Lead Teller / Universal Banker

Merchants Bank•La Crescent, MN

3d•$26 - $31•Onsite

About The Position

Merchants Bank in La Crescent is hiring a full-time Lead Teller / Universal Banker for an onsite role. The position is 40 hours per week, with hours that vary to cover branch operating hours, including a Saturday morning rotation. Occasional shifts may be assigned at nearby branches, and the role may involve meetings at other bank locations and participation in community or promotional events, including some evenings and weekends as requested. The position combines teller leadership with universal banking duties. The employee serves as an onsite team leader for teller functions, providing work direction, coaching, onboarding and training, scheduling support, problem resolution, and oversight of teller balancing and drawer levels. The role also serves customers with transactions, account inquiries, deposit-account and safe-deposit-box services, and product recommendations. The Lead Teller / Universal Banker is expected to deliver exceptional customer service, build lasting customer relationships, support sales and business development, and help prevent fraud while following bank policies, procedures, and regulatory requirements. The role reports directly to the Universal Banking Manager or Retail Banking Manager. The work takes place in a climate-controlled indoor environment with low noise and no environmental hazards or chemicals. It requires extensive computer use, regular sitting and standing, and occasional lifting or moving of up to 35 pounds.

Requirements

High school diploma or equivalent.
At least 6 months of frontline banking experience; teller experience is preferred.
Strong communication and interpersonal skills, tact, and professionalism.
Strong customer service skills and experience, including the ability to handle difficult customer situations.
Demonstrated success working onsite and adhering to a work schedule.
Flexibility to work varied shifts and hours, including Saturdays.
Strong time management, multitasking, and prioritization skills.
Strong math skills and cash-handling experience.
Strong computer-system proficiency and the ability to learn and follow regulatory and compliance guidelines, policies, and procedures.
Strong attention to detail.
Ability to use sound judgment, intuition, and common sense; follow instructions and procedures; communicate professionally and clearly; and escalate matters when needed.
Ability to recognize concerns about coworker or customer behavior and speak up.
Genuine interest in engaging customers to identify and address their needs and offer appropriate products and services.
Ability to regularly sit and stand, occasionally lift or move up to 35 pounds, and perform extensive work on a computer system.

Nice To Haves

Teller experience.
Leadership or management experience.
Sales experience.

Responsibilities

Provide work direction and supervision for teller staff, independently answering questions and resolving issues.
Onboard, train, coach, and mentor tellers; respond to basic HR matters and conduct performance reviews for assigned staff.
Help establish staff schedules to meet branch staffing needs and resolve issues between tellers and other bank departments.
Monitor teller drawer levels, identify and resolve balancing issues, and serve as a vault attendant; may act as branch security officer.
Provide input to teller hiring and salary review processes and assist with compliance, branch, and security audits.
Open, close, and maintain personal and business deposit accounts, including checking and savings accounts, IRAs, HSAs, and CDs.
Open, close, and maintain safe deposit boxes.
Assist customers with banking transactions, account inquiries, internet and mobile banking, bill pay, e-statements, telephone banking, and related services.
Process deposits, loan payments, check cashing, withdrawals, night deposits, cashier's checks, and money orders; maintain a balanced cash drawer and adequate cash and coin supplies.
Provide personalized, consultative customer service; identify customer needs, resolve concerns, and escalate issues when appropriate.
Build and maintain customer relationships and loyalty, and develop effective working relationships with coworkers and shared-services employees.
Meet or exceed individual sales targets, conduct directed outbound sales activities, contribute to branch sales goals, and promote bank products and services.
Maintain current knowledge of bank products, services, promotions, industry trends, regulatory changes, and competitive offerings; educate customers about product features, benefits, and terms.
Complete required compliance training and certifications; follow bank policies, procedures, controls, and regulations, and protect customer information and bank assets.
Support fraud prevention, communicate relevant legal and fraud information, and collect privacy codes or security words and update customer contact details as needed.
Perform account opening, closing, maintenance, documentation, central-file updates, compliance forms, and customer workflow or task requests.
Review the daily overdraft report to proactively contact customers and comply with audit and security requirements for the work area and branch.
Perform administrative and operational branch duties as needed, accept cross-training for additional duties, and complete other assigned duties.
Attend occasional meetings at bank locations and participate in community activities, trade shows, promotional events, marketing activities, and external customer meetings as requested.
Collaborate with team members, respond to supervisory guidance, contribute to a positive work environment, and maintain regular, dependable, on-time attendance.
Organize work and maintain a neat, orderly work area while providing customer service.