Teller

Bank of Hope•Cerritos, CA

4d•Onsite

About The Position

The Teller position involves using excellent communication and active listening skills to understand customer financial needs, build trust, identify sales opportunities, generate leads, and provide high-quality customer service. The role requires achieving and exceeding individual and branch sales and service targets through proactive recommendations of new and existing products and services, sales referrals, cross-selling, and up-selling in a results-driven environment, all while ensuring a great customer experience. Tellers must possess strong knowledge of the Bank's products and services to educate customers confidently on features, benefits, and pricing. Responsibilities include accurately processing customer requests such as ordering checks, making changes to customer information, and handling various transactions like deposits, withdrawals, check cashing, and loan payments. Tellers are also responsible for loss prevention during transaction processing, issuing cashier's checks, bank checks, money orders, and travelers checks, and maintaining a neat and well-stocked workstation. Additional duties may include night/mail depository balancing, ATM balancing, safe deposit box assistance, filing, assisting with audits, inputting fund holds and stop payment requests, processing address changes and CD renewals, and other branch operations tasks. The role also requires strict adherence to the Bank's security program, including the End-User Computing Agreement, and maintaining up-to-date knowledge on industry trends for safeguarding confidential data, preventing identity theft, and mitigating computer security threats. Tellers must report suspicious activities to management and comply with BSA, CRA, fair lending, and other compliance regulations. This includes verifying customer and payee information against OFAC and NCCT lists for wire transfers and monetary instrument purchases, and reporting any matches to management.

Requirements

High School Diploma
Some experience in retail sales and customer service functions a plus.
Combination of Experience and Education can meet the job requirements: Yes
English: Written: Fluent
English: Verbal: Fluent
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.
Excellent analytical skills including the ability to define problems, collect data, establish facts, and draw conclusions.
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Ability to demonstrate a high level of ethical behavior and follow the Code of Conduct.
Ability to remain flexible in order to adapt to changes in the work environment.
Ability to study and apply new information.
Ability to take initiative and prioritize tasks; good time-management, problem prevention, and problem-solving skills.
Ability to work accurately with close attention to detail.
Ability to maintain confidentiality of sensitive information.
Ability to work with co-workers, customers, and outside agencies professionally and tactfully.
Possess a work ethic that includes neatness, punctuality, and accuracy.
Must exhibit a professional, businesslike appearance and demeanor.

Nice To Haves

Some experience in retail sales and customer service functions

Responsibilities

Use excellent communication and active listening skills to learn about the customer’s financial needs, establish trust, optimize sales opportunities, generate leads, and provide quality customer service.
Achieve and exceed individual and branch sales and service targets through recommendations of new and existing products and services (e.g. accounts, loans, and credit cards), sales referrals, cross-selling, up-selling in a results-driven environment and provide the great experience to every customer.
Use a strong knowledge in the products and services offered at the Bank to confidently educate customers about the features, benefits, and pricing so they are better informed with a deeper level of understanding.
Order checks and make changes to customer information in an accurate and timely manner according to the customer’s request.
Provide exceptional service in handling customers in person or over the telephone.
Process deposits, withdrawals, check cash, loan payments and other transactions including but not limited to reject items and returned items.
Involve supervisors if transactions are over authority limits or exceptionally complex.
Responsible for loss prevention in the processing all transactions and duties.
Issue cashier’s checks, bank checks, money orders and travelers checks.
Keep work station neat, clean and well stocked with supplies and brochure materials.
Night & Mail Depository ATM balancing
Safe Deposit Box Filing signature cards and documents
Help with a variety of audits and verifications
Input fund holds and stop payment request to core system
Address changes, CD renewals, etc.
Branch back counter capture
Miscellaneous tasks and duties associated with the operations of a retail banking branch
Comply with the Bank’s security program, including but not limited to: Reviews and complies with the End-User Computing Agreement
Acquire good knowledge on functions and usage of computer systems as related to the assigned job functions.
Be current and knowledgeable in industry’s trend in safeguarding the Bank against confidential data leak, identity theft, fraudulent activities, and computer security threats.
Report suspicious activities to manager, Chief Risk Officer or Information Security Officer.
Comply with BSA, CRA, fair lending, and other compliance issues as required by policies and procedures.
Input customer information to EZ teller for various transactions.
Report any suspicious activities to Operations Manager/ BSA officers.
Verify customer name and payee/beneficiary name to OFAC, NCCT for out-bound wire transfers and monetary instrument purchase, and new account.
Report matches with NCCT and OFAC to Operations Officer or Operations Manager for further instructions.