion of required online training courses
May be required to balance and OFAC cashier checks
May need to request or order supplies from Main Bank or other vendors
May need to occasionally test alarms on vault, night deposit, and hand-held devices
May need to clean coin and currency counters and image scanners
Will create teller schedules and approve time cards.
May perform quarterly cash surprise counts and verify bait money.
Supervises employees reporting to this position
Sets a good example and makes the time to communicate with their direct reports regularly (individually and as a group)
Seeks the input from direct reports on issues affecting their areas of responsibility
Delegates responsibility to their direct reports, where appropriate.
Establishes formal means of accountability, provides clear direction, advises of job responsibilities, conducts regular performance appraisals
Counsel employees on conflict resolution and performance issues or concerns, provides training/advice/coaching where appropriate
Initiates disciplinary actions where necessary and according to procedure
Fully understands, embraces, represents and perpetuates the Northwestern Bank culture. Supervisors must actively support the Mission, Vision and Core Values of the Bank and transfer by example, action, and deed the Bank’s culture to all employees.
May perform general office duties including answering/transferring phone calls, preparing incoming/outgoing mail, making copies, requesting maintenance service, etc.
May need to perform light janitorial duties including, dusting, vacuuming, wet mopping, and light shoveling
Attends teller and other staff and training meetings as required.
Other duties as may be necessary to fulfill the responsibilities of this position.