Teller

Description

POSITION SUMMARY:    Under the direction of the Lead Teller, the Teller responds to routine customer inquiries in a competent manner, while building a friendly, professional customer service relationship. All Tellers are responsible to follow Bank procedure with respect to all teller transactions. The Tellers also identify and recommend products and services that will help the customer and refer customers to our other expert team members to learn more.

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES: 

1. Verify accuracy of image captured by scanner when processing all transactions. Make corrections, as necessary.
2. Receive checking and savings deposits: verify cash and endorsements, verify proper identification for cash back, and issue receipts of deposit.
3. Examine checks deposited and determine proper funds availability based on regulation requirements completing Hold Notices when necessary.
4. Process savings withdrawals and close accounts at customer request.
5. Cash checks: verify endorsements and proper identification and ensure validity of checks presented.
6. Process change orders, night deposit and mail transactions according to the Bank’s procedure.
7. Accept and apply Safe Deposit Box payments ensuring they are posted to specific customer’s safe deposit box #.
8. Accept loan payments: verify payment amount, ensure proper coding, and issue receipts.
9. Assist with processing courier bag(s) according to branch procedure.
10. Wrap and bag coins. Count and verify currency to sell. Balance or assist in balancing the ATM, vault, coin machine, cash recyclers and dispensers according to branch procedure. Replenish currency and coin as needed.
11. Assist with care and maintenance of all teller security equipment.
12. Place orders for checks and deposit slips as requested by customers verifying that all customer information is up to date in Xperience and on new order.
13. Cross-sell bank products and services referring customers to the proper department for issues that cannot be resolved at the teller line.
14. Issue money orders and cashier’s checks, redeem U.S. Savings Bonds, process cash advances, and sell Visa Prepaid Cards.
15. Buy and sell currency from the vault as necessary, ensuring that teller drawer cash limits are not exceeded.
16. Balance drawer daily, including frequent trial balancing for accuracy. 
17. Balance or assist with balancing vault, recyclers, dispenser, and coin machine daily or as assigned.
18. Maintain appropriate currency logs and complete Currency Transaction Reports when appropriate.
19. Answer customer inquiries (in-person and phone) regarding interest rates, service charges, and account histories while complying with disclosure requirements, regulations, and consumer privacy policies.
20. Provide customers with information regarding their deposit services. Explain product features and associated fees and costs.
21. Order and ship currency for branch as needed according to branch procedure, ensuring that vault cash limits are not exceeded. Verify money received from shipment and other tellers and transfer currency and coin to/from the vault.
22. Assist Lead Teller with retention of documentation for audit and internal control purposes.

SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:  

1. Provide assistance to other departments and bank employees as needed.
2. Complete online compliance training in a timely manner.
3. Follows all Bank policies, procedures, and regulations.
4. Other duties as may be assigned.

Qualifications

TEAM/COMMITTEE ASSIGNMENTS:

• N/A

ROLE QUALIFICATIONS:

Education

• High School Diploma or equivalent.

Experience

• Previous cash handling or sales experience preferred.
• Previous customer service experience preferred.

Other Skills and Abilities

• Excellent customer service skills and the ability to work effectively and non-defensively with customers and staff members in order to provide superior customer service.
• Ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with Bank exposure to loss or fraud.
• Excellent listening, verbal communication, and phone etiquette skills.
• Must be customer service driven with a high level of interpersonal skills to handle sensitive and confidential situations.
• Knowledge of bank products and services.
• Knowledge of various federal regulations including Bank Secrecy Act, Right to Financial Privacy Act and Regulation E.
• Possess the ability and strong desire to develop the “team” within the Bank.
• Proficient computer skills including experience with Windows based applications (ability to navigate within multiple screens).
• Ability to operate a variety of office equipment, including a multi-line phone system, PCs, printers, and scanners.

PERFORMANCE MEASURES:

• Thoroughness and timeliness of services provided to internal and external customers.
• Effectiveness of communications and development of good working relationships with co-workers and customers.
• Takes initiative to complete all duties with accuracy.

WORKING CONDITIONS:

• Work is performed largely within the Bank with limited chance for personal injury.  Prolonged and frequent mental, audio, visual, and verbal concentration required in responding to customer requests, computer work and viewing monitors. Fine motor skills to operate mouse and keyboard. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally daytime hours Monday-Friday with rotating Saturdays.
• Must be able to stand and walk the majority of the work shift hours to serve customers at the Teller line and drive-up. 
• Must be able to grasp and lift up to 40 pounds infrequently.
• Bending, stooping about 5-10% of the workday depending on the day’s job duties (such as vault counts).
• Serves as a representative of the organization at appropriate functions.

GENERAL NOTICE:

This position description describes the general nature and level of work performed by the employee assigned to this position and should not be interpreted as all inclusive. It does not state or imply that these are the only duties and responsibilities assigned to the position. The employee may be required to perform other job-related duties. All requirements are subject to change and to possible modification to reasonably accommodate individuals with a disability.

This position description does not constitute an employment agreement between the Bank and employee and is subject to change by the employer as the needs of the Bank and requirements of the position change.