Purpose: This position is responsible for providing in-window training of new employees in their role as tellers and for providing ongoing coaching of Main Bank tellers. The position also serves our customers by effectively and efficiently processing both financial and non-financial transactions. Serving as our customer’s primary point of contact, this position helps the bank build strong relationships by providing an outstanding community banking experience.
Supervise and Coach Teller Team: Responsible for daily operations of the Main Branch Teller Staff, helping to ensure West Bank customers receive an outstanding service experience with each and every transaction. Actively coaches team to optimal levels of performance, ensuring all duties completed accurately and on time, and with adherence to Teller Department Audit Controls and Teller Policies and Procedures (including MIL, BSA, OFAC and Reg. CC ). (35%)
Training and Development: Responsible for the assessment of needs and the ongoing training and development of tellers at main office and all other branches. Ensure thorough and effective referral, operational, policy/procedure, and in-window training is provided to all new tellers. Update training materials and teller manual as needed. (25%)
Effectively and Efficiently Process Customer Transactions: Meet and exceed bank service standards as defined in teller scorecard, greeting and acknowledging each customer and making them feel welcome while closely following bank processes and security procedures. Work as a team with other tellers to complete daily tasks, demonstrating respect and professionalism, being prompt, and minimizing unplanned absences. Provide high levels of service to our internal colleagues with the understanding that our levels of internal service directly impact the service we can provide to our external customers. Be flexible and accepting of changes in schedule, assignments, responsibilities or hours worked. Perform ITM transactions as needed. (30%)
Provide backup for the following services: Printing Instant Issue Debit Cards, ensure a sufficient supply of cards in the machine to meet bankers’ demands; reviewing mobile deposits of $500 or more for holds; reviewing ATM image deposits of $500 or more for holds.
Ensure adequate supply gift and instant issue debit cards; stuff gift envelopes with required disclosures and ensure tellers discuss fees with customers before cards are purchased; handle large gift card orders.
Build Strong Relationships: Consistently provide an outstanding service experience for each and every bank customer, following established customer service scripting and modeling service standards for tellers and other colleagues. Be pleasant, dependable, and professional, whether providing services directly to customers or providing training and support to colleagues. (5%)
Build Strong Communities: Participate in community events, including staffing at least two events (art festivals, community celebrations, etc.), representing West Bank as requested by attending at least one luncheon, dinner, or reception, and participating in at least two community festivals (parades, bank-sponsored outreach events, etc.) per year. (5%)
Qualifications (Include Education and Experience): High School diploma required; some post-secondary education a plus; significant customer service experience as a teller required; supervisory experience a plus. MS Office, Premier, Navigator, Director, Outlook, Card Wizard, Integrated Teller and Supervisor. Efficiency, patience, positive attitude, and ability to multi-task required.
Call Jill Hansen 515-222-2305.