Senior Bank Teller

Description

POSITION FUNCTION

This is a full-time, non-exempt position reporting to the Branch Manager or Assistant Branch Manager[KC1] [KG2] .

The Senior Bank Teller is responsible for accurately and efficiently processing a variety of financial transactions, including deposits, withdrawals, transfers and payments. The teller will provide exceptional customer service by assisting clients with their banking needs, answering inquiries, and resolving any issues that arise while maintaining a deep understanding of our products and services. This role involves directing customers to other banking services and personnel through referrals and cross-selling and may act as a supporting role to the Head Teller.

Key Responsibilities

Customer Transactions/Customer Service

• Accurately process customer transactions including deposits, withdrawals, transfers, check cashing and loan payments and ATM transactions.
• Efficiently handle customer inquiries, identifying and resolving basic issues promptly.
• Accurately document customer interactions, complaints, and suspicious activities in the appropriate bank systems. 

Account Maintenance/Use of Bank Systems

• Assist customers with opening and closing accounts, updating account information, and providing information on various banking products and services.
• Quickly identify and effectively resolve issues, handle minor technical problems with banking systems, and offer solutions that meet company and customer needs using in-depth product and systems knowledge.

Cash Handling 

• Manage and balance cash drawers daily, ensuring that all transactions are accurately recorded and that there are no discrepancies.
• Balance cash drawer [KC3] while following proper cash handling procedures.

Relationship Building & Sales Support

• Promote exceptional customer service, build positive relationships with clients, provide excellent customer service and build trust to identify relationship deepening opportunities and refer to appropriate team member.
• Identify customer needs and refer them to appropriate banking products and services, including loans, credit cards, and investment accounts.
• Demonstrate teamwork and collaborate effectively to ensure smooth operations. Collaborate with the team, attend sales meetings, and contribute to promotions.
• Actively cross-sell products and services based on prescribed goals. Refer customers to appropriate services and personnel. Maintain comprehensive knowledge of bank products, services, policies, and regulations

Compliance: Security

• Adhere to all banking regulations, policies, and procedures, including Anti-Money Laundering (AML) and Know Your Customer (KYC) requirements. Contribute to branch security by deterring robbery and theft through vigilance, proper greeting procedures, and monitoring activity.
• Follow bank procedures and policies to ensure the security of cash, customer information, and the safety of the banking environment.
• Ensure the confidentiality and security of customer information in accordance with bank policies. Must follow bank security policies and stay informed on the latest security protocols, and promptly reporting any security incidents.
• Adhere to all banking policies, procedures, regulations, and compliance requirements, actively participate in training sessions, and contribute to a culture of regulatory adherence within the bank.
• Participate in ongoing training and complete compliance courses as required

Community Representation/Events

• Participate in Community Reinvestment Act (CRA) initiatives by volunteering in community service opportunities, supporting the bank’s culture of community involvement and social responsibility.

Additional Tasks

• Participate in branch operations like opening, closing, audits, dual control, and maintenance tasks. May perform administrative tasks [KC6] such as auditing transactions, processing mail, scanning documents, maintaining logs, and ordering supplies.
• Assist with the daily proofing and stocking of the ATM. Ensure that the ATM is operational and adequately stocked for customer use.
• Assist the Head Teller with their duties and responsibilities with the ability to cover this role including yet not limited to fundamental understanding of the cash ordering and return processes, Bank Teller schedules, various audit requirements, vault opening and closing procedures, customer account maintenance, proving vault, recycler, and drawers, actively participating in dual control procedures, and ensure appropriate security logs are complete accurately and timely.
• May assist in the mentoring of new Teller staff on policies, procedures, products, services, and customer service standards.

Requirements

Qualifications

• Education: High school diploma or equivalent; some college coursework or a degree in finance, business, or a related field is preferred.
• Experience: Previous experience in customer service, cash handling, or banking is highly desirable.
• Skills: The role requires attention to detail, strong communication skills, and the ability to work efficiently in a fast-paced environment. Strong numerical and analytical skills.  Excellent communication and interpersonal skills. Ability to handle confidential information with discretion.  Proficiency in using computer systems and banking software.

PHYSICAL DEMANDS

• Frequently moves about freely within the branch/office environment to conduct work activities, and interact with clients.
• Continuously operates computers and office productivity equipment such as phones, printers, and audio/visual aids.
• The role may require standing for long periods and handling cash and other banking documents.
• Occasionally lifts and carries lightweight objects and materials, such as boxes of supplies, ledgers, or files under 20 lbs.
• Infrequently stoops, kneels, or reaches during activities like accessing lower file drawers or storage areas.
• Continuously communicates verbally in person and over the phone/video conferencing tools to staff and clients.
• Continuously utilizes visual acuity to operate equipment and review documents, reports, and computer screens.
• Occasionally works extended hours or accommodates schedule adjustments as operational needs require.
• Infrequently travels between branch locations, regional offices, or external events/meetings.
• Regularly handles cash, checks, and other monetary instruments with precision and attention to detail.
• Occasionally sets up and breaks down displays and promotional materials at external events, requiring lifting, carrying, and assembling equipment and displays.