Senior Teller

Community Financial System, Inc.•Norwich, NY

About The Position

The Senior Teller serves as the primary leader for teller and transaction operations within a branch. The role provides daily guidance, coaching, and support to frontline staff to help ensure 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 operational 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 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 staffing at other branches. It requires travel to nearby branches and to training sessions, meetings, professional development programs, and company-sponsored events as needed. The schedule is 37.5 hours per week, with flexible hours based on branch needs.

Requirements

High school diploma or GED.
Minimum 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 opportunity identification.
Perform customer transactions accurately, efficiently, and professionally.
Engage customers, understand their needs, offer appropriate solutions, and refer them 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 adherence to policies, security protocols, cash-handling standards, and customer relationship-building behaviors.
Assist with training new frontline employees and developing the skills of existing employees.
Take ownership of personal performance, development, and continuous improvement, and support new tools, processes, and initiatives.
Participate in branch meetings, training, and professional development opportunities, including travel as required.
Coordinate workflow and ensure appropriate coverage across transaction areas.
Make decisions on low-risk transactions or requests, provide overrides within assigned authority limits, and escalate issues as appropriate.
Lead and oversee branch cash operations, including vault cash, teller cash drawers, and ATM operations as applicable.
Balance branch cash and reconcile discrepancies within established 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 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 by traveling to nearby branches.
Perform other related duties as assigned to support branch and bank objectives.