Head Banker- Plattsburgh

Arrow Bank NA•Plattsburgh, NY

5d•$21 - $24•Onsite

About The Position

The Head Banker is the key frontline leader at the U.S. Avenue office, responsible for delivering an exceptional customer experience and overseeing teller line operations and daily branch activity. The role combines advanced customer service, operational oversight, problem solving, team support, and guidance to ensure efficient, accurate, and compliant service delivery. The Head Banker serves as a primary resource for customers and team members on the teller line, resolving complex inquiries, ensuring accurate teller and branch cash limits, supporting transaction processing, maintaining operational integrity, and guiding adherence to policies, procedures, and regulatory requirements. The position also fosters customer relationships by identifying needs and recommending products and services, contributes to sales and referral goals, and supports account opening, wire processing, debit card orders, and other customer transactions as appropriate.

Requirements

Strong written and verbal communication skills in English, with the ability to communicate confidentially, clearly, professionally, and confidently with customers, internal partners, management, and other stakeholders.
Demonstrated commitment to high-quality customer service and a courteous, patient, and professional demeanor.
Strong attention to detail and problem-solving skills, with the ability to follow procedures.
Ability to manage multiple tasks simultaneously while remaining aware of surroundings and priorities.
Sound judgment, discretion, and a high level of integrity when handling confidential information.
Proficiency in Microsoft Office applications, including Word, Outlook, and Excel, and ability to learn and use department-specific systems and software.
Ability to remain stationary, often standing, for prolonged periods.
Ability to repetitively use a telephone, computer mouse, and keyboard for extended durations.
Ability to move, lift, and carry cash bags, coin boxes, and branch equipment weighing up to 30 pounds.
Ability to travel to various branches as needed by car, public transportation, or other reasonable means.
Ability to participate in a rotational Saturday schedule.

Nice To Haves

Associate’s degree or equivalent experience preferred.
Three years of experience in banking, customer service, cash handling, or retail sales preferred.
Bilingual ability is a plus.

Responsibilities

Process transactions accurately and efficiently; follow cash-handling procedures; balance the cash drawer; adhere to cash limits; and buy and sell currency from the vault.
Field incoming customer service calls using knowledge of company operations, products, services, and programs.
Identify opportunities to provide additional products or services and generate client referrals.
Answer account and banking questions, including questions about interest rates, service charges, and account histories, while complying with disclosure requirements, regulations, and consumer privacy policies.
Prevent and detect fraud by identifying counterfeit currency and monetary instruments, including cashier’s checks, money orders, and domestic and international wire transfers; verify customer identity and follow check-cashing and dual-control procedures.
Perform daily ATM reconciliation and maintenance and process night depository bags under dual control as assigned.
Protect customer and company resources by following security requirements, including branch opening and closing protocols and safety procedures.
Provide key support to Banker I and Banker II employees as a peer mentor and subject matter expert for complex customer service inquiries and transactions.
Prepare and submit assigned monthly reports and ensure reports and logs are completed on time.
Open basic customer accounts, such as checking and savings accounts, and order debit cards as appropriate.
Maintain current knowledge of and adhere to applicable federal regulations and company policies and procedures.