Summary: Supervises the teller department by ensuring that all Bank policies/procedures are followed and directing workflow and efficiencies. Responds to requests for assistance from staff and handles the more difficult customer inquiries and situations. Possesses strong referral profiling and coaching skills and exceptional customer service skills. Actively promotes BankFinancial.

Essential Duties and Responsibilities

Customer Service/Sales

• Supervises Teller staff. Directs the day-to-day operations activities of the Teller area including teller balancing, ordering cash, cash vault balancing, scheduling teller staff, ordering supplies, and completing daily and monthly reports, ensuring an excellent customer experience at every point of contact.

• Provides exceptional customer service. Meets and strives to exceed the service standards established and outlined by management

• Maintains working knowledge of all Bank, Wealth Management, and Financial Assurance products and services in order to answer routine customer inquiries and explain basic Bank regulatory policy and procedures.

• Answers customer inquiries related to account balances, Bank services and general information efficiently and professionally.

• Promotes Bank products and services through identifying referral opportunities and directing Customers to the appropriate Bank representative.

• Meets or exceeds all established sales goals assigned by identifying the needs of potential and existing Customers, offering appropriate products and services, and referring qualified clients.

• Interacts with Customers and Associates to research and solve problems/disputes.

• Interacts with various Bank departments to resolve tasks.

Branch Operations

• Performs all Teller I, II, and III duties when necessary and maintains cash reserve drawer.

• Approves transactions within assigned authority limits using discretion and independent judgment while ensuring that the Bank’s policies and security procedures are being followed.

• Resolves all teller and banker department errors, disputes, and out of balance situations in a timely manner.

• Completes monthly branch self-assessments in accordance with policy and procedures.

• Adheres to alarm testing requirements.

• Adheres to the Cash Difference/Occurrence Policy and all reporting requirements. This includes timely resolution with teller out-of-balance situations.

• Complies with the Privacy and Customer Data Protection Policy by maintaining customer confidence. Protects Bank operations by keeping information confidential and secure at all times.

• Adheres to all Bank policies and procedures and all local, state, and federal statutory regulations.

• Completes all required training.

Staff Development/Leadership

• Mentors, observes, and coaches teller staff to ensure that customer service is at optimal levels and that branch goals are met.

• Actively participates, attends and regularly holds in branch sales/operational/team building meetings.

• Ensures that adequate staff is scheduled to meet appropriate business levels, oversees that customers are serviced quickly, efficiently, and that all standards are met.

• Completes performance reviews. Issues and monitors disciplinary warnings and performance improvement plans.

• Conducts first level interviews for open teller positions and provides suggestions and recommendations in the recruitment, hiring, and termination of branch associates.

• Ensures that associates are properly trained and following company policies and procedures in all department areas.

• Identifies training opportunities for associates to enhance career development and recommends promotions or other change in status.

• Maintains continuous program for self-improvement by attending educational workshops and reviewing professional publications.

BankFinancial is an Equal Opportunity Employer (minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity)
Experience and Skills:

• High school diploma or general education degree (GED)

• At least two years of previous banker and/or teller experience

• Strong understanding and knowledge of bank products and services

• Previous sales experience