Teller Supervisor/Customer Service Representative

POSITION SUMMARY:

Provides assistance to new and established customers, including cross selling of products and services. Performs a variety of customer services, such as opening new accounts, establishing direct deposit accounts, opening retirement accounts, and assisting customers with inquiries concerning products and services. 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. 

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. 

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:

Meet and greet the customer as they enter their department/facility.  Assess the needs of the customer, explain the different types of accounts available and assist in the selection of the most appropriate one for their needs. 

Actively participate in the sales program; attend appropriate sales training; utilize sales program initiatives; work with manager to set sales goals and make every effort to reach targeted goals. Make referrals to other business units for traditional and non-traditional banking products and services. 

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. Participate in sales programs to generate new customers. 

Open personal or business accounts and prepare all related documentation. Open new accounts, open debit cards, issue and redeem Certificates of Deposit, and open and add to Individual Retirement Accounts. 

Prepare all related documents for wire transfers; forward to wire transfer department. 

Answer questions, give explanations, and solve problems for customers face-to-face, over the phone and through correspondence. 

Acquire and maintain knowledge of all bank products and services. 

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. 

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

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

Ensure all teller stations are adequately stocked and ready for subsequent shifts at change over or closing. 

Performs normal teller duties on a daily basis:

Provide daily deposit services such as handling deposits, withdrawals, holds, loan payments, 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. Assist in identifying cash offages. Maintain cash drawer variances within Central Bank guidelines. 

Prepare necessary forms for proper completion of Bank Secrecy Act (BSA) requirement. Includes obtaining appropriate documentation from customers and non-customers. 

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 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. 

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 safe deposit box responsibilities.  May be assigned other duties and responsibilities. May be assigned work or training at other assigned locations.