Branch Head Teller

Job Type


Full-time

Description

POSITION SUMMARY:

The position of Branch Head Teller involves a great amount of responsibility. The Branch Head Teller must be able to supervise, coach, train, and assist teller staff efficiently. Typically supervises the branch by setting work schedules for staff and stepping in for the branch manager when needed. The position requires someone to be knowledgeable of the policies and procedures of the bank. The Branch Head Teller will enforce all security procedures and policies, complete accurate monthly audits of logs, cash drawers and ATMs, alarms tests, and meet all referral goals, exceeding them when possible. This position is responsible for overseeing the Branch Paying and Receiving Tellers and ensuring duties are done accurately, meeting deadlines and training of new personnel. The ideal candidate for this position must easily socialize with others while maintaining a pleasant and patient attitude, always aiming to understand the customer and employee's needs. The position also has the ability to perform the duties of the Paying and Receiving Teller.

REPORTING RELATIONSHIP:

Directly: Branch Manager & Bank Head Teller

SUPERVISES:

Personnel of Branch Lobby and Drive-In Paying and Receiving tellers.

ESSENTIAL FUNCTIONS:

1. Perform routine bank teller tasks, including making deposits, withdrawals, transfers, receiving loan payments, safe deposit box payments, and cashing checks.
2. Promote strong customer interactions by greeting the customers with eye contact and serving the public with professionalism, courtesy, attention, and efficiency.
3. Responsible for maintaining and balancing the cash drawer on a daily basis by accounting for cash assigned, received, and disbursed.
4. Demonstrate good risk management decisions, including displaying solid knowledge of guidelines for fraud prevention and robbery.
5. Has advanced knowledge of bank products and services and departments to which to refer inquiries and telephone calls.
6. Has advanced knowledge of branch operations including support for the Branch Manager.
7. Has proficient knowledge of and adheres to branch internal controls.
8. This position will serve as the back-up CSR when needed.
9. Responsible for maintaining the minimum amount of cash needed at the Branch to serve the customers while ensuring that funds are invested and not left idle and the branch does not exceed its allowable cash limits.
10. Responsible for the training of all new tellers in policy and procedures as it pertains to their teller work.
11. Responsible for supervising the activity and personnel of the Branch Tellers and exercise responsibility concerning staffing, job duties, counseling, training, and performance appraisals.
12. Conduct monthly audits on the Vault, ATM, all Teller drawers, and alarm tests.
13. Responsible for the accuracy and the maintaining of all files and logs that are assigned to the Branch Head Teller.
14. Responsible for BSA activities as it pertains to the branch teller line.

SPECIFIC DUTIES:

• Receive checks and cash for deposit, verify amounts, and check accuracy of deposit slips.
• Process transactions such as deposits, withdrawals, night deposits, and mail deposits.
• Cash checks after verifying that signatures are correct, that written and numerical amounts agree, and that accounts have sufficient funds, and teller is in accordance with bank policy and limits set by the Branch Manager. Examine checks for endorsements and to verify other information such as dates, bank names, identification of the persons receiving payments and the legality of the documents.
• Accepts, verifies, and validates loan payments, verifying payment dates and amounts due.
• Prepare and verify cashier's checks.
• Count currency, coins, and checks received, by hand or using currency-counter in order to prepare them for deposit or shipment to another branch. Always use the triple count method.
• Balance currency, coin, and checks in cash drawer throughout shifts while maintaining approved drawer limit.
• Explain, promote, or cross sell bank products or services.
• Ensures compliance with policies and procedures that all confidential bank and customer information, is properly stored in secure areas as assigned by management.
• Has advanced knowledge of Branch Capture procedures.
• Has advanced knowledge of Manual Balancing.
• Monitor bank vaults to ensure cash balances are correct and within the approved limits.
• Identify transaction mistakes when debits and credits do not balance.
• Complete CTR (Currency Transaction Report) in accordance with federal regulations when necessary, with supervisor approval.
• Comply and stay up-to-date with applicable laws and regulations.
• Resolve problems or discrepancies concerning customers' accounts.
• Perform specialized tasks such as:
• Assisting customers with Safe Deposit Box entry
• Redeeming Savings Bonds
• Mastercard and Visa cash advances
• Perform any duties assigned by the Bank Head Teller or Branch Manager.
• Back-up CSR when needed - Establish proper identification of new customers and decides whether to accept the account.
• Coordinate the currency orders and shipments between branch and main office.
• Conduct monthly audits on the Vault, ATM, and all Teller drawers including theTeller/Vault Cash Exposure Form.
• Conduct monthly alarm tests procedures as provided by Elite Solutions. Compare this with your Branch Managers Record of Inspection, Testing, and Servicing log.
• Maintains a copy of the BSA files for branch's teller area: - Exemption list; - $3,000 to & $10,000 Monetary Log and forwarding to the BSA area. - Oversees employees completing CTR's when branch works in manual mode and forwarding to BSA Officer.
• Maintain the following Retention: - Alarm Tests - Teller Audits - Cashier's Check Log - Drop Off Log - Open Log - Mail Log - Night Deposit Log - Vault Control Log - Night Deposit Agreements and Billing - Bait Money - Monetary Log - Night Deposit Envelopes - Safe Deposit Records
• Cross sells bank products and services.
• Balance any teller window with an out of balance situation under $100.

Requirements

OTHER REQUIREMENTS (Skills, Abilities, & Characteristics):

- Exceptional listening skills and attention to detail in order to discern client needs.

- Reason and react quickly in order to formulate solutions and provide personalized client service.

- Demonstrate empathy with client concerns.

- Consistently handle a large volume of calls, deal with stressful situations, remain calm under pressure, and act in the Bank's self-interest.

- Courtesy, tact and diplomacy are essential elements of this position.

- Superior verbal communication skills to converse intelligently, clearly and understandably over the telephone with clients and co-workers.

- Strong written communication skills to accurately document and track the status of issues and respond to professional communications.

- Works independently, with minimum supervision, in a fast-paced environment.

- Strong organizational skills that enable multiple tasks to be balanced.

- Independent decision-making ability within defined guidelines.

- Makes efficient use of time despite frequent interruptions and utilizes downtime to learn more about bank products and services.

- Works well in a group setting and maintains a courteous and professional demeanor.

- Adapts quickly to change and remains flexible.

- Demonstrates effective teambuilding skills and contributes ideas and suggestions that benefit the Bank and customers.

- Regular and reliable attendance and punctuality is essential.

- Maintains vast knowledge about the bank through ongoing training, self-study, and career development.

OTHER GENERAL DUTIES:

• Provide professional customer service which includes but is not limited to: greeting walk in customers and following proper guidelines on phone etiquette to deliver exceptional service.
• Actively contribute to meet the branch business goals as well as individual referral goals.
• Complete annual compliance training including but not limited to BSA, CIP, Reg CC, and CTR's.
• Consistently supports the Bank and its Core Values.
• Perform other duties as assigned.

Customer Service Representative Duties:

• Provide professional customer service which includes but is not limited to: greeting walk in customers and following proper guidelines on phone etiquette to deliver exceptional service.
• Receive, handles and assists a variety of customer inquiries and service requests. Identifies, researches, and resolves issues using systems and resources available.
• Maintains a friendly and outgoing demeanor to calmly assist with customer's problems and questions.
• Explain various bank services available to customers and define the advantages and limitations of each program as well as bank regulations associated with the services.
• Establish proper identification of new customers, checks customers bank experience and decides whether to accept the account.
• Develop knowledge and understanding of Bank operating policies, as well as knowledge of current rates and charges for all Bank services and/ or products.
• Prepare all paperwork and assists the customer in completing necessary documents to open new accounts order checks, change addresses, assist customers with Safe Deposit Box entry, etc.
• Through effective listening and asking needs-defining questions, recognizes client needs and matches them with appropriate products through sales or referrals.

Work Environment

• This job operates in a clerical, office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
• Must be able to work in a team environment with the ability to interact well, and in a positive manner with co-workers and management.

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• This is a largely sedentary role; however, some filing is required. This would require the ability to lift files, open filing cabinets and bend or stand on a step stool as necessary.

Acknowledgement


- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

- Guaranty Bank and Trust Co. is an Equal Employment Opportunity Employer.

- Employment policies and decisions on employment and promotion are based on merit, qualifications, performance, and business needs. The decisions and criteria governing the employment relationship with all employees are made in a nondiscriminatory manner, without regard to race, religion, color, national origin, sex, age, physical or mental disability, sexual orientation, gender identity, veteran status, or any other factor determined to be unlawful by federal, state, or local statutes.