Lead Teller

Lead Teller Role

The Lead Teller position is a leadership role in the branch that directs the daily administrative and operational functions of the teller area. This includes dotted line supervision of the teller staff, training staff on operations, ensuring adherence to policies and procedures, making judgment decisions related to customer transactions and interactions, and coaching to quality conversations that lead to referrals to solve for our customer's needs. The Lead Teller leads by example in maintaining and deepening customer relationships, providing superior customer service and referring bank products and services. The Lead Teller is responsible for the operational integrity of the branch, along with the Community President and / or Assistant Manager of the Branch and may be called upon as the acting manager in the absence of a Community President, in offices without Assistant Managers.

Responsibilities include effectively processing customer transactions with a high level of integrity, accuracy, and knowledge, while operating in full compliance with internal policies / procedures, as well as applicable regulations / laws. Build and maintain customer relationships by providing an unparalleled customer experience as set forth in WSB's Mission and identifying customer needs, promoting current promotional offers and referring customers to Bankers and other lines of business for further assistance with bank products and services. Lead by example by meeting or exceeding performance metrics including, but not limited to customer experience, referrals, and operations. Assist Branch Management in maintaining and deepening retail banking relationships through relationship building calls and activities to meet sales and branch growth goals. Assist Branch Management with administrative and operational processes, activities, and workflow procedures for the front-line staff, ensuring all customers are assisted promptly, professionally, accurately, and appropriately. Acts as primary source for teller questions and assist Branch Management with the training and development of employees. Maintain knowledge of WSB's core processing system, WSB products and services, WSB policies and procedures, and regulatory requirements governing retail deposit accounts. Answer customer questions and resolve related account issues, including phone and in-person. Other duties as assigned.

Qualifications include 6 months of sales and / or customer service experience. Preferred is 2-4 years sales and / or customer service experience in a banking environment. Required education is a high school diploma or general education degree (GED). Preferred education is an associate's or bachelor's degree.