DEPARTMENT: Retail Banking
SUPERVISES: Tellers
CLASSIFICATION: Non-Exempt

POSITION SUMMARY: Under the direction of the Sales and Service Manager, the Lead Teller is responsible for conducting financial transactions between customers and leading the tellers in assisting customers in a positive and proactive manner. This position oversees all teller functions for their location, including staff schedules, branch cash limits, cross-selling products and services to customers and training/assisting tellers accordingly. As a Universal Banker 1, this individual is responsible for developing and maintaining customer relationships through accurately processing all customer transactions, gathering customer data to establish their banking relationship, referring other bank products and services as appropriate for the customer and managing customer accounts as necessary.

PRIMARY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Assist tellers with transaction issues, customer problems and balancing problems while exercising discretion and good judgment. Respond timely to tellers and other Bank staff members’ questions.
• Conduct teller training, both ongoing and for new staff members. Operate in a professional, friendly and efficient manner and ensuring the teller staff operates to those same standards.
• Schedule work hours and breaks for all teller personnel at the branch. Approve PTO requests in accordance to SFB PTO Policy ensuring adequate coverage and back up potential.
• Function as mentor/coach to branch tellers. Facilitate interpersonal conflict resolution as necessary. Communicate recurring or serious issues and seek assistance from Sales & Service Manager as appropriate.
• With assistance from the Sales and Service Manager, write and perform annual teller performance reviews for branch teller staff.
• Responsible for retention of documentation for audit and internal control purposes.
• Assist with care and maintenance of all Teller Security Equipment.
• Wrap and bag coins. Count and verify currency to sell. Balance or assist in balancing the ATM, vault, coin machine, cash recyclers and cash dispenser according to branch procedure. Replenish currency as needed.
• Buy and sell currency or coin from the vault as needed to maintain teller drawer cash limits. Verify strap currency for accuracy.
• Order and ship currency for branch as necessary according to branch procedure, ensuring that vault cash limits are not exceeded. Verifies money received from shipment and other tellers and transfers currency and coin to/from vault.

SECONDARY RESPONSIBILITIES AND ACCOUNTABILITIES:

• Work as a teller at any given location. (Refer to Teller Job Description)
• Work as a Call Center Rep for incoming customer calls.
• Complete online compliance training in a timely manner.
• Follows all Bank policies, procedures and regulations.
• Other duties as may be assigned.

Education

• High School Diploma or equivalent.

Experience

• Previous customer service is required
• 1-3 years of banking experience is preferred
• Previous supervisory experience is strongly desired

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 employees, co-workers and customers.
• Performs all duties with accuracy.

WORKING CONDITIONS:

• Work is performed largely within the Bank with limited chance for personal injury. Prolonged and frequent mental and visual concentration required. Periodic stressful situations in response to multiple priorities within established deadlines. Work hours are generally during normal business hours.
• Average at least 35-40 hours per week.
• 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.

Security Financial Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.