What are the responsibilities and job description for the Head Teller position at SYNERGY BANK?
DEPARTMENT: Retail Sales
SUPERVISOR: Branch Manager
POSITION SUMMARY: The Head Teller is directly responsible for overseeing a team of Tellers that report to them daily. The Head Teller will also step in to assist customers and other Tellers as needed or as directed by management. They will conduct performance evaluations, train or coach their team where necessary, and strive for continued growth within their team of Tellers.
POSITION RESPONSIBILITIES:
General Job Functions
Performs normal Teller duties as needed, or as directed by management.
Protects customers and the bank from fraudulent activity including counterfeit checks, unfair, deceptive and abusive practices, and elder abuse.
Audits Assistant Head Tellers cash drawer monthly.
Vault custodian duties:
o Maintains adequate cash inventory for teller department, monitoring total cash on hand and notifying management of outages, including over-limit at the end of the workday.
o Balances and records vault transactions daily.
o Ensures that all vault transactions are done under dual control by at least two qualified bank employees.
o Verifies all money received or sent for federal deposit.
o Recording and spot-checking bait money for vault and all cash drawers.
o Making sure all cash, coin and negotiables are secured daily before leaving the bank.
Provides the Synergy Bank standard of excellence in customer service:
o Providing excellent customer service to every guest of the Bank by greeting them and managing their inquiries.
o Acts as a role model by possessing a strong work ethic, is able to balance records well, and demonstrate a firm knowledge of all the inner workings within the department.
o Monitors customer activity to ensure that everyone receives satisfactory service.
o Manages unusual window transactions and answers difficult customer questions.
o Encourages sales referrals from their team while providing consistent referrals themselves.
o Assists in answering telephones when necessary.
Assumes accountability of the overall Teller function of the branch:
o Provides knowledge and guidance in problem solving, motivation, and employee development of all team members.
o Executes approvals and overrides as requested.
o Prepares work schedules weekly while anticipating staffing needs during breaks based on customer traffic.
o Ensures that customers are met with appropriately trained staff who are ready to go at the advertised time.
o Trains new staff in use of banks equipment, their policies, procedures, all customer service activities, cross-selling, and effective and accurate processing of customer account transactions.
o Conducts departmental meetings while acting as a liaison between the Tellers and the Branch Manager.
o Reviews staff Reg CC holds.
o Maintains an open line of communication with staff and all other departments.
o Conducts performance evaluations by identifying the developmental needs of his/her staff while coaching, mentoring, and helping to improve their knowledge and/or skills.
o Ensures security procedures and all bank policies are followed.
o Ensures all required duties are completed timely, such as money order remittance, work in courier bag by deadline, re-cap sheet complete, timers set and armed, etc.
o Assists Tellers in locating cash discrepancies and audits tellers when out of balance.
o Responsible for reporting any outages and making necessary collection efforts.
o Conducts monthly cash and required audits of money orders, official checks, gift cards, other negotiables, reviews ATM, night deposits, surveillance, and branch logs for accuracy in the absence of the Assistant Head Teller.
Participates on ATM on-call response and alarm response teams.
Carries out various duties as directed by their supervisor.
BALANCING PROTOCOL & RESPONSIBILITIES:
The responsibility of balancing is a priority of the Head Teller position. Every day they are responsible for physically hand counting all loose cash, strap cash, and coins to ensure the teller drawer, ATM, and cash vault all balance. Cheat sheets indicating the coin amounts in the vault are strictly prohibited in lieu of physically counting it daily. Trades must be done through Teller machines at the time the funds are given and received. There is no exception to this procedure.
If at any time during the day, the drawer is counted to balance, the cash count is to be printed and placed in the work bin. At the end of the workday, a clear screen must be used to balance the drawer and physically count all monies. If a transaction is completed for a customer either during or after this count, again, a clear screen must be used, and all monies shall be physically recounted.
It is important to understand that if money is miscounted, and the drawer balances, then that is force balancing the drawer. This is grounds for disciplinary action. If a drawer is counted and found to be out of balance, a second employee must count that drawer as well. That count must agree with the initial count, and if not, a supervisor must count to verify accuracy. Outage entries must be run before the day can be closed. All Tellers must ensure that their transactions have been received by CSI before exiting their teller.
The undersigned both acknowledges and understands the above statements and shall abide by all bank policies and procedures.
REQUIRED QUALIFICATIONS:
Ability to adapt and problem solve with minimal notice.
Ability to resolve conflicts between co-workers.
Ability to exhibit positivity and cooperation while embracing the ideas of others.
Proficient in Microsoft Word and basic understanding of Microsoft Excel.
Knowledge of business and management principles including leadership techniques and coordination of people and resources.
Ability to pay close attention to detail.
Ability to comprehend and analyze information in order to draw a conclusion.
Ability to maintain composure, suppress extreme emotions, controlling anger, and avoiding aggressive behavior in trying situations.
Ability to establish and maintain interpersonal relationships to relate with co-workers, customers, and peers.
Must possess active listening skills giving full attention to what others are saying while understanding the points being made and not interrupting.
Must always be looking for ways to help others.
Must be aware of the actions and reactions of others and respond appropriately.
Must demonstrate persuasion and negotiation skills.
Ability to utilize decision making skills.
Ability to manage ones own time and the time of others.
Advanced knowledge of bank products in order to train team members and assist with cross-selling.
Ability to multi-task in a fast-paced work environment.
Ability to organize and prioritize daily tasks.
Ability to present a business-professional appearance.
Must have reliable transportation to commute to and from work.
EDUCATION AND EXPERIENCE REQUIRED:
Minimum of 3 years previous Head Teller experience or five years Assistant Head Teller.
Previous experience in a supervisor role.
High School Diploma or GED equivalent.
EDUCATION AND EXPERIENCE PREFERRED:
Knowledge of CSI / NuPoint system.
Associates or higher in Business or related area of study.
COMMUNICATION:
Must be able to provide information to supervisors and co-workers both verbally and in written format.
PHYSICAL REQUIREMENTS:
Ability to adapt to a flexible work schedule, which will generally consist of 40 hours of work per week but given that he/she is in a supervisor role, they will need to make themselves available 40 Hours Scheduled between the hours of Monday - Thursday 7:40 AM - 5:10 PM, Friday 7:40 AM - 5:45 PM, Saturday 7:40 AM - 12:15 PM.
Must be able to stand or stand/walk for up to 4 hours at a time without the opportunity to sit down or get off his/her feet.
Must be able to interact with the public utilizing various methods of communication.
Must exhibit proper dexterity with both hands and digits as counting currency is a frequent request throughout the workday.
Ability to work over the head while lifting up to ten pounds simultaneously for short periods of time throughout the workday.
Must be able to properly distinguish colors of Farnsworth lantern test to accurately work drive through station(s).
Employee may be required to squat multiple times and remain in that position for short periods of time while searching and/or reaching for supplies at ground level. This could occur as few or as many times as necessary to accomplish the requested task.
Must be able to lift and carry approximately 40-50 pounds multiple times throughout the day.
MENTAL REQUIREMENTS:
Must have the attention span to stay alert and attentive during a normal 8 10 hour workday.
The Head Teller must be able to make sound, quick decisions based on the facts of a situation and remain calm and in control in a possibly ever-changing environment or an emergency.
Must be able to follow instructions and procedures exactly as trained or as directed by his or her supervisor.
Employee must be able to listen to, grasp, and respond positively to supervision and instructions by Management.
Physical and cognitive ability to perform the essential duties and functions of his/her job.
SUPERVISOR: Branch Manager
POSITION SUMMARY: The Head Teller is directly responsible for overseeing a team of Tellers that report to them daily. The Head Teller will also step in to assist customers and other Tellers as needed or as directed by management. They will conduct performance evaluations, train or coach their team where necessary, and strive for continued growth within their team of Tellers.
POSITION RESPONSIBILITIES:
General Job Functions
Performs normal Teller duties as needed, or as directed by management.
Protects customers and the bank from fraudulent activity including counterfeit checks, unfair, deceptive and abusive practices, and elder abuse.
Audits Assistant Head Tellers cash drawer monthly.
Vault custodian duties:
o Maintains adequate cash inventory for teller department, monitoring total cash on hand and notifying management of outages, including over-limit at the end of the workday.
o Balances and records vault transactions daily.
o Ensures that all vault transactions are done under dual control by at least two qualified bank employees.
o Verifies all money received or sent for federal deposit.
o Recording and spot-checking bait money for vault and all cash drawers.
o Making sure all cash, coin and negotiables are secured daily before leaving the bank.
Provides the Synergy Bank standard of excellence in customer service:
o Providing excellent customer service to every guest of the Bank by greeting them and managing their inquiries.
o Acts as a role model by possessing a strong work ethic, is able to balance records well, and demonstrate a firm knowledge of all the inner workings within the department.
o Monitors customer activity to ensure that everyone receives satisfactory service.
o Manages unusual window transactions and answers difficult customer questions.
o Encourages sales referrals from their team while providing consistent referrals themselves.
o Assists in answering telephones when necessary.
Assumes accountability of the overall Teller function of the branch:
o Provides knowledge and guidance in problem solving, motivation, and employee development of all team members.
o Executes approvals and overrides as requested.
o Prepares work schedules weekly while anticipating staffing needs during breaks based on customer traffic.
o Ensures that customers are met with appropriately trained staff who are ready to go at the advertised time.
o Trains new staff in use of banks equipment, their policies, procedures, all customer service activities, cross-selling, and effective and accurate processing of customer account transactions.
o Conducts departmental meetings while acting as a liaison between the Tellers and the Branch Manager.
o Reviews staff Reg CC holds.
o Maintains an open line of communication with staff and all other departments.
o Conducts performance evaluations by identifying the developmental needs of his/her staff while coaching, mentoring, and helping to improve their knowledge and/or skills.
o Ensures security procedures and all bank policies are followed.
o Ensures all required duties are completed timely, such as money order remittance, work in courier bag by deadline, re-cap sheet complete, timers set and armed, etc.
o Assists Tellers in locating cash discrepancies and audits tellers when out of balance.
o Responsible for reporting any outages and making necessary collection efforts.
o Conducts monthly cash and required audits of money orders, official checks, gift cards, other negotiables, reviews ATM, night deposits, surveillance, and branch logs for accuracy in the absence of the Assistant Head Teller.
Participates on ATM on-call response and alarm response teams.
Carries out various duties as directed by their supervisor.
BALANCING PROTOCOL & RESPONSIBILITIES:
The responsibility of balancing is a priority of the Head Teller position. Every day they are responsible for physically hand counting all loose cash, strap cash, and coins to ensure the teller drawer, ATM, and cash vault all balance. Cheat sheets indicating the coin amounts in the vault are strictly prohibited in lieu of physically counting it daily. Trades must be done through Teller machines at the time the funds are given and received. There is no exception to this procedure.
If at any time during the day, the drawer is counted to balance, the cash count is to be printed and placed in the work bin. At the end of the workday, a clear screen must be used to balance the drawer and physically count all monies. If a transaction is completed for a customer either during or after this count, again, a clear screen must be used, and all monies shall be physically recounted.
It is important to understand that if money is miscounted, and the drawer balances, then that is force balancing the drawer. This is grounds for disciplinary action. If a drawer is counted and found to be out of balance, a second employee must count that drawer as well. That count must agree with the initial count, and if not, a supervisor must count to verify accuracy. Outage entries must be run before the day can be closed. All Tellers must ensure that their transactions have been received by CSI before exiting their teller.
The undersigned both acknowledges and understands the above statements and shall abide by all bank policies and procedures.
REQUIRED QUALIFICATIONS:
Ability to adapt and problem solve with minimal notice.
Ability to resolve conflicts between co-workers.
Ability to exhibit positivity and cooperation while embracing the ideas of others.
Proficient in Microsoft Word and basic understanding of Microsoft Excel.
Knowledge of business and management principles including leadership techniques and coordination of people and resources.
Ability to pay close attention to detail.
Ability to comprehend and analyze information in order to draw a conclusion.
Ability to maintain composure, suppress extreme emotions, controlling anger, and avoiding aggressive behavior in trying situations.
Ability to establish and maintain interpersonal relationships to relate with co-workers, customers, and peers.
Must possess active listening skills giving full attention to what others are saying while understanding the points being made and not interrupting.
Must always be looking for ways to help others.
Must be aware of the actions and reactions of others and respond appropriately.
Must demonstrate persuasion and negotiation skills.
Ability to utilize decision making skills.
Ability to manage ones own time and the time of others.
Advanced knowledge of bank products in order to train team members and assist with cross-selling.
Ability to multi-task in a fast-paced work environment.
Ability to organize and prioritize daily tasks.
Ability to present a business-professional appearance.
Must have reliable transportation to commute to and from work.
EDUCATION AND EXPERIENCE REQUIRED:
Minimum of 3 years previous Head Teller experience or five years Assistant Head Teller.
Previous experience in a supervisor role.
High School Diploma or GED equivalent.
EDUCATION AND EXPERIENCE PREFERRED:
Knowledge of CSI / NuPoint system.
Associates or higher in Business or related area of study.
COMMUNICATION:
Must be able to provide information to supervisors and co-workers both verbally and in written format.
PHYSICAL REQUIREMENTS:
Ability to adapt to a flexible work schedule, which will generally consist of 40 hours of work per week but given that he/she is in a supervisor role, they will need to make themselves available 40 Hours Scheduled between the hours of Monday - Thursday 7:40 AM - 5:10 PM, Friday 7:40 AM - 5:45 PM, Saturday 7:40 AM - 12:15 PM.
Must be able to stand or stand/walk for up to 4 hours at a time without the opportunity to sit down or get off his/her feet.
Must be able to interact with the public utilizing various methods of communication.
Must exhibit proper dexterity with both hands and digits as counting currency is a frequent request throughout the workday.
Ability to work over the head while lifting up to ten pounds simultaneously for short periods of time throughout the workday.
Must be able to properly distinguish colors of Farnsworth lantern test to accurately work drive through station(s).
Employee may be required to squat multiple times and remain in that position for short periods of time while searching and/or reaching for supplies at ground level. This could occur as few or as many times as necessary to accomplish the requested task.
Must be able to lift and carry approximately 40-50 pounds multiple times throughout the day.
MENTAL REQUIREMENTS:
Must have the attention span to stay alert and attentive during a normal 8 10 hour workday.
The Head Teller must be able to make sound, quick decisions based on the facts of a situation and remain calm and in control in a possibly ever-changing environment or an emergency.
Must be able to follow instructions and procedures exactly as trained or as directed by his or her supervisor.
Employee must be able to listen to, grasp, and respond positively to supervision and instructions by Management.
Physical and cognitive ability to perform the essential duties and functions of his/her job.
