Senior Teller, Holyoke Office

Position Summary:  Handles various customer transactions in a courteous, professional, and accurate manner, while demonstrating exceptional customer service; provides daily support to the Teller Operations Manager, and support/direction to the tellers to ensure efficient operation of the teller line, while adhering to bank policies and procedures, and maintaining customer confidentiality.

Essential Functions:

1. Consistently provides superior professional service to internal and external customers, following the standards of the Customer Impressions program.
2. Consistently meet expectations of teamwork, punctuality and regular, reliable attendance.
3. Has a clear understanding of all teller policies; performs normal teller duties, as described in Teller II essential functions.  Operates Teller Cash Recyclers. Oversees Branch Image Capture.
4. Carries out miscellaneous transactions, including, but not limited to, mail processing, redeeming bonds, issuing money orders and official checks, completing cash advances, and processing safe deposit rental payments, check orders, and debit and credit tickets.
5. Processes night deposit bags and records proper information in the night deposit log.   Also, makes adjustments, when necessary, after verification by second individual.
6. Approves policy exceptions and override transactions and responds to customer complaints.
7. Makes a concentrated effort to resolve customer problems at every opportunity.
8. Assists tellers and customers in researching and resolving errors, as well as unusual transactions.
9. Assists tellers in locating cash discrepancies.
10. Assumes all responsibilities of the Teller Operations Manager in her absence.
11. Creates awareness about the bank’s products and services by looking for opportunities to uncover customer needs and match products and services to those needs.
12. Performs audits in conjunction with the Teller Operations Manager.
13. Provides coaching and development for Tellers by providing timely feedback.  Oversees tellers to ensure compliance with bank policies and procedures.
14. Provides feedback to the Teller Operations Manager regarding Teller performance.
15. Maintains a working knowledge of the BSA requirements and related policies and procedures. Prepares a complete and accurate record for each cash-in or cash-out transaction in excess of $10,000. Uses the Large Currency Transaction database to document each transaction that causes the aggregate cash to exceed $10,000 on an account and for monetary instruments purchased with cash, as defined in policy.
16. Processes foreign currency purchases and sales.
17. May perform customer service-related services, such as change of address requests, providing copies of bank statements, assisting with Instant Issue debit card processes and check re-orders, resetting PINs, Travel Itinerary forms, CD renewals, research requests for account statements, copies of checks or other account documentation.

Other Responsibilities:  Assumes additional responsibilities, as requested.

Education, Experience, and Skills Required:

The following skills, experience, or background are necessary (with or without accommodation) for this position.

1. High school diploma or GED; CFT or additional college courses preferred.
2. Minimum of two (2) years teller experience.
3. Experience in a customer service related position.
4. Excellent communication and interpersonal skills.
5. Demonstrated PC knowledge.

Physical Demands/Conditions Requirements:

1. General office environment.
2. Stands for an extended period of time (up to 7.5 hours per day).
3. Counts cash/coin for an extended period of time (up to 6 hours per day).
4. Counts checks or work slips for an extended period of time (up to 2 hours per day).
5. Uses computer keyboard to enter transactions or obtain account information (up to 3 hours per day).
6. Carries bags of coin (up to 25 pounds).
7. Ability to wear head phones/head set for extended periods of time to communicate with drive-up bank customers.

Equipment Used:  

All employees handling customer accounts and transactions have a duty to report apparent suspicious activity and OFAC matches to the BSA Officer and the Security Officer.