Summary: The Lead Teller is responsible for the day-to-day operation of the Teller Line and has direct supervision of the tellers. The Lead Teller is the primary role model on the Teller Line for delivering excellent customer experiences The Magnolia Way. Their primary objective is to ensure Teller Line operations run smoothly and customer transactions are performed according to the Bank’s quality and service standards. The Lead Teller operates a teller drawer, performs transactions for customers, approves transactions for other tellers, and oversees the vault, night depository and ATM (where applicable). They are considered a “Team Leader” n the banking center for the purpose of having authority to make certain decisions as defined in our procedures. This position also seeks to identify improvement opportunities for the individual tellers and the operation of the Teller Line, and then assists in addressing those areas in partnership with the Banking Center Management employees. This position also opens new deposit accounts, cross-sells bank products and services, performs customer requests for maintenance on existing accounts, resolves customer service issues and generally assists customers with bank products and services n an accurate and professional manner.
Reports To: Service Banker and/or Banking Center Manager
Classification: Full Time, Non-Exempt
Expectations:
- Delivers superior customer experiences.
- Answer telephones calls; greet customers consistently and promptly.
- Process all types of transactions on the Teller Line using teller system and teller capture technology. (Includes operation and balancing of the teller cash drawer each day.)
- Ensure Teller Line adherence to all Bank procedures and compliance regulations on a daily basis.
- Delegate work appropriately to the Teller Line employees in order to achieve efficiency and further development of teller skills. Help coach tellers to promote development. Provide performance feedback about Teller Line employees to the Service Banker and Banking Center Manager.
- Perform ATM balancing and vault functions. Perform banking center audits in coordination with the Service Banker.
- Open and close banking center in a safe and secure manner, following Bank operating procedures.
- Assume full responsibility for the banking center in the absence of other Banking Center Management employees.
- Maintain thorough knowledge of all Bank personal and non-personal deposit account products and related services.
- Consistently seek cross-sell opportunities to present to customers. Refer customers and potential customers to appropriate Bank employees for additional Bank products and services.
- Answer customer questions and resolve issues.
- Perform maintenance to Bank records for customers, deposit accounts, safe deposit boxes, debit cards, etc.
- Actively participate in training classes (in-person and online) to grow knowledge.
- Perform other duties as assigned.
LEAD TELLER (continued)
Required Education, Experience & Skills:
- Dedication to delivering excellent customer experiences
- Professionalism in conduct, communication and appearance
- Communication and sound judgment; strong decision-making skills
- Positive attitude; team-oriented
- Strong interpersonal skills; outgoing and friendly personality
- Accuracy, attention to detail and organizational skills; time management skills
- Ability to work under pressure while juggling multiple responsibilities, time management skills
- Strong knowledge of banking regulations relevant to Teller Line and new accounts responsibilities
- Demonstrated ability to cross-sell banking products and services
- Basic keyboarding skills and the ability to navigate in a Windows environment
- High school diploma or GED
- 2+ years’ experience in a retail baking environment; 2+ years’ teller experience
- 1+ year experience opening deposit accounts
Preferred Experience & Skills:
- Thorough knowledge of the Bank’s products and services
- Thorough knowledge of the Bank’s policies and procedures
- Experience supervising employees
- Associates Degree or bachelor’s degree
- 3+ years’ experience in a retail banking environment; 3+ years’ teller experience
- 2+ years’ experience opening deposit accounts
Hours:
- Vary according to location and staffing needs
- Generally, Monday-Thursday 8:00-5:00 and Friday 8:00-6:00
- Some Saturdays required
Confirmation of Understanding:
I have reviewed and understand the job expectations and requirements outlined in the above job description, and I understand that Magnolia Bank will measure my job performance against the above job description.
Employee Signature: _______________________________ Date: ___________________
Manager Signature: _______________________________ Date: ___________________