The Head Teller will be responsible for referral targets / goals which will be established and evaluated on an on-going basis by management. The participation in these goals will build internal and external client relationships and enhance shareholder value for the organization.
The Head Teller is responsible for exceeding the expectations of the client while conducting a variety of transactions within approved guidelines, as established by the Bank. The Head Teller will welcome every established, new or potential client to the Bank. Relying on his/her experience, the Head Teller will consistently anticipate clients’ needs and refer appropriate products and services. The Head Teller will consistently refer clients to all areas of the Bank. The Head Teller will also be responsible for the coordination of teller activities and practices in regard to banking center operations.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
1. Relationship Development. Accept responsibility for all corporate goals and proactively apply enthusiasm, knowledge, and sound practice in achieving them.
a. Exceed clients’ expectations when conducting a variety of transactions such as accepting deposits and payments, cashing checks, withdrawing cash, etc.
b. Meet/exceed individual sales goals and contribute to meeting BC sales goals by promoting products, cross selling, and making referrals.
c. Develop and constantly increase knowledge of processes and procedures related to a variety of consumer transactions.
d. Uncover client needs and connect clients to Bank products or other BC associates who can meet their needs.
2. Serve. Model the values of the Bank in all internal and external relationships. Routinely exceed client expectations in every interaction. Contribute to meeting or exceeding the service goals of the BC and Bank.
a. Evaluate and address concerns of clients in order to exceed clients’ service and satisfaction expectations.
b. Accept responsibility as a critical and important point of contact for clients.
c. Address concerns of clients through active problem-solving and effective communication, internally and externally.
d. Model exemplary service standards for all tellers.
3. Operations. Manage operational functions of the client relationship including, but not limited to:
a. Balance cash drawer daily.
b. Collect client account information for updating.
c. Secure all client information according to regulatory standards.
d. Coach less-experienced tellers in operational procedures, policies and transactions.
e. Develop schedules and reports related to teller line activities.
f. Maintain an in-depth understanding of security controls and responsibilities in the event of a robbery or other criminal activity.
g. Protect the facility and clients against criminal and fraudulent operations and unnecessary risk or exposure.
h. Provide referrals to BC colleagues.
i. Adhere to corporate merchandising standards and maintain a client-friendly and consistently appealing banking center environment. The Head Teller’s work area must promote the Bank’s brand and minimize distractions and clutter.
j. Implement policies, procedures, and programs designed to meet regulatory and corporate objectives.
k. Complete all other operational activities (i.e. ATM balancing, vault security, night deposits, etc.) as assigned by supervisor.
- Two-three years of previous client / customer service experience
- Two-three years of prior cash handling experience in banking environment
- Experience in referring products / cross-selling
- One year previous experience in a lead role / supervisory position
Monster - 3 years ago
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