Head Teller (72475)

SOUTHEAST BANK•Cleveland, TN

4d•Onsite

About The Position

Be the primary frontline contact for consumer banking and problem resolution. Oversee teller operations functions and provide guidance and supervision for frontline staff. Provide superior customer service to Bank customers and assist in operations. Handle customer transactions, cross-selling of SouthEast Bank products. Balance currency, coin, and checks in cash drawers at end of business day, and calculate daily transactions. Assist Branch Manager with scheduling and problem resolution as needed.

Requirements

High school diploma or equivalent, required.
Cash handling or sales experience, preferred.
Prior Customer Service experience, preferred.
Prior leadership role, preferred
Ability to operate office equipment, telephones, and computers
Ability to communicate fluently in English, in person, in writing, and on the computer
Ability to hear, speak, and understand verbal communication
Ability to read, write, count, and perform basic math functions
Ability to move head, shoulders, neck, and arms freely (e.g. operation of office equipment)
Ability to use manual dexterity and fine manipulation for operating a keyboard, using equipment, filing, etc.
Ability to lift up to 10 pounds, grasp, reach, and pull
Ability to think, remember, learn new information, and apply cognitive data to job functions
Ability to assess and concentrate on mental and physical job tasks to see them to completion
Ability to work with others to share information and solve problems

Nice To Haves

Cash handling or sales experience
Prior Customer Service experience
Prior leadership role

Responsibilities

Oversee branch operational functions, such as approving transactions, cash control, branch limits, internal control, and Monthly Branch Review.
Demonstrate and ensure competency and compliance with all Teller application transactions and processes.
Ensure that all Tellers are aware of, and participating in, achievement of service and sales goals.
Assist with branch reviews, scheduling, and other leadership matters as directed.
Open, set timers, and close the vault utilizing dual control.
Conduct check verifications requested by third parties.
Order currency for the vault for bank use, as directed.
Clear the cash items as reported by the Operations department as directed.
Coordinate ATM and night deposit balancing and maintenance as directed.
Be a primary contact for consumer banking, proactively learning about our customers and their needs, and providing a knowledgeable point of contact.
Represent the Bank positively, courteously, and with the greatest concern for the customer’s interest.
Be friendly. Smile when dealing with customers.
Reserve personal concerns for personal time away from the Bank.
Assist customers with opening, maintaining, and closing accounts.
Recommend services that will meet the customer’s needs and increase SouthEast Bank’s service base.
Assist customers with questions and problems on checking and savings accounts.
Locate appropriate information and help resolve concerns.
Receive and handle or transfer calls to the Bank.
Assist Deposit Operations with account research, resolution, and maintenance.
Process return items and forms as necessary.
Ensure that transactions, balancing, receiving cash, and other functions are performed with dual control and/or all proper authorization.
Cash checks and pay out money after proper identification has been acquired, verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds.
Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
Examine checks for endorsements and to verify other information such as dates, bank names, identification of the person(s) receiving payments and the legality of the documents.
Enter customers' transactions into computers to record transactions and issue computer-generated receipts.
Consult Branch Management for corrections.
Place stops or holds on customers accounts as necessary.
Prepare and verify cashier's checks.
Receive mortgage, loan, or other bill payments, verifying payment dates and amounts due
Process transactions such as funds transfers, term deposits, retirement savings plan contributions, automated teller transactions, night deposits, and mail deposits.
Assist customers with access to lock boxes as needed.
Count currency, coins, and checks received, by hand and/or using currency-counting machine, to prepare them for deposit or shipment to branch banks or the Federal Reserve Bank.
Identify transaction mistakes when debits and credits do not balance.
Explain, promote, or sell products or services such as money orders, and cashier's checks, using computerized information about customers to tailor recommendations.
Cross-sell bank products and services based on customer needs, in accordance with the bank’s program standards.
Conduct call-backs to external check printing companies to verify customer information.
Direct customers to other Bank staff as necessary to facilitate interactions.
Set an example for your team by demonstrating a strong work ethic, competency in your job, adherence to policies and procedures, commitment to training, and alignment with the company’s culture and strategies.
Manage your assigned staff to meet the needs of the company and your department. Management functions include hiring, training, developing, assessing performance, counseling, directing work, prioritizing tasks, terminating, and other administrative functions, such as time, attendance, staffing, scheduling, leave, etc.
Know, understand, and teach the policies, procedures, and guidelines that impact your work and your team.
Be proactive in addressing and working through unclear or inconsistent procedures.
Communicate with appropriate management and ask questions to clarify uncertainties.
Build and nurture efficient, productive, positive teams.
Ensure that communication is clear, active, constructive, and appropriate.
Ensure that each Team Member understands their role and maintains accountability for work and group production.
Create a respectful, professional working environment that is free from harassment, discrimination, gossip, negativity, retaliation, bullying, and other elements that can damage work and relationships.
Actively engage with leaders in other departments and throughout the company to promote perspective, learning, understanding, and efficient, productive workflow within the Bank.
Communicate with senior and executive leaders regularly to build/maintain relationships and share information.
Work with HR to address concerns, deficiencies, compensation, recruiting and hiring needs and processes, work errors, team issues, questions, personnel laws (e.g. ADA, FMLA, FLSA, etc.), reporting and handling situations, etc.
Review the Bank’s information security guidelines regularly and avoid activity that could expose the Bank to malware, scams, and fraud.
Follow all guidelines for securing your accounts, access, systems, and information.
Be proactive in identifying threats to information security and relay concerns to the information security team.
Diligently protect confidential information and assist the Bank in ensuring that all confidential and sensitive information is handled appropriately.
Maintain an active awareness and understanding of policies, procedures, designated authorities, regulations, and laws, including but not limited to, the Bank Secrecy Act, Anti-Money Laundering Act, Red Flags, Consumer Privacy, Fair Lending, other applicable lending laws, etc. Follow these at all times.
Communicate openly with supervisors and other management about policies, procedures, work conduct, and job functions.
Ask questions to clarify any uncertainty when issues arise.
Address with your supervisor questions about suspected violations of policy and procedure, and other laws and guidelines, as outlined in the Code of Conduct, including but not limited to Bank Secrecy Act, Anti-Money Laundering Act, lending laws, etc.
Participate in training sessions and policy updates as necessary.
Assist with coordination of scheduling as appropriate.
Maintain focus and professionalism at work; reserve personal matters for personal time.
Be teachable, flexible, manageable, approachable, and helpful.
Work scheduled and other needed hours at the designated location(s).
Assist Management with scheduling and other issues as directed.
Accept additional work as needed and assist other managers or Team Members as needed.
All Team Members should provide consistently positive, effective, helpful service to all customers, both internal and external.
Management or Bank policy may revise, delete, or add responsibility as necessary.