Teller Supervisor
First Niagara Financial Group - North Syracuse, NY

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Required Skills:
  • High School Diploma or G.E.D. required
  • 2 years experience as a Teller
  • Demonstrated retail/sales/referral experience of exceeding goals
  • Must successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act (Required for In Store Branches Only)
  • Business acumen - bank products, services, policies and regulatory policies
  • Communication
  • Computer proficiency
  • Customer service
  • Detail-oriented
  • Judgment
  • Organizational skills
  • Problem resolution
  • Sales
Job Description:
Overview:

The Head Teller is expected to be a customer experience leader as well as the operational expert of the branch with the ability to be a referral manager and individual producer. This position requires the individual to adhere to and support First Niagara Bank’s Statement of Values.

Key Responsibilities:

SALES EXPECTATIONS
  • Lead and manage overall referral performance of the teller team to achieve goal
  • Lead and manage the conversion of service requests to sales referrals
  • Prioritize and deploy daily, the most efficient high impact referral activities to generate referral outcomes
  • Fully leverage available sales tools, prescribed in-branch routines and best practices to drive referral activity
  • Generate referrals personally to model and demonstrate service to referral interactions
SERVICE EXPECTATIONS
  • Lead the teller team to provide a consistent and exceptional customer experience that achieves customer satisfaction and loyalty targets (Drive for “5”)
  • Ensure delivery of exceptional customer service behaviors to create advocacy and earn the right to expand relationships
  • Do what’s best for the customer by promoting customer referrals to the most appropriate team members and cross-functional business partners as appropriate
  • Ensure and promote personal ownership for the resolution of customer service issues derived from the teller line
PEOPLE EXPECTATIONS
  • Promote a positive branch environment that inspires, motivates, challenges , supports and provides recognition for exceptional performance
  • Demonstrate hands-on leadership through direct participation in ongoing communication, branch meetings, etc
  • Maximize branch referral productivity and improve employee capabilities/skills through informal coaching routines and mentoring; recommend and leverage training opportunities as appropriate
  • Clearly emphasize the stated referral and service expectations for each teller
  • Assist the Branch Manager in accessing the individual performance of each teller on the team
ADMINISTRATION/OPERATIONAL EXPECTATIONS
  • Take a lead role in the facilitation of prescribed operational/compliance responsibilities to ensure the branch is meeting required standards
  • Take a lead role in educating the teller team for changes in operational/compliance policies and routines as they occur
  • Must adhere to pertinent laws, regulations, First Niagara’s Compliance Policy and external compliance requirements
State:
New York

City:
North Syracuse

First Niagara Financial Group - 2 years ago - save job
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