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About The Position
Responsible for implementing existing policies, procedures, and systems involving cashiering operations and customer service functions. Coordinates, directs, and assigns work. Responsible for smooth flow of Teller lines, adequate window coverage, and general training. Oversees provision of a full range of services (including phone and mail) to customers and prospective customers. Ensures that customers are promptly and professionally served.
Requirements
- Minimum of 2.5 years successful Teller experience
- Same requirements as a Teller III
- Facilitates GS3 (Gold Star Sales and Service) program for Tellers on team, if applicable to Banking Center
- Completes Teller Performance Scorecards, if applicable to Banking Center
- Completes Teller Assessments
- Assists with operational audits.
- Any other items deemed necessary by Banking Center Manager or Banking Center Area Manager
- All aspects of the Teller line
- General New Account knowledge and Online Banking
- Ability to help customers with Teller and Personal Banker duties.
- Assist the Banking Center Manager with ongoing development and coaching of the Teller Team
- Assists other tellers with Operations and Procedures to maintain a high level of proficiency with all work on the Teller line.
- Maintains all retention and logs to the standard of the bank.
- Excellent communication and leadership skills.
- Supervisory and training abilities.
- Uses good judgement for sound decisions.
- Professional appearance, dress, and attitude.
- Solid math skills.
- Ability to operate related computer software, and business equipment including 10-key, money counters, and telephone.
Nice To Haves
- All aspects of Personal Banker position with intention of becoming a Personal Banker
- All aspects of the branch with the intention of becoming a Banking Center Manager
- Continued training to maintain an up-to-date knowledge of banking procedures and compliance.
Responsibilities
- Ensures that all Teller functions are correctly performed and are in accordance with established polices and standards. Ensures that all security procedures are followed.
- Coordinates Teller operations by assisting in assigning work and distributing workflow.
- Answers Teller’s questions, solves problems, and assists with complex transactions and sensitive customer relations problems. Explains policies and procedures to customers. Makes judgments for Tellers (within limits of authority) pertaining to cashing and/or accepting checks or drafts.
- Investigates Teller out-of-balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures that each Teller balances at the end of each day and that all monies are secured in accordance with established procedures.
- Performs Teller paying and receiving functions as required. Receives deposits and loan payments. Prepares proper receipts.
- Maintains an inventory of cashier’s checks, money orders, receipts, travelers checks, and other negotiable items for use in the Teller area.
- Monitors needs of New Accounts and provides back up as necessary.
- Ensures that customer service functions are performed in accordance with established policies and standards.
- Resolves customers’ requests, problems, and questions promptly or refers appropriately.
- Presents and explains Bank services and products to customers and assists in meeting their financial needs. Answers questions and solves problems for customers by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
- Receives and directs customers and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
- Performs file maintenance and account changes as needed.
- Keeps customers informed of Bank services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
- Maintains and projects the Bank’s professional reputation. Maintains privacy of customer account information.
- Actively cross sells Bank products and services.
- Provides leadership to personnel through effective objective setting, delegation, and communication.
- Ensures that personnel are well trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
- Provides personnel with sales training according to Prosperity’s sales philosophy.
- Monitors tellers to insure compliance with policy, procedures and sales culture.
- Tracks individual employee progress and assists with performance appraisals as required. Provides support and suggestions for employee improvement.
- Assists and supports personnel as needed.
- Assume the management role in the absence of the lobby manager.
- Coordinates Teller duties and responsibilities with related functions within and outside of the branch.
- Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service.
- Completes required reports and related documents promptly and accurately.
- Attends meetings as required.
- Ensures that work areas and equipment are clean and well maintained.
- Performs procedures for opening and closing of operations, including vault, alarm, and door duties.
- Replaces Tellers as needed.
- Performs related clerical functions as required.