Senior Head Teller

BANK INDEPENDENT•Owens Cross Roads, AL

4d•Onsite

About The Position

The Senior Head Teller is an organized, accountable, relatable, servant leader who has proven the ability to create an environment of exceptional customer service by providing strong, consistent leadership to team members in the teller role. The primary duty and objective of the Senior Head Teller is to perform consistently and increase customer satisfaction by creating an environment of exceptional customer service. The Senior Head Teller is responsible for coordinating activities of Tellers assigned to their Sales Office. The Senior Head Teller assigns duties and work schedules, in collaboration with the Sales Manager, to team members to ensure efficient functioning of the teller area. The Senior Head Teller is the leader to other tellers in the bank and must assist in training and developing them. Any overage or shortage of balance must be resolved with assistance of the Senior Head Teller. The Senior Head Teller communicates all the goals and objectives to assigned teller staff. The Senior Head Teller exhibits the characteristics of the Ideal Team Player by being humble, hungry, and smart and displays the Seven Standards of Service with each team member and customer interaction. The responsibilities and duties of the Senior Head Teller include all responsibilities and duties of the Head Teller II. The Senior Head Teller will also participate in opening and servicing deposit accounts.

Requirements

High School diploma or equivalent
Three years of Teller experience required
Completion of Head Teller Training program required or the ability to complete the Head Teller Training program within six months of being in role
Ability to further develop consumer and commercial relationships and cross-sell additional products and services to match customer’s needs and wants
Ability to develop knowledge of the bank’s products, services, and processes
Ability to accomplish multiple objectives in a fast paced environment
Ability to develop a thorough understanding of bank specific software
Ability to coach, develop, and mentor assigned staff
Excellent communication, team-work, and customer service skills
Strong organizational, time management, and presentation skills
Working knowledge of Microsoft Office Applications, such as, Word, Excel, and Outlook

Nice To Haves

Previous supervisory experience preferred
Minimum two years of Head Teller experience preferred
Completion of Management Training program or other leadership development program preferred

Responsibilities

Identifies and meets customer needs through sales and service with focus on deepening customer relationships
Actively listens for opportunities to cross-sell additional products and services
Assists in achieving Sales and Service goals
Follows the bank’s standards of service
Documents and assists with resolving customer complaints regarding sales and service.
Assists with training of customer service standards and banking procedures, as needed.
Meets, is familiar with, and follows all Voice of the Customer expectations.
Coordinates daily operation of assigned Teller staff
May be responsible for opening and/or closing the bank
Collaborates with Sales Manager to schedule Teller staff efficiently and productively to include working additional shifts, to accommodate the needs of the Sales Office.
Ensures vault and cash drawers are in balance and any outages are corrected in a timely manner according to established policies and procedures.
Resolves any cash and collection item discrepancies in a timely manner
Ensures supply of money for the bank’s needs based on legal requirements and business demand
Ensures cash limits, including tellers and vault, are maintained; inputs currency orders/shipments weekly
Balances and replenishes ATM under dual control (if applicable)
Accepts and conducts customer transactions, using policies and procedures.
Cashes Checks
Approves checks for payment
Processes credit card cash advances
Ensures accuracy and completion of compliance forms, such as Currency Transaction Reports, etc.
Operates bank equipment, such as, teller machine, Teller Cash Recycler, currency counter, cash advance machine, etc.
Ensures all regulatory requirements and bank policies and procedures are followed while servicing new and existing customer accounts
Resolves any discrepancies involving any regulatory or compliance documentation, such as Currency Transaction Reports (CTR), in a timely manner
Ensures Cash Control Procedures are followed
Ensures teller areas are secure and all security requirements are followed
Completes required online training assignments in a timely manner
Identifies the development needs of others to coach, mentor, and help others to improve their knowledge and skills
Identifies the development needs of others and coaches, mentors, and helps others improve their knowledge and skills.
Assists Sales Manager with one-on-one meetings with each teller
Consults with Sales Manager regarding promotional opportunities, transfer requests, hiring, and performance correction notices.
Conducts, motivates, and schedules cross-training opportunities for team members
Leads team meetings as directed by the Sales Manager to communicate policies and procedures; products and services; goals and attainments; and other essential information with assigned team members.
Maintains accurate safe deposit box contracts and ensures accuracy of all records
Submits Reg. E disputes to designated department
Sends foreign items for collection
Opens and conducts maintenance requests for all deposit account types
Accepts stop payments
Orders checks and deposit slips
Completes onboarding process, including, thank you notes and follow up phone calls within allotted time
Answers customer inquiries and resolves issues
Accepts and processes wire transfer requests
Resolves technical exceptions