Floating Head Teller/Customer Service Representative

Job Description

Job Description

Summary: To serve as a skilled and knowledgeable member of the branch team who will travel to our various branches as operationally needed and provide consistent, exceptional customer service based on policies and guidelines. Provide direction and support for the teller line team and supervise the teller team, prioritizing their daily duties. Answer customer questions, explain Bank products and services, open accounts and provide other Bank services such as wire transfers, order of foreign currency and assist with signing up for electronic banking. Collaborate with Branch Managers in professional development of team members.

Because Seamen’s Bank remains a relatively small Community Bank, it is expected that all employees will contribute above and beyond the duties that are listed in any job description or posting. In addition to the duties listed, employees are expected to perform any function necessary within the scope of expertise and authority to provide the highest level of customer service and to increase the productivity of the Bank. It is expected that all employees will continually strive to improve, especially in regard to security and compliance procedures.

Essential Duties and Responsibilities:

Branch Operations:

• Oversee teller line team and assign responsibilities and work schedules.
• Open and close the branch office as needed.
• Maintain adequate cash supply in line with legal requirements.
• Count and document currency and coins stored in the vault.
• Balance the ATM and ensure accurate branch balancing and reporting.
• Provide back-up coverage and oversight in absence of supervisor or other branch staff.

Customer Service/Job Knowledge:

• Perform standard teller functions.
• Address and resolve customer questions and concerns.
• Authorize checks and withdrawals.
• Grant access to safe deposit vaults following procedures.
• Acquire and maintain knowledge of Seamen’s Bank products and services.
• Acquire and maintain knowledge of Seamen’s Bank online banking/FCM.
• Open and fund accounts in accordance with BSA/CIP procedures and other Bank policies and procedures.
• Keep FCM updated, ensuring information is accurate and complete and meets compliance requirements.
• Perform cash advances.
• Facilitate transactions for retirement accounts including contributions, rollovers and transfers.
• Explain and educate customers regarding the Bank’s products, services and policies.
• Initiate and print stop payment forms, ordering of foreign currency, electronic banking forms, debit/ATM card applications.
• Answer external telephone calls.

Team Support and Professional Development:

• Support teller line by providing back-up coverage, assisting with balancing, counting cash or other duties as needed to support smooth operations.
• Coaching, train, and provide feedback to the teller team.
• Assist with onboarding, training, and mentoring new hires.
• Attend internal and external training seminars as necessary to maintain job knowledge and support team and own professional growth.

Security, Compliance and Reporting:

• Maintain knowledge, enforce and monitor adherence to security protocols and controls.
• Prepare reports.
• Respond to after-hours alarm and ATM calls as needed.

Qualifications and Requirements: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• An Associate’s Degree and/or equivalent combination of related job experience and steady work and/or education history
• Necessary mathematical, communication, and problem-solving skills
• Strong computer and supervisory skills
• Comprehensive knowledge of teller functions, bank products and services, and branch policies
• Strong customer service abilities and conflict resolution skills
• Professional work ethic, including attendance and punctuality
• Ability to maintain a consistently positive and professional demeanor
• Flexibility to work approximately two Saturdays per month as well as two Fridays for extended business operations; flexibility to respond to after-hour ATM and alarm calls
• Valid US driver’s license with reliable transportation to travel to any Seamen’s Bank location as needed.
• Notary Public
• Availability to occasionally participate in branch, Bank and community involvement outside of standard banking hours from time to time.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee must have the ability to stand or be on their feet for long periods of time; be able to sort currency; place and retrieve information in and from teller drawers. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job may include close vision.

Pay range: $29.75 - $31.84/hr

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