Provides excellent customer service by greeting customers in a friendly manner, smiling, establishing eye contact, expressing a desire to help and using a friendly tone of voice, while supervising the teller line. Embraces, promotes, and is accountable for delivering, Fulton’s superior customer service program. The Head Teller will also be responsible for accurately performing teller duties, including cashing checks, receiving deposits and processing other complex transactions as authorized and within policy. Provides guidance to tellers in complex customer transactions, balancing daily settlements, and meeting customer needs. Trains new tellers on job responsibilities. Ensures adequacy of currency and coin supply at the branch location.
Accurately performs teller transactions in accordance with bank policies and procedures. Routine transactions include but are not limited to deposits, withdrawals, official checks, loan payments and other ancillary services in a timely manner. Responds to customer inquiries on the telephone and in person adhering to guidance on customer privacy and customer confidentiality. Provides responsive, quality customer service at all times. Adheres to check cashing policies and obtains appropriate approvals on checks over the approved check cashing limit. Balances drawer in a timely fashion. Maintains currency and coin supplies within bank policy limits and security standards. Follows all established security procedures. Maintains balancing records, proof errors and return items within standards acceptable to the bank. Follows policies and procedures for issuing negotiable instruments. Strictly follows requirements of audit and compliance, including currency transaction reporting. Seeks assistance for handling accounts with special alerts and/or holds. Responsible for the daily branch settlement and reconcilement process, including oversight for teller correcting entries.
Validates branch cash balance with general ledger. Monitors branch Operating Risk Loss accounts and maintains teller over/short records. Responsible for branch audit compliance.
Supervises teller line as directed by the Branch Manager or Assistant Branch Manager by participating in a branch team environment within which employees perform individually and collectively to achieve branch goals. Participates in staffing decisions, interviews, work schedules, promotions, hiring, cross training, and assignments of responsibilities to ensure the right people are available to meet customers' needs. Assists in the monitoring of individuals' performance to standards or goals, providing timely formal and informal performance feedback to employees. Recommends tangible and intangible rewards and recognition to employees for performance and accomplishments. Assists with the completion of semi-annual and annual performance appraisals for each teller in a timely manner.
Recognizes and demonstrates skills learned by following through on referral opportunities by using open-ended questions to generate a two-way conversation. Exercises good listening skills such as paraphrasing and asking clarifying questions to identify needs. After identifying need, introducing customer to appropriate branch sales person or business partner. Having sufficient knowledge of the bank’s products and services to enable them to complete a referral to appropriate branch sales person. Meeting a mutually established quality referral goal. Actively participate in branch sales meetings, sales training and sales coaching. Consistently demonstrates personal selling skills by achieving individual goals. The Head Teller will be responsible for ensuring the teller line has a solid understanding of this process and will work with the branch management team to offer suggestions, implement best practices, etc.
Completes administrative responsibilities including: controlling vault cash, shipping and ordering cash and coin, preparing cash and coin for tellers and balancing vault cash, staff scheduling, etc.
Contributes to the efficient operation of the branch by performing other branch duties such as maintaining branch vault cash, night deposit transactions, maintaining branch logs, audit and compliance logs, opening and closing vault, settling and maintaining ATM. Must have the willingness and desire to supervise co-workers and share responsibilities. Adheres to schedule by not only arriving, but also being ready to work, on time. Maintains good working relationships with fellow employees to ensure teamwork within the branch and throughout the bank.
Trains new tellers and answers routine questions related to the teller line responsibilities.
Recommends and implements consistent best practices for the teller line.
Required Experience A minimum of two (2) years previous banking experience or retail experience (including cash handling and customer service experience) required. Previous supervisory experience preferred.
Details Must be available Monday-Saturday
40 hours a week
Fulton Financial Corporation - 14 months ago