Retail Banking Division
40 hours per week
At M&T, we understand what's important when you're considering a career change: a company with a solid history of responsible growth and positive earnings. A company committed to the communities it serves. One that rewards performance and provides employees with opportunities to direct their own career paths. A company with a focus on the future.
Teller Managers provide leadership and coaching to the Teller team with the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. Teller Managers will receive ongoing training that can transition them to higher-level positions.
Teller Managers serve as a proactive team member in the M&T Branch system and are the foundation of building customer loyalty through the "M&T Way". The "M&T Way" is defined as: Creating a memorable customer experience that will make customers want to come back and do business with the bank! Not leaving things to chance. Being the BEST!
Teller Managers play an integral role in achieving branch goals. This is done by: acknowledging each customer as they enter the branch, accurately processing a variety of financial transactions and balancing work daily, identifying and referring sales opportunities by uncovering financial needs and presenting all options to customers, and following up as needed. Teller Managers demonstrate the "M&T Way" with every customer engagement.
Support the bank's guidelines for delivering and coaching the "M&T Way". Maintain a professional manner to build customer confidence and trust. Take ownership of error resolution including resolving routine customer problems and referring more complex issues to the next level supervisor or platform. Follow-up with issues and handle situations escalated by the Teller Team in the same manner.
Accurately and efficiently process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing. Verify endorsements, place holds and disburse cash. Issue receipts for transactions processed and balance daily work. Adhere to all procedures stated in the Teller Difference policy and follow up with current gain/loss ticket documentation. Possess and maintain thorough knowledge of procedures required for ATM settlement, Canadian currency, night depository, reserve cash and coin maintenance, negotiable control and review, opening and closing procedures, ordering of cash, and preparation of cash for shipment and receipt of cash shipment. Input ABS figures and input information into the CTR system. Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets. Build and maintain productive partnership with the ROC (Regional Operations Coordinator) to ensure that the Branch is achieving operations and compliance requirements set by the organization.
Achieve personal referral goals by proactively identifying referral opportunities using the fundamentals of the "M&T Way" sales process. Identify customer needs and present all appropriate options. Actively participate in Branch Sales Promotions. Provide ongoing coaching to the Teller Team in these areas.
Provide training and coaching to new tellers. Work with branch management regarding new hires, employee relations issues and follow up on corrective action reports. Write and deliver performance appraisals. Ensure proper management of Teller referrals and exception processing. Based on branch size and/or complexity, facilitate and supervise both Customer Experience and Operations "Teller in Charge" functions with support from the Senior Teller.
Customer Experience "Teller in Charge" includes: serve as customer service referral champion, co-ordinate branch promotions, ensure brand and merchandising standards are maintained, and provide sales and service leadership to the Teller Team, ensuring consistent execution of the M&T Way.
Operations "Teller in Charge"(Tier 3,4, or 5) includes: act as: "work flow" coordinator, create teller schedules, attend operations meetings conducted by the ROC (Regional Operations Coordinator), monitor branch operating cash (including ATM and teller drawer limits), review teller cash counts, conduct sporadic counts and make recommendations for correction, adhere to all procedures stated in Teller Difference policy and follow up with current gain/loss ticket documentation.
Positively demonstrate teamwork by proactively assisting other branch colleagues. Actively participate and contribute during Branch Team meetings. Lead sections of Branch Team meetings as necessary.
Experience required for this position
Ideal candidate will have Bi-lingual/Spanish skills.
- High school diploma or equivalent (GED).
- A minimum of two (2) years previous Teller experience, particularly strong in operations and customer service.
- Excellent communication and interpersonal skills, with the ability to interact with all levels of management.
- Proven leadership and coaching skills.
- Proven customer relations and referral coaching ability.
- Well organized individual with time management and prioritization skills, with ability to work under critical time constraints.
- Required to interact with customers in an open face to face work environment.
Will include standing for long periods of time, prolonged use of your hands and fingers, light to heavy lifting (5lbs to 30 lbs) and being able to read fine print.
As one of the best performing banks in the country, M&T continues to grow, offering ongoing value to our shareholders and opportunity to our employees. Join our team and you'll understand what has kept us strong for more than 150 years: stability with a forward focus, a strong history of community support, and a dedication to being the best employer you'll ever work for.
Nov 20, 2012, 7:16:43 AM
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