Head Teller

Peoples Bank • Huntington, WV

18d • Onsite

About The Position

The Head Teller is responsible for the day-to-day operations of the branch teller area and supporting overall branch operational soundness. The role helps the branch achieve its goals by coaching and developing new and experienced tellers, teaching skills, expanding knowledge, and assisting the Branch Manager with communicating bank expectations and standards. The position may 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 Head Teller also identifies additional customer needs and refers customers to appropriate business partners.

The role leads by example, manages teller-line coverage and scheduling, supports referral goals, oversees operational standards, and serves as the branch point person for audit preparation. It helps ensure the branch team follows procedures and understands policy updates, works with the manager to prepare for audits, coaches team members, monitors performance, and reports to management. The Head Teller delivers customer service, handles confidential customer information, processes complex teller transactions, resolves issues, supports sales outreach, and follows security, risk management, and compliance requirements. The role must work the schedule designated by the manager, adhere to Retail Branch Standards including the dress code, and may perform special projects as assigned.

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 handle confidential information.
• Proficiency with basic computer operations and standard applications, and ability to learn and navigate job-specific software.
• Knowledge of 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 duties; bending or squatting may be required depending on branch setup.
• Ability to lift up to 25 pounds consistently.
• Ability to travel for internal education, meetings, and coverage at other branches; travel may involve multiple hours and, in some circumstances, an overnight stay.
• Ability to meet the manager-designated work schedule.

Responsibilities

• Lead by example and manage the day-to-day operations of the branch teller line.
• Schedule teller-line staff to ensure appropriate coverage, support referral goals, and oversee operational standards.
• Serve as the branch point person for audit preparation in accordance with Standard Operating Procedures.
• Ensure the branch team follows procedures and educate team members about policy and procedure updates.
• Work with the Branch Manager to prepare the branch to pass audits.
• Coach and develop teller-line staff and others; monitor performance and report to management.
• May assist the Branch Manager with hiring teller-line staff.
• Provide friendly, helpful customer service and maintain the confidentiality of customer business.
• Identify customer needs, refer customers to branch 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 assistance for more difficult errors.
• Receive checks and cash for deposits, verify deposit amounts, and examine checks for endorsement and negotiability.
• Process complex, multi-step teller transactions.
• Define and offer solutions to resolve problems, use organizational knowledge to identify helpful resources, and follow up with customers, branch staff, or internal partners on issue resolution.
• Follow operational standards for security, risk management, and compliance, and complete required bank and branch training.
• Make weekly sales calls to clients or prospects by phone or accessible video conferencing to meet branch calling goals, and record activities in Salesforce.
• Maintain working knowledge of the bank's products and services.
• Work scheduled hours designated by the manager to support branch operations 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 circumstances require.

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.
• Additional benefits; details are available on the company benefits website.

What This Job Offers

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