Head Teller

Customers Bank•Wyomissing, PA

12d

About The Position

The Head Teller serves as a key front-line leader and one of the most visible roles within the branch. In addition to performing complex transactions and delivering “Memorable Experiences” to our customers, the Head Teller is responsible for providing daily oversight, guidance, and support to the teller team. This role ensures operational excellence, maintains branch cash controls, and models the highest standards of customer service. The Head Teller helps create a welcoming environment by getting to know customers, recognizing faces, and remembering names—helping reinforce our relationship-driven service model.

Requirements

Bank teller or retail banking experience preferred.
Minimum 3 years of customer-facing experience, with prior cash-handling experience strongly preferred.
High School Diploma required.
Demonstrated leadership abilities or experience overseeing team members is a plus.
Outstanding interpersonal skills with a strong desire to deliver exceptional customer service.
Ability to understand and adhere to security, compliance, and dual-control procedures while maintaining strict confidentiality.
Strong attention to detail and ability to multitask in a fast-paced environment.
Effective time-management skills to meet daily operational and service demands.
Ability to recognize customer issues through active listening and escalate when necessary.
Proficiency in MS Office Suite
Calculator/Adding Machine
Multi-Function Printer
Basic knowledge of core banking systems (preferred)

Responsibilities

Provide daily direction, coaching, and support to tellers to ensure efficient handling of customer transactions and service needs.
Serve as the first point of contact for teller questions, complex transactions, and operational issues.
Review and verify the work of tellers; assist in resolving cash drawer discrepancies or transaction-related issues.
Participate in training new tellers and reinforcing adherence to policies, procedures, and service standards.
Monitor teller performance and workflow to ensure timely, accurate, and customer-focused service.
Perform all teller responsibilities at an expert level while modeling superior service for the team.
Maintain and monitor branch cash levels within established policies; oversee balancing and maintenance of the vault, ATM, and cash recyclers (if applicable).
Record daily cash balances, verify totals, and ensure dual-control procedures are followed at all times.
Complete daily, monthly, and quarterly operational reports and audits accurately and promptly.
Conduct daily research on accounts and documentation to ensure compliance with all regulations, internal policies, and audit standards.
Deliver exceptional customer service by actively engaging customers, building rapport, and creating memorable experiences.
Resolve difficult or escalated customer situations quickly and professionally.
Assist customers with account opening, maintenance, inquiries, and general banking support.
Identify customer needs and cross-sell or refer financial products and services to the appropriate internal partners.