Lead Teller

Northeast Bank•Bangor, ME

6d•$24 - $28

About The Position

The Lead Teller is responsible for the daily operations of the Banking Center and all activity behind the teller line. The role provides day-to-day leadership, guidance, coaching, transaction support, and problem resolution to Tellers, Senior Tellers, and Float Tellers; manages workflow and coverage; and ensures transactions are accurate, efficient, secure, and compliant with Bank policies and applicable regulations. The Lead Teller assists customers, resolves complex service needs, coaches team members on service quality and referral opportunities, and participates in sales and relationship-building activities that support deposit growth, customer retention, and primary checking relationships. The role completes and oversees most assigned annual compliance and audit tasks and supports the Banking Center Manager in maintaining operational excellence, sound controls, and a consistent customer experience.

Requirements

High school diploma or equivalent.
Two or more years of relevant experience in banking, financial services, retail, hospitality, or a related customer-facing environment with cash handling.
Ability to provide day-to-day leadership, set priorities, coordinate workflow and coverage, and coach others through observation and feedback.
Strong knowledge of banking operations, transaction controls, cash handling, balancing, fraud prevention, security procedures, and customer service practices.
Ability to learn and apply Bank policies, applicable regulations, compliance requirements, audit standards, and recordkeeping expectations.
Strong customer service and relationship-building skills, including asking effective questions, identifying needs, making appropriate referrals, and supporting deposit growth and retention.
Sound judgment and decision-making, balancing customer needs with Bank policy, authority, operational risk, fraud exposure, and the Bank’s interests.
Strong attention to detail, mathematical accuracy, organizational skills, and ability to complete and oversee multiple time-sensitive tasks.
Clear, professional verbal and written communication skills, including the ability to provide guidance, reinforce expectations, and escalate concerns.
Ability to remain calm, tactful, and solutions-oriented when handling complex transactions, service concerns, competing priorities, or difficult customer situations.
Proficiency with computers, transaction systems, digital banking tools, office equipment, and alphanumeric data entry.
Ability to maintain confidentiality and protect customer, employee, and Bank information.
Ability to work effectively in a fast-paced environment, adapt to changing customer volume and staffing needs, and collaborate across organizational levels.
Ability to remain stationary for long periods, occasionally lift up to 25 pounds, and ascend and descend one flight of stairs.
Some travel is required.
Ability to work unpredictable hours, including Saturday.
Ability to express or exchange ideas with colleagues, customers, and vendors.

Nice To Haves

Prior teller experience is strongly preferred.

Responsibilities

Lead daily operations behind the teller line and ensure work follows Bank policies, procedures, controls, and service standards.
Provide functional leadership, guidance, transaction support, and problem resolution to the Teller team.
Manage teller-line workflow, customer queues, break and lunch coverage, and daily staffing assignments.
Process and support retail and commercial transactions, including deposits, withdrawals, transfers, loan payments, check cashing, and negotiable instruments.
Review transactions and documentation for accuracy, completeness, authorization, fraud or loss exposure, and compliance with limits and procedures.
Maintain cash controls and assist with cash drawers, vault, ATM, shipments, ordering, receiving, verification, balancing, and end-of-day activities.
Open and close the Banking Center as assigned and verify required opening, closing, security, and end-of-day procedures.
Assist customers with inquiries, research and resolve complex service issues, and escalate exceptions, risks, complaints, or specialized support needs.
Promote consistent customer service standards and a welcoming, supportive customer experience.
Observe customer interactions and coach team members on transaction quality, service behaviors, needs-based conversations, and referral opportunities.
Support Teller onboarding, training, skill development, and procedure reinforcement; identify knowledge gaps and coordinate follow-up with the Banking Center Manager.
Maintain knowledge of Bank products, services, digital capabilities, and referral processes, and connect customers with appropriate solutions through needs-based conversations.
Participate in sales and relationship-building activities that support deposit growth, customer relationships, retention, and primary checking relationships.
Generate and support qualified referrals for consumer and small-business deposit accounts and other products and services based on customer needs.
Complete and oversee most assigned annual compliance and audit tasks, maintain supporting documentation, monitor completion, and address or escalate exceptions.
Monitor adherence to operational, security, safety, cash-handling, dual-control, record-retention, and regulatory requirements; assist with audit preparation and corrective-action follow-up.
Support safe deposit box access, night depository, mail, interoffice work, incoming calls, reports, and other Banking Center activities as assigned.
Maintain confidentiality, safeguard customer and Bank information, and remain alert to suspicious activity, fraud indicators, and operational risk.
Partner with the Banking Center Manager and assume delegated responsibilities during the manager’s absence within assigned authority.
Represent the Bank professionally and build positive working relationships with customers, prospective customers, colleagues, and business partners.
Maintain reliable attendance and punctuality and adjust priorities in a fast-paced, customer-facing environment.
Comply with applicable laws, regulations, and Bank policies and procedures.
Successfully pass technical and regulatory training required by the Bank.