Head Teller
First Financial Corporation - Terre Haute, IN

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Overall supervision of tellers including but not limited to scheduling of employee’s shifts approving checks resolving teller errors and providing a positive leadership direction. Provides a variety of banking services to First Financial Corporation customers and non-customers by assisting with product/service information handling transactions in an accurate and timely manner and providing excellent customer service.

Typical Job Entry Requirements
(To perform this job successfully an individual must be able to perform each essential satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.)
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High school diploma or equivalent.
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Previous teller experience.
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Supervisory experience a plus.
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Cash handling experience.
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10-key calculator skills.
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Must enjoy customer contact.
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Good organizational skills.
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Team oriented.
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Willingness to accept responsibility.
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Ability to effectively and positively provide leadership direction.
Primary Operational Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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Overall supervision of teller staff.
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Schedule employee’s starting ending and lunch break times.
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Approve checks for tellers.
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Provide and maintain exceptional customer service.
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Fostering and maintaining an environment in which tellers are encouraged and empowered to deliver superior customer service.
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Monitoring day-to-day teller customer service performance through direct observation.
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Reporting customer service promotions to customer service committee and tracking and evaluating the results of these promotions.
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Developing expected teller customer service behaviors.
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Organize materials and equipment.
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Analyze problems and provide solutions in coordination with branch management.
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Answer customer and teller’s questions.
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Resolve teller errors.
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Act as teller when needed.
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Additional duties as assigned.
Primary Sales/Service Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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Effectively demonstrates all behaviors as defined by Customer Service Standards and Branch Shop Report Cards.
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Receives appropriate shop scores.
  • Services Account Transaction Requests

Recognizes and Follows Through on Referral Opportunities
  • Uses brief simple questions to qualify needs and uses open-ended questions to generate a two-way conversation.
  • Asks qualifying questions.
  • Allows time for customer to respond.
  • Provides feedback to assure understanding of customer responses.
  • Identified potential needs through observation questioning and listening.
  • Suggest solutions by explaining benefits.
  • Gives the customer any appropriate product literature.
  • Documents referral to appropriate bank representative using required process.
  • Meets a mutually established quality referral goal.
  • Follows through with the banker to determine the outcome of the referral.

Personal Development
  • Establishes with Sales Manager personal goals for improving service and sales referral behaviors.
  • Develops with Sales Manager an action plan designed to improve operational and sales goals as identified.
  • Cross-trains in specialized areas of teller operations as required.

Competency/Skill Level
(The behaviors knowledge and motivations important to success in the job.)
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Written and Oral Communication skills
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Leadership skills
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Persuasiveness/Sales skills
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Initiative
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Customer Service Orientation
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Problem Assessment and Solving skills
Key Behaviors
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Provides Proper Telephone Etiquette to Internal/External Customers
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Services Internal/External Customer Requests/Inquiries
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Reviews Required Documentation for Accuracy and Completeness
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Recognizes and Follows Through on referral Opportunities
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Personal Development as Established with Manager
Bank Secrecy Act
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Maintain sufficient knowledge and understanding of the Bank Secrecy Act Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
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To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs.
Critical Job Elements
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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Generally good working environment with little exposure to noise extreme temperatures or other adverse factors.
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Above average physical effort of hand and eye coordination and dexterity of hand and fingers to work efficiently and accurately.
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Above average mental effort consisting of complexity of decision making time pressure concentration and memory.
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Above average verbal and written communication skills in order to process customer’s transactions accurately.