Senior Teller

Community Financial System, Inc.•Kingston, PA

About The Position

The Senior Teller is the primary leader for teller and transaction operations within a branch. The role provides daily guidance, coaching, and support to frontline staff to promote excellent customer service, operational accuracy, and compliance with bank policies and procedures. Although the Senior Teller is not a direct supervisor, they serve as a subject-matter expert and role model, supporting staff development in operations, customer engagement, and relationship building. The Senior Teller performs standard teller functions while overseeing cash operations, vault management, and operational controls. The role helps maintain the integrity of the branch's transaction environment, including cash handling, control of negotiable items, and fraud prevention. The Senior Teller may make decisions on non-standard issues or exceptions within assigned authority limits and escalates higher-risk matters as appropriate. This position may also assist with account opening and maintenance, customer service requests, debit card issues, stop payments, loan inquiries, regulatory and operational reporting, audits, and support for other branches. The role requires flexible hours based on branch needs and travel to nearby branches or training activities as required. The position is 37.5 hours per week. Compensation is commensurate with experience, with a potential annual merit increase.

Requirements

High school diploma or GED.
Minimum of three years of teller experience normally required.
Strong internal knowledge of bank products, services, and operational procedures.
Reliable transportation.
Must be at least 18 years of age.
Excellent interpersonal and communication skills, including the ability to engage customers professionally.
Strong attention to detail and accurate, proficient math skills.
Clear thinking and sound judgment in a fast-paced, customer-focused environment.
Ability to understand directions and adhere to established policies and procedures.
Demonstrated leadership qualities, including the ability to influence and coach without direct supervisory authority.
Thorough knowledge of bank products and services.
Ability to consistently demonstrate the Company's core values of Integrity, Excellence, Teamwork, and Humility.
Ability to work flexible hours based on branch needs.
Ability and willingness to travel to nearby branches and to training sessions, meetings, professional development programs, and company-sponsored events as required.

Responsibilities

Model relationship-building behaviors and coach frontline staff on customer conversations and identifying opportunities.
Perform customer transactions accurately, efficiently, and professionally.
Engage customers, understand their needs, offer appropriate solutions, and refer customers to relevant bank products and services.
Provide daily guidance, coaching, and support to frontline staff on procedures, service expectations, and operational standards.
Maintain a visible presence in the transactional area, observe staff interactions, and provide immediate feedback.
Coach staff on policies, security protocols, cash-handling standards, and customer relationship-building behaviors.
Assist with training new frontline employees and developing the skills of existing staff.
Pursue personal performance, development, and continuous improvement; support changes, tools, processes, and initiatives.
Participate in branch meetings, training programs, and professional development opportunities, including required travel.
Coordinate workflow and ensure appropriate coverage across transaction areas.
Make decisions on low-risk transactions or requests, including overrides within assigned authority limits, and escalate issues as appropriate.
Oversee branch cash operations, including vault cash, teller cash drawers, and ATM operations as applicable.
Balance branch cash and reconcile discrepancies according to operational standards.
Manage Federal Reserve cash shipments and orders.
Maintain working knowledge of ATM balancing and operational procedures.
Enforce cash-control and negotiable-item procedures, dual-control requirements, and security protocols.
Monitor for unusual or suspicious activity and take appropriate action to prevent fraud or operational loss.
Assist with account opening and maintenance, service requests, debit card issues, stop payments, loan inquiries, and other customer support needs as required.
Prepare required regulatory, internal, and operational reports.
Participate in audits of key branch functions and support audit readiness.
Maintain knowledge of and comply with applicable laws, regulations, policies, procedures, internal controls, and job-specific training requirements.
Support other branches as needed to maintain appropriate staffing and service levels, including travel to nearby branches.
Perform other related duties as assigned or directed to support branch and bank objectives.