Senior Head Teller

General Summary - The Senior Head Teller is responsible for all the duties of a Head Teller and a Senior Teller.

The Head Teller is an organized, accountable, relatable, servant leader who has proven the ability to create an environment of exceptional customer service by providing strong, consistent leadership to team members in the teller role. The primary duty and objective of the Head Teller is to perform consistently and increase customer satisfaction by creating an environment of exceptional customer service. The Head Teller is responsible for coordinating activities of Tellers assigned to their Sales Office. The Head Teller assigns duties and work schedules, in collaboration with the Sales Manager, to team members to ensure efficient functioning of the teller area. The Head Teller is the leader to other tellers in the bank and must assist in training and developing them. Any overage or shortage of balance must be resolved with assistance of the Head Teller. The Head Teller communicates all the goals and objectives to assigned teller staff. The Head Teller exhibits the characteristics of the Ideal Team Player by being humble, hungry, and smart and displays the Seven Standards of Service with each team member and customer interaction.

Essential Functions

This position requires flexible hours, to accommodate the bank’s operating hours, Monday-Saturday, 8:00 a.m.- 8:00 p.m.

Relationship Development

• Identifies and meets customer needs through sales and service with focus on deepening customer relationships
• Actively listens for opportunities to cross-sell additional products and services
• Assists in achieving Sales and Service goals
• Follows the bank’s standards of service
• Documents and assists with resolving customer complaints regarding sales and service.
• Assists with training of customer service standards and banking procedures, as needed.
• Meets, is familiar with, and follows all Voice of the Customer expectations.

Branch Operations

• Coordinates daily operation of assigned Teller staff
• May be responsible for opening and/or closing the bank
• Collaborates with Sales Manager to schedule Teller staff efficiently and productively to include working additional shifts, to accommodate the needs of the Sales Office.
• Ensures vault and cash drawers are in balance and any outages are corrected in a timely manner according to established policies and procedures.
• Resolves any cash and collection item discrepancies in a timely manner
• Ensures supply of money for the bank’s needs based on legal requirements and business demand
• Ensures cash limits, including tellers and vault, are maintained; inputs currency orders/shipments weekly
• Balances and replenishes ATM under dual control (if applicable)
• Accepts and conducts customer transactions, using policies and procedures.
• Cashes Checks
• Approves checks for payment
• Processes credit card cash advances
• Ensures accuracy and completion of compliance forms, such as Currency Transaction Reports, etc.
• Operates bank equipment, such as, teller machine, Teller Cash Recycler, currency counter, cash advance machine, etc.

Compliance

• Ensures all regulatory requirements and bank policies and procedures are followed while servicing new and existing customer accounts
• Resolves any discrepancies involving any regulatory or compliance documentation, such as Currency Transaction Reports (CTR), in a timely manner
• Ensures Cash Control Procedures are followed
• Ensures teller areas are secure and all security requirements are followed
• Completes required online training assignments in a timely manner

Coaching and Mentoring

• Identifies the development needs of others to coach, mentor, and help others to improve their knowledge and skills

Working Conditions

• Generally good with little exposure to noise, extreme temperatures, dust, or other adverse factors.
• Considerable effort and eyestrain from continuously verifying accuracy of all work leaving the department.
• May be required to stand for long periods of time while providing teller service.

Minimum Level of Preparation and Training

• High School diploma or equivalent
• Previous supervisory experience preferred
• Two years of Teller experience preferred

Required Abilities, Knowledge, and Skills

• Ability to further develop consumer and commercial relationships and cross-sell additional products and services to match customer’s needs and wants
• Ability to develop knowledge of the bank’s products, services, and processes
• Ability to accomplish multiple objectives in a fast paced environment
• Ability to develop a thorough understanding of bank specific software
• Ability to coach, develop, and mentor assigned staff
• Excellent communication, team-work, and customer service skills
• Strong organizational, time management, and presentation skills
• Working knowledge of Microsoft Office Applications, such as, Word, Excel, and Outlook

Employees are required to execute other duties as assigned by management that may not be listed. Management reserves the right to change this job description as needed.

Addendum- Head Teller II

The responsibilities and duties of the Head Teller II include all responsibilities and duties of the Head Teller. The Head Teller II is more involved in coaching and mentoring the Tellers assigned to their Sales Office.

Coaching and Mentoring

• Identifies the development needs of others and coaches, mentors, and helps others improve their knowledge and skills.
• Assists Sales Manager with one-on-one meetings with each teller
• Consults with Sales Manager regarding promotional opportunities, transfer requests, hiring, and performance correction notices.
• Conducts, motivates, and schedules cross-training opportunities for team members
• Leads team meetings as directed by the Sales Manager to communicate policies and procedures; products and services; goals and attainments; and other essential information with assigned team members.

Minimum Level of Preparation and Training

• High School diploma or equivalent
• Previous supervisory experience preferred
• Two years of Teller experience preferred
• Minimum one year of Head Teller experience preferred
• Completion of Head Teller Training program preferred
• Completion of Management Training program or other leadership development program preferred

Senior Head Teller

The responsibilities and duties of the Senior Head Teller include all responsibilities and duties of the Head Teller II. The Senior Head Teller will also participate in opening and servicing deposit accounts.

Branch Operations

• Maintains accurate safe deposit box contracts and ensures accuracy of all records
• Submits Reg. E disputes to designated department
• Sends foreign items for collection
• Services Deposit Account
• Opens and conducts maintenance requests for all deposit account types
• Accepts stop payments
• Orders checks and deposit slips
• Completes onboarding process, including, thank you notes and follow up phone calls within allotted time
• Answers customer inquiries and resolves issues
• Accepts and processes wire transfer requests
• Resolves technical exceptions

Minimum Level of Preparation and Training

• High School diploma or equivalent
• Previous supervisory experience preferred
• Three years of Teller experience required
• Minimum two years of Head Teller experience preferred
• Completion of Head Teller Training program required or the ability to complete the Head Teller Training program within six months of being in role
• Completion of Management Training program or other leadership development program preferred