Assist in the management of most day-to-day operations in the branch.
Assign duties and work schedules to ensure efficient operation of the branch.
Oversee the daily branch teller and vault operations to ensure that standard operating procedures are followed; provide guidance and training to branch personnel as needed.
Provide appropriate approvals for customer transactions.
Assist with problem resolution for tellers and customers.
Assist Retail Branch Manager with coaching branch personnel on sales skills including recognizing sales opportunities.
Conduct regular huddles for staff motivation.
Participate, support, and coach branch personnel in sales programs/skills to generate new customers.
Confer and participate with the Retail Branch Manager in resolving personnel problems, rating performance, and recommending salary changes.
Assist in other functions of personnel administration including employment interviews, training and development, coaching, counseling, and performance reviews.
Recommend hiring, discipline, promotion, transfer, and termination of staff as necessary.
As needed, meet the performance requirements of Universal Banker including, but not limited to: Accurately and efficiently processing and recording teller transactions for Bank customers including cashing checks, accepting deposits and withdrawals, processing loan payments, conducting money transfers, placing stop payments, conducting cash advances, and other related services.
Assessing the needs of the customer, explaining the accounts and services available, and assisting in the selection of the most appropriate product or service for the customer’s needs.
Opening new personal or business accounts including checking and savings accounts, certificates of deposit (CD), safe deposit boxes, individual retirement accounts (IRA), internet banking services, ATM and debit cards, and credit cards.
Accurately prepare all related documentation.
Providing accurate and timely service on account maintenance and research requests, change of address requests, stop payment requests, telephone and wire transfer requests, check orders, funds transfers, and other customer requests.
Respond to customer inquiries and concerns and resolve problems or discrepancies with customer accounts.
Actively participate in the Retail sales program; attend appropriate sales training; utilize sales program initiatives; work with manager to set goals and make every effort to reach targeted goals.
Make referrals to other business units for traditional and non-traditional banking products and services.
Maintain thorough knowledge of all bank products and services; ensure branch personnel acquire and maintain knowledge of all bank products and services.
Consistently deliver Legendary Service by promptly and professionally greeting customers in-person and by phone and facilitating a welcoming and customer-focused environment.
Assist Retail Branch Manager to ensure staff’s thorough knowledge and understanding of compliance, security, and regulatory issues relating to teller and customer service areas (e.g., Bank Secrecy Act, Regulation CC, E, DD, P, OFAC, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
Consistently deliver Legendary Service by promptly and professionally greeting customers in-person and by phone and facilitating a welcoming and customer-focused environment.
Education and/or Experience
Bachelor’s degree or equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
Thorough knowledge of teller and new accounts functions, bank regulations, bank policies and procedures, and bank products and services.
Supervisory experience preferred.
Experience with banking software preferred.
Computer and Equipment Skills
Ability to operate teller and office equipment including computers, calculators/adding machines, telephones, voicemail, electronic typewriters, copy machines, fax machines, automatic currency counter, coin machine, check encoder, remote capture machine, and security devices.
Knowledge of spreadsheet and word processing software preferred.
Communication Skills
Ability to read, write, and speak English.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Strong sales, interpersonal, and communication skills.
Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent.
Ability to accurately and efficiently count, receive, and disburse cash.
Reasoning Ability
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
Ability to deal with problems involving several concrete variables in standardized situations.