Sr. Teller

Bank of Hope•Los Angeles, CA

6d•Onsite

About The Position

This role focuses on providing excellent customer service, processing transactions accurately, and supporting branch operations. The Sr. Teller acts as a role model for the team, handles complex customer issues, and educates customers on bank products. They also mentor less experienced tellers and contribute to achieving branch goals.

Requirements

High School Diploma
Some experience in retail sales and customer service functions a plus.
Basic to Intermediate Computer/Systems Knowledge
Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
Ability to respond effectively to the most sensitive inquiries or customer complaints.
Ability to manage multiple tasks, projects, and deadlines simultaneously.
Strong organizational skills with a willingness to adapt to change as needed in a fast-paced environment.

Nice To Haves

Korean language proficiency preferred.

Responsibilities

Provide excellent customer service by assisting with inquiries, resolving issues, and ensuring a welcoming environment for all customers.
Act as a role model for team members by demonstrating professionalism, efficiency, and a customer-first attitude.
Serve as a point of escalation for complex customer issues, working with other departments to resolve them effectively.
Educate customers about bank products and services, identifying opportunities to cross-sell or upsell based on their needs.
Mentor and train less experienced tellers, offering guidance 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 or when resolving transaction discrepancies, ensuring compliance with policies and procedures.
Ensure adherence to bank policies, fraud detection protocols, and cash-handling procedures.
Balance personal cash drawer and assist with monitoring overall cash levels during shifts to support branch cash handling accuracy.
Identify opportunities to deepen customer relationships by cross-selling or upselling additional products and services.
Assist with operational tasks such as maintaining branch supplies and ensuring customer-facing materials (e.g., brochures) are up-to-date.
Maintain knowledge of bank policies, procedures, and industry trends to safeguard customer information and mitigate risks.
Participate in branch-specific tasks, such as ATM balancing or night deposit processing, as assigned.
Maintain a clean and organized workstation and support administrative tasks as directed.
Collaborate with the Branch Manager, Operations Manager, and other team members to achieve branch goals and maintain a positive team culture.
Provide feedback and coaching to improve team performance and ensure consistent delivery of exceptional service.
Act as a resource for team members, assisting with questions or procedural guidance when needed.
Support the branch during special projects, system updates, or procedural changes.