Head Teller

Peoples Bank • Lexington, KY

21d

About The Position

The Head Teller oversees the day-to-day operations of the branch teller area and supports the branch’s overall operational soundness. The role helps the branch meet its goals by coaching and developing new and experienced tellers, teaching skills, expanding knowledge, and helping the Branch Manager reinforce bank expectations and standards.

The Head Teller may open deposit accounts, process teller transactions, sell bank products and services, assist customers with account maintenance, and resolve customer-service issues in accordance with bank policies. The role also identifies additional customer needs and refers customers to appropriate business partners. It is responsible for teller-line coverage and scheduling, operational standards, audit preparation, team coaching, performance monitoring, and customer service. The position must follow security, risk-management, compliance, and confidentiality requirements, complete required training, make weekly sales calls, and meet the manager-designated working schedule.

Requirements

• High school diploma or GED.
• At least 1 year of related customer-service work experience.
• Daily access to flexible and reliable transportation.
• Ability to work in a fast-paced environment with accuracy and close attention to detail.
• Trustworthy and confidential behavior.
• Proficiency in basic computer operations and standard applications, with the ability to learn and navigate job-specific software.
• Proficiency with Windows and Microsoft Office, including Word and Excel.
• Excellent verbal and written communication skills.
• Positive and professional attitude.
• Ability to coach coworkers.
• Client-focused approach and ability to work as part of a team.
• Ability to stand consistently while performing job duties; bending or squatting may be required to access night drops, coin machines, vaults, ATMs, and similar equipment depending on branch layout.
• Ability to lift up to 25 pounds consistently.
• Ability to travel for internal education and meetings, potentially involving overnight stays and several hours of travel, and to fill in at other branches as needed.
• Ability to meet scheduled working hours as designated by the manager.

Responsibilities

• Lead by example.
• Manage day-to-day branch teller-line operations, including scheduling for proper coverage, meeting referral goals, and overseeing operational standards.
• Serve as the branch point person for audit preparation based on Standard Operating Procedures; ensure the branch team follows procedures and inform the team of policy and procedure updates.
• Work with the Branch Manager to help the branch pass audits.
• Coach and develop teller-line staff and other team members.
• Monitor performance and report to management.
• May assist the Branch Manager with hiring branch teller-line staff.
• Provide superior customer service with a friendly demeanor, can-do attitude, and willingness to help.
• Maintain customer confidentiality and a position of trust and responsibility.
• Uncover customer needs, refer customers to platform associates, and meet established referral goals.
• Maintain balancing and error records in accordance with policy; identify and correct outages and seek assistance with difficult errors.
• Receive checks and cash for deposit, verify deposit amounts, and examine checks for endorsement and negotiability.
• Process complex, multi-step teller transactions.
• Identify and offer solutions to problems, use organizational resources, and follow up with customers, branch staff, or internal partners on issue resolution.
• Follow operational standards for security, risk management, and compliance.
• Complete required training on bank and branch policies and procedures.
• Make weekly sales calls to clients or prospects by phone or accessible video-conferencing systems to meet branch calling goals, and record activities in Salesforce.
• Maintain working knowledge of the bank’s products and services.
• Work the schedule designated by the manager to support branch and client needs.
• Adhere to Retail Branch Standards, including the dress code.
• Perform special projects as assigned.
• Travel to internal education and meetings, fill in at other branches as needed, and travel overnight when required.

Benefits

• 401(k) retirement plan with employer match.
• Employee stock purchase plan.
• Education assistance programs, including student loan and tuition paydown or reimbursement.
• Paid vacation and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED