Lead Teller

Northeast Bank is a Maine-based, full-service community bank and a national commercial real estate lender with offices in Boston, New York, and LA. We are looking for motivated and talented individuals who want to make an impact in a growing company that cares about its employees, customers, and the communities it serves. Northeast Bank provides competitive compensation and benefits, including generous PTO. If you are looking for a growing organization that prioritizes its employees, we encourage you to apply.

POSITION SUMMARY: The Lead Teller is responsible for the daily operations of the Banking Center and for all activity conducted behind the teller line. This role provides day-to-day leadership, guidance, coaching, and transaction support to Tellers, Senior Tellers, and Float Tellers; manages teller-line workflow; and ensures transactions are completed accurately, efficiently, securely, and in accordance with Bank policies and applicable regulations. The Lead Teller actively assists customers, resolves complex service needs, observes and coaches team members to identify referral opportunities, and ensures customer service standards are consistently met. The role participates in sales and relationship-building activities that support deposit growth, customer retention, deepening customer relationships, and the development of primary checking relationships. The Lead Teller also completes and oversees the majority of assigned annual compliance and audit tasks and supports the Banking Center Manager in maintaining operational excellence, sound controls, and a consistent customer experience.

RESPONSIBILITIES:

• Leads the daily operations behind the teller line and ensures work is performed accurately, efficiently, securely, and in accordance with established Bank policies, procedures, controls, and service standards.
• Provides day-to-day functional leadership, guidance, transaction support, and problem resolution to Teller team and serves as the primary operational resource behind the line.
• Manages teller-line workflow, customer queues, break and lunch coverage, and daily staffing assignments to maintain appropriate coverage and a responsive customer experience.
• Processes and supports retail and commercial transactions, including deposits, withdrawals, transfers, loan payments, check cashing, negotiable instruments, and other authorized transactions.
• Reviews transactions and documentation for accuracy, completeness, proper authorization, potential fraud or loss exposure, and compliance with established limits and procedures.
• Maintains appropriate cash controls and assists with cash drawer, vault, ATM, shipment, ordering, receiving, verification, balancing, and end-of-day activities in accordance with Bank policy.
• Opens and closes the Banking Center as assigned and verifies completion of required opening, closing, security, and end-of-day procedures.
• Assists customers with account and transaction inquiries, researches and resolves complex service issues, and appropriately escalates matters involving exceptions, risk, complaints, or specialized support.
• Ensures customer service standards are consistently demonstrated and fosters an environment in which customers feel welcomed, valued, understood, and supported.
• Observes customer interactions and provides timely coaching and feedback to strengthen transaction quality, service behaviors, needs-based conversations, and identification of referral opportunities.
• Supports onboarding, training, skill development, and ongoing reinforcement of procedures for Teller team, identifies knowledge gaps and coordinates follow-up with the Banking Center Manager.
• Maintains current knowledge of the Bank’s products, services, digital capabilities, and referral processes and uses needs-based conversations to connect customers with appropriate solutions.
• Actively participates in sales and relationship-building activities that generate deposit growth, deepen customer relationships, support retention efforts, and increase primary checking relationships with the Bank.
• Generates and supports qualified referrals for consumer and small-business deposit accounts, and other products and services based on identified customer needs.
• Completes and oversees the majority of assigned annual compliance and audit tasks, maintains required supporting documentation, monitors completion, and promptly addresses or escalates exceptions.
• Monitors adherence to operational, security, safety, cash-handling, dual-control, record-retention, and regulatory requirements and assists with audit preparation and corrective-action follow-up.
• Supports safe deposit box access, night depository, mail, interoffice work, incoming calls, reports, and other Banking Center activities as assigned.
• Maintains appropriate confidentiality, safeguards customer and Bank information, and remains alert to suspicious activity, fraud indicators, and potential operational risk.
• Serves as a dependable operational partner to the Banking Center Manager and assumes delegated responsibilities during the manager’s absence without exceeding assigned authority.
• Represents the Bank professionally and builds positive working relationships with customers, prospective customers, colleagues, and business partners.
• Maintains reliable attendance and punctuality and adjusts priorities as needed in a fast-paced, customer-facing environment.
• Complies with all applicable federal, state, and local laws and regulations and with Northeast Bank policies and procedures.
• Successfully pass technical and regulatory training required by the Bank.

KNOWLEDGE, SKILLS AND ABILITIES:

• High school diploma or equivalent.
• Two or more years of relevant experience in banking, financial services, retail, hospitality, or a related customer-facing environment with cash handling. Prior teller experience strongly preferred.
• Demonstrated ability to provide day-to-day leadership, set priorities, coordinate workflow and coverage, and coach others through real-time observation and feedback.
• Strong knowledge of banking operations, transaction controls, cash handling, balancing, fraud prevention, security procedures, and customer service practices.
• Ability to learn and apply Bank policies, applicable regulations, compliance requirements, audit standards, and recordkeeping expectations.
• Strong customer service and relationship-building skills, including the ability to ask effective questions, identify needs, make appropriate referrals, and support deposit growth and retention activities.
• Sound judgment and decision-making ability, including balancing customer needs with Bank policy, authority, operational risk, fraud exposure, and the Bank’s interests.
• Strong attention to detail, mathematical accuracy, organizational skills, and the ability to complete and oversee multiple time-sensitive tasks.
• Clear and professional verbal and written communication skills, with the confidence to provide guidance, reinforce expectations, and escalate concerns appropriately.
• Ability to remain calm, tactful, and solutions-oriented when handling complex transactions, service concerns, competing priorities, or difficult customer situations.
• Proficiency with computers, transaction systems, digital banking tools, office equipment, and alphanumeric data entry.
• Ability to maintain the highest level of confidentiality and protect customer, employee, and Bank information.
• Ability to work effectively in a fast-paced environment, adapt to changing customer volume and staffing needs, and collaborate with individuals across all levels of the organization.

PHYSICAL DEMANDS AND CONDITIONS:

• Must be able to remain in a stationary position for long periods of time.
• Some travel is required.
• Must be able to occasionally lift up to 25lbs.
• Must be able to ascend and descend one flight of stairs.
• Uses workplace technology and digital tools to communicate, manage information, and perform the essential responsibilities of the role.
• Climate controlled general office setting with moderate noise level.
• Work unpredictable hours including Saturday.
• Must express or exchange ideas with colleagues, customers and vendors.

Northeast Bank is an equal employment opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity and expression, national original, veteran status and any other classification protected by Law. We celebrate diversity and are committed to creating an inclusive environment for all employees.