Job description

SUMMARY Provides supervision and support to the tellers to ensure that the staff provides maximum customer service in a professional manner. Monitor and train the teller staff in supporting all bank marketing efforts and cross-sell products. Responsible for ensuring compliance of all policies and procedures affecting the day-to-day operations. Perform related duties as required to assist in achieving banking center goals. Provide quality, accurate and timely customer service involving daily processing of financial transactions in a retail environment, which include the duties and responsibilities described herein. ESSENTIAL DUTIES AND RESPONSIBILITIES Operational efficiency • Handle a cash drawer; ensuring proper control of cash drawer; follow all audit and security policies and procedures. • Handle single control vault, ensuring proper control of vault cash, follow all audit and security policies and procedures. • Monitor the daily balancing and processing of ATM(s), including the processing of all entries, servicing and required audits. • Responsible for the verification of deposits in the night and lobby depository. • Alert tellers about any suspected fraud, kiting, theft or other illegal activity. • Secure all applicable cash records and all other transaction records, supplies and computer equipment at the end of the work day. • Responsible for monitoring, controlling teller cash limits and banking center cash. • Accountable for ensuring that the total cash in the banking center is balanced daily. • Coordinate and assist with the dual control vault responsibilities. • Use good judgment and follow bank policies when overriding transactions for tellers with withdrawals/less cash authority. • Assist tellers in balancing as needed, reviews the daily banking office settlement, prepare correcting entries to reconcile teller errors. • Performs teller cash audits as required. • Stay informed of all operational updates and changes to ensure compliance with all current guidelines. Client experience • Lead the Client Experience efforts of the banking center, including delivering excellent client experiences consistently and promptly resolve client issues effectively. • Ensure an excellent overall client experience by assisting clients with select service needs. • Responsible for ensuring proper control and maximum efficiency in the teller line. Provide teller line support in order to keep customer wait times to a minimum. • Enhance individual knowledge to better serve clients by attending relevant sales, service, and product knowledge meetings, training classes, and web-based learning. • Cross-sell and make referrals to bank partners to generate new business and deepen existing client relationships. • Explain product benefits, changes, restrictions, requirements, and any other relevant product information to clients, prospects, and tellers. • Maintain workflow and handle scheduling the tellers. • Observe, coach, and lead the Teller team to ensure all strategic initiatives are executed effectively. • Assist in evaluating employee performance and counseling when needed. • Assist in determining and satisfying training needs and establish performance plans. • Conduct teller meetings to develop a communication line to explain and institute new policies and to ensure continuous development of staff. • Assist in conducting meetings to promote sales, product knowledge and client service • Expected compliance with bank regulations, policies, procedures, risk management, internal controls, and the First Horizon code of ethics. • Lead the Operational Performance of the banking center through maintaining control over key risk areas of the center, including tellers’ difference, operational losses, and audit control procedures, resolution of out-of-balance conditions, compliance, and quarterly and annual audit functions. • Ensure all audit and security policies and procedures are followed during open hours and at banking center opening and closing. • Control the inventory of cash, Official Checks and Personal Money Orders through dual control. Sales and service Team management Compliance and risk management Perform all other job related duties as assigned SUPERVISORY RESPONSIBILITIES • Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position: • High school diploma or GED required Bachelors degree preferred and 2-5 years of experience or equivalent combination of education and experience COMPUTER AND OFFICE EQUIPMENT SKILLS • Microsoft Office suite CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc) None required As part of the employment process for this position, you will have to meet the requirements of a background credit check. This position requires compliance with the S.A.F.E Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements. PHYSICAL DEMANDS AND ENVIRONMENT – Amount of Time Spent PHYSICAL DEMANDS - Time None Less than 1/3 1/3 to 2/3 More than 2/3 Stand x Walk X Sit X Use hands to finger, handle, or feel X Reach with hands and arms X Climb or balance X Stoop, kneel, crouch, or crawl X Talk or hear X Taste or smell X LIFTING - Time None Less than 1/3 1/3 to 2/3 More than 2/3 Up to 10 pounds X Up to 25 pounds X Up to 50 pounds X Up to 100 pounds X More than 100 pounds X WORK ENVIRONMENT - Time None Less than 1/3 1/3 to 2/3 More than 2/3 Wet or humid conditions (non-weather) X Work near moving mechanical parts X Work in high, precarious places X Fumes or airborne particles X Toxic or caustic chemicals X Outdoor weather conditions X Extreme cold (non-weather) X Extreme heat (non-weather) X Risk of electrical shock X Work with explosives X Risk of radiation X Vibration X Provides supervision and support to the tellers to ensure that the staff provides maximum customer service in a professional manner. Monitor and train the teller staff in supporting all bank marketing efforts and cross-sell products. Responsible for ensuring compliance of all policies and procedures affecting the day-to-day operations. Perform related duties as required to assist in achieving banking center goals. Provide quality, accurate and timely customer service involving daily processing of financial transactions in a retail environment, which include the duties and responsibilities described herein.

Requirements

Must-haves

Operational efficiency
Handle a cash drawer; ensuring proper control of cash drawer; follow all audit and security policies and procedures.
Handle single control vault, ensuring proper control of vault cash, follow all audit and security policies and procedures.
Monitor the daily balancing and processing of ATM(s), including the processing of all entries, servicing and required audits.
Responsible for the verification of deposits in the night and lobby depository.
Alert tellers about any suspected fraud, kiting, theft or other illegal activity.
Secure all applicable cash records and all other transaction records, supplies and computer equipment at the end of the work day.
Responsible for monitoring, controlling teller cash limits and banking center cash.
Accountable for ensuring that the total cash in the banking center is balanced daily.
Coordinate and assist with the dual control vault responsibilities.
Use good judgment and follow bank policies when overriding transactions for tellers with withdrawals/less cash authority.
Assist tellers in balancing as needed, reviews the daily banking office settlement, prepare correcting entries to reconcile teller errors.
Performs teller cash audits as required.
Stay informed of all operational updates and changes to ensure compliance with all current guidelines.
Client experience
Lead the Client Experience efforts of the banking center, including delivering excellent client experiences consistently and promptly resolve client issues effectively.
Ensure an excellent overall client experience by assisting clients with select service needs.
Responsible for ensuring proper control and maximum efficiency in the teller line. Provide teller line support in order to keep customer wait times to a minimum.
Enhance individual knowledge to better serve clients by attending relevant sales, service, and product knowledge meetings, training classes, and web-based learning.
Cross-sell and make referrals to bank partners to generate new business and deepen existing client relationships.
Explain product benefits, changes, restrictions, requirements, and any other relevant product information to clients, prospects, and tellers.
Maintain workflow and handle scheduling the tellers.
Observe, coach, and lead the Teller team to ensure all strategic initiatives are executed effectively.

Nice-to-haves

High school diploma or GED required Bachelors degree preferred and 2-5 years of experience or equivalent combination of education and experience

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: oracle-cloud
Effort: medium

Benefits

Benefits detected in the listing.

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