Senior Teller

Community Financial System, Inc.•Town of Plattsburgh, NY

12d

About The Position

The Senior Teller serves as the primary leader for teller and transaction operations within the branch. The role provides daily guidance, coaching, and support to frontline staff to promote exceptional customer service, operational accuracy, and adherence to bank policies and procedures. Although not a direct supervisor, the Senior Teller is a subject-matter expert and role model who helps develop staff skills 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 supports the integrity of the branch’s transaction environment, including cash handling, 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. The position may also support account opening and maintenance, customer service requests, debit card issues, stop payments, loan inquiries, reporting, audits, and other branch needs. It may require travel to nearby branches and to training sessions, meetings, professional development programs, and company-sponsored events. The position is 40 hours per week.

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.
Excellent interpersonal and communication skills, with 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 follow 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.
Reliable transportation.
Must be at least 18 years of age.
Ability to work flexible hours based on branch needs.
Ability and willingness to travel to nearby branches, training sessions, meetings, professional development programs, and company-sponsored events as required.
Physical ability to stand, walk, or sit; use hands and fingers; handle or feel; reach with hands or arms; speak and hear; and occasionally lift or move up to 25 pounds. Close vision and the ability to focus are also required.

Responsibilities

Model relationship-building behaviors and coach frontline staff on customer conversations and identifying customer needs and opportunities.
Perform customer transactions accurately, efficiently, and professionally, creating a positive customer experience and referring customers to appropriate products and services.
Provide daily guidance, coaching, and support to frontline staff on teller procedures, service expectations, and operational standards.
Maintain a visible presence in the transactional area, observe staff interactions, and provide immediate feedback.
Coach staff to follow bank policies, security protocols, cash-handling standards, and customer relationship-building practices.
Assist with training new frontline employees and developing the skills of existing employees.
Support personal performance, development, and continuous improvement; adapt to and support new tools, processes, and initiatives.
Participate in branch meetings, training, and professional development opportunities, including travel to training locations as required.
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 when appropriate.
Oversee branch cash operations, including vault cash, teller cash drawers, and ATM cash as applicable.
Balance branch cash and reconcile discrepancies according to operational standards.
Manage Federal Reserve cash shipments and orders and maintain working knowledge of ATM balancing and procedures.
Enforce cash-control, negotiable-item, dual-control, and security procedures to reduce the risk of loss or fraud.
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.
Provide support to other branches as needed, including travel to help ensure appropriate staffing and service levels.
Perform other related duties as assigned to support branch and bank objectives.