Teller Supervisor/CSR

POSITION SUMMARY:

In addition to teller duties, assists tellers in the efficient handling of customer needs, reviewing and checking the work of other tellers, and assisting in the resolution of other teller problems. Maintains records of vault and teller station cash balances, and oversees currency accounts.  Provides a variety of teller and savings/checking account services such as handling deposits, withdrawals, payments, greeting customers and maintaining accounts. Operates a variety of office equipment. Explores customer needs and cross-sells services that are in the best interest of the customer. Makes appropriate referrals to other business units for traditional and non-traditional banking products and services. Provides superior service to customers. Conducts relationships and activities consistent with established Bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Supervise tellers and assist Assistant Banking Center Manager and/or Banking Center Manager on performance evaluations for tellers; assist with grievance resolution.

Provide on-the-job training for tellers on an as-needed basis. Monitor tellers to ensure compliance with bank’s policies and procedures. Issue written and oral instructions on teller operations as necessary.

Ensure that bank policies and procedures are followed and that teller personnel are aware of proper operating procedures.

Assist tellers in locating cash discrepancies; manage unusual window transactions and answer difficult customer questions.

Assist in problem resolution for tellers and customers.

Assign duties and work schedules to ensure efficient functioning of the department.

Performs normal teller duties on a daily basis:

Provide daily deposit services such as handling deposits, withdrawals, holds, loan payments, travelers checks, cashier’s checks, money orders, stop payments, telephone transfers, direct deposits, cash advances, and other related matters.

Maintain cash drawer within prescribed limits. Purchase from and sell money to vault as needed.

Accurately count, receive and disburse cash and accurately handle mutilated and bait currency.

Verify and balance assigned cash drawer daily. Maintain cash over and short record.  Maintain cash drawer variances within Central Bank guidelines.

Acquire and maintain thorough knowledge and understanding of compliance and regulatory issues relating to teller and customer service areas (i.e. Bank Secrecy Act, Regulation CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations.

Acquire and maintain thorough understanding of security procedures; practice established procedures. Understand role and ensure staff’s understanding in case of robbery, whether victim or bystander, and know proper post-robbery procedures.

Maintain neat and orderly work area and ensure that all cash, negotiables and confidential records are secured and/or disposed of properly.

Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone. Actively listen to our customers, and maintain a friendly, positive and professional attitude. Resolve difficult situations with tact and diplomacy. Look for creative ways to make customers feel appreciated and special.

Actively take advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products and services meet needs of customer.

Actively participate in the 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.

Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record keeping requirements.

Acquire and maintain knowledge of all bank products and services.

Complete or attend all required training.

ADDITIONAL DUTIES AND RESPONSIBILITIES:

Assist others in the department/facility as needed and/or directed. May be assigned vault and/or ATM balancing responsibilities. May be assigned new account responsibilities.  May be assigned other duties and responsibilities. May be assigned work or training at other assigned locations.

High school education or equivalent; one to two years of job-related experience, including teller training and experience.  New accounts training and experience preferred.

Good interpersonal and supervisory skills required.

Basic math skills, Intermediate PC and typing skills, and the ability to count U.S. currency required.

Basic 10 Key Skills.

Typing 25 wpm.

Attention to detail and high degree of accuracy required.

Ability to maintain regular and punctual attendance.

Ability to read, write, and speak English. Effective oral and written communication skills.

Strong customer relations skills and ability to communicate and work well with employees and customers in a cooperative, positive manner.

Look for sales and referral opportunities in a “needs based” selling environment.

Must possess good judgment skills and the ability to handle confidential information.

Ability to work quickly and accurately, to analyze information and make decisions.

Willingness to assume additional responsibilities/duties/projects as they arise.

Ability to operate teller and office equipment including computers, calculators/adding machines, telephones, voicemail, copy/fax machines, automatic currency counter, coin machine, check encoder, and security devices.

Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL AND SENSORY DEMANDS:

Regularly required to sit; stand; walk; talk; see and hear. Regularly required to use hands to finger, handle, or feel objects, tools, or controls and reach with hands and arms. Occasionally required to stoop, kneel, or crouch.

Frequently lift, and/or move up to 25 pounds. Occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORKING ENVIRONMENT:

Work is normally performed in a typical interior/office work environment. The individual experience little discomfort from noise, dust or other factors. Required to stand for extended periods when providing customer services. Exposed to potentially hazardous condition, i.e., robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.