Teller Manager

FirstBank•Franklin, TN

1d•Onsite

About The Position

The Teller Manager is responsible for the efficient management and supervision of the Teller area's operations and the sales activities of the Teller staff. This role ensures that customers receive prompt service and that all department activity balances at the close of each business day. A key aspect of the position involves collaborating with managers, supervisors, and staff across all levels and locations to consistently deliver FirstBank's distinctive service excellence. The manager monitors the Teller staff's daily sales and service execution, ensuring adherence to best practices, high-quality service standards, bank guidelines, and the brand model to maximize opportunities and meet customer financial needs. The Teller Manager also handles escalated inquiries from both Teller staff and customers, and actively engages Tellers in the sales process through coaching and leadership strategies. Operational duties include managing and supervising daily standards for Teller staff, such as cash drawer security, daily balancing of cash drawers, item capture procedures, counterfeit currency identification, vault and branch cash management, and ATM balancing. The role also encompasses training and coaching new Tellers, monitoring their performance, and scheduling staff activities. Furthermore, the Teller Manager is crucial in protecting the bank from unnecessary risk by modeling and enforcing bank procedures and confidentiality guidelines, including those related to currency transaction reports, suspicious activity reports, Regulation CC holds, documentation, and robbery procedures. Communication and collaboration with Financial Center and Bank leadership are essential, and the manager may serve as the Security Coordinator for the branch. Participation in marketing initiatives and representing the Bank at branch and community events are also expected, all while consistently modeling and providing distinctive service to customers. The Teller Manager ensures Teller staff adhere to safe and sound bank procedures, applicable laws and regulations, internal controls, operational procedures, and risk management policies, including security protocols. Regular and reliable attendance is a fundamental requirement.

Requirements

High school diploma or the equivalent required
Minimum five years experience, with specific Teller experience required
Must be bondable

Responsibilities

Monitor Teller execution of daily sales and service, ensuring best practices and high-quality service, bank established guidelines and brand model are delivered to maximize opportunities and meet customer financial needs; personally execute to the same level as needed.
Answer escalated Teller staff and advanced customer inquiries as needed; engage Teller staff in the sales process using coaching and leadership strategies to encourage a consistent application of effective sales and referral activities.
Manage and supervise daily operational standards for Teller staff, including but not limited to cash drawer security, daily balance of all cash drawers, item capture procedures, counterfeit currency identification, vault and branch cash management, balance ATM, etc.
Assimilate new Tellers to the Bank through training and coaching; monitor Teller performance; schedule and supervise activities of Teller staff.
Protect the bank from unnecessary risk or exposure by modeling bank procedures and confidentiality guidelines, including but not limited to currency transaction reports, suspicious activity reports, Regulation CC holds and documentation, robbery procedures, etc.
Communicate and collaborate with Financial Center and Bank leadership regarding Teller activities and needs.
May function as Security Coordinator for the branch when needed.
Participate in marketing initiatives and represent the Bank at branch activities and community events.
Model and provide consistent, distinctive service to all customers when delivering the FirstBank service experience.
Manage Teller staff to achieve safe and sound bank procedures, including adherence to applicable laws and regulations, internal controls, operational procedures, and risk management policies, including following and monitoring security protocols.
Regular and reliable attendance.
Perform other duties as assigned.