Sr. Teller

Bank of Hope•Buena Park, CA

12d•$20 - $22

About The Position

The Sr. Teller supports customers and branch operations by processing routine banking transactions, resolving customer issues, and helping maintain a welcoming and professional environment. The role serves as an escalation point for complex customer concerns, educates customers about bank products and services, and identifies opportunities to recommend additional offerings based on customer needs. The Sr. Teller also supports and mentors other tellers, helps oversee transaction accuracy and cash handling, and contributes to branch operations such as maintaining supplies, updating customer-facing materials, ATM balancing, and night deposit processing. The position collaborates with branch leadership and team members to meet branch goals, support procedural changes and special projects, and promote consistent service and team performance.

Requirements

High school diploma.
Excellent written and oral communication skills; ability to communicate effectively and project a professional image in writing, in person, and over the phone.
Ability to respond effectively to sensitive inquiries or customer complaints.
Ability to manage multiple tasks, projects, and deadlines simultaneously.
Strong organizational skills and willingness to adapt to change in a fast-paced environment.
Basic to intermediate computer and systems knowledge.
Fluent written and verbal English.

Nice To Haves

Some experience in retail sales and customer service functions.
Korean language skills.

Responsibilities

Assist customers with inquiries, resolve issues, and ensure a welcoming environment.
Model professionalism, efficiency, and a customer-first attitude for team members.
Escalate complex customer issues and work with other departments to resolve them.
Educate customers about bank products and services and identify appropriate cross-selling or upselling opportunities.
Mentor and train less experienced tellers on customer service standards, cash-handling accuracy, and operational procedures.
Process deposits, withdrawals, check cashing, loan payments, and other routine transactions accurately and efficiently.
Support tellers during peak hours and help resolve transaction discrepancies while ensuring compliance with policies and procedures.
Follow bank policies, fraud detection protocols, and cash-handling procedures.
Balance personal cash drawer and assist in monitoring overall cash levels during shifts.
Maintain branch supplies and ensure customer-facing materials, such as brochures, are up to date.
Maintain knowledge of bank policies, procedures, and industry trends to safeguard customer information and mitigate risks.
Perform assigned branch tasks, such as ATM balancing or night deposit processing.
Maintain a clean and organized workstation and support administrative tasks as directed.
Collaborate with the Branch Manager, Operations Manager, and team members to achieve branch goals and maintain a positive team culture.
Provide feedback and coaching to improve team performance and consistent service delivery.
Assist team members with questions and procedural guidance.
Support the branch during special projects, system updates, or procedural changes.