Head Teller

Peoples Bank • Lexington, KY

3d

About The Position

The Head Teller is responsible for the day-to-day operations of the branch teller area and supporting the branch’s overall operational soundness. This role helps the branch achieve its goals by coaching and developing new and experienced tellers, teaching skills, expanding knowledge, and helping the Branch Manager communicate bank expectations and standards. The Head Teller can open deposit accounts, process teller transactions, sell bank products and services, assist customers with maintenance requests, and resolve customer service issues in accordance with bank policies. The role also identifies additional customer needs and refers customers to the appropriate business partner.

The position leads teller-line operations, including scheduling for proper coverage, referral goals, operational standards, and audit preparation. It supports the Branch Manager in ensuring successful audits, monitors performance, reports to management, and may assist with hiring teller-line staff. The Head Teller provides customer service, maintains customer confidentiality, handles complex teller transactions, resolves problems, and follows security, risk management, compliance, and training requirements. The role also makes weekly sales calls and records activities in Salesforce, maintains knowledge of bank products and services, meets scheduled working hours and Retail Branch Standards, and completes special projects as assigned.

Peoples Bank describes itself as a community bank with 130 full-service branches across Ohio, West Virginia, Kentucky, Virginia, Washington, D.C., and Maryland, along with Specialty Finance offices in Minnesota, Missouri, and Vermont. The bank highlights its community involvement and workplace awards. Its listed benefits include a 401(k) retirement plan with employer match, an employee stock purchase plan, education assistance programs including student loan and tuition paydown or reimbursement, paid vacation, and holidays.

Requirements

• High school diploma or GED.
• At least 1 year of related customer-service work experience.
• Ability to work in a fast-paced environment with accuracy and close attention to detail.
• Trustworthy and able to maintain confidentiality.
• 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 address and coach coworkers constructively.
• Client-focused approach and proven ability to work as part of a team.
• Daily access to flexible and reliable transportation.
• Ability to stand consistently while performing the role; bending or squatting may be required depending on branch setup.
• Ability to lift up to 25 pounds consistently.
• Ability to travel for internal education and meetings, which may involve overnight stays and several hours of travel, and to fill in at other branches as needed.
• Ability to meet scheduled working hours designated by the manager.

Responsibilities

• Lead by example and manage the day-to-day operations of the branch teller line.
• Schedule teller-line coverage, support referral goals, and oversee operational standards.
• Serve as the branch point person for audit preparation and help ensure the branch follows Standard Operating Procedures and passes audits.
• Educate branch staff about policy and procedure updates and changes.
• 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 friendly, helpful customer service and maintain the confidentiality of customer business.
• Initiate conversations to identify customer needs, refer customers to platform associates or other appropriate business partners, and meet established referral goals.
• Maintain balancing and error records in accordance with policy; identify and correct outages and seek help with difficult errors as needed.
• Receive cash and checks for deposit, verify deposit amounts, and examine checks for endorsement and negotiability.
• Process complex multi-step teller transactions.
• Define and offer solutions to problems, use organizational knowledge to identify resources, and follow up with customers, branch staff, or internal partners on resolutions.
• Follow security, risk-management, compliance, bank, and branch policies and procedures, and complete required training.
• Make weekly sales calls to clients or prospects by phone or accessible video conferencing systems and record activities in Salesforce.
• Maintain working knowledge of the bank’s products and services.
• Work scheduled hours designated by the manager, follow Retail Branch Standards including the dress code, and complete special projects as assigned.
• Travel to internal education and meetings, fill in at other branches as needed, and meet client needs through effective branch coverage.

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
• Paid holidays

What This Job Offers

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