Teller Operations Manager/CSR

Are you looking for an employer that provides 5 weeks of PTO and benefits upon hire, focuses on advancement opportunities, and has an overall average employee tenure of a decade? With tuition reimbursement, wellness incentives, and a 401K plan with dollar-for-dollar match, Florence Bank has it all!

At Florence Bank, we offer:

• Competitive salary
• Generous paid time off
• 12 paid holidays
• Dynamic work culture
• Fun work environment
• Weekly pay schedule
• Medical, dental, vision and life insurance upon hire
• 401K plan with dollar-for-dollar match
• Profit sharing bonus after two full calendar years of employment
• Robust wellness program with monetary incentives
• $5,000 tuition reimbursement each calendar year

We are currently seeking candidates to join our exceptional team for the following position:

Job Title: Teller Operations Manager/CSR
Location: Northampton

Salary Range:$23.93 To $36.42
*Compensation for this position is commensurate with experience. The posted range is intended to provide a general estimate and does not guarantee a specific rate of pay.

Position Summary : Manages all aspects of the teller line to ensure quality customer service is provided, while adhering to policies, procedures, and security. Handles various customer transactions in a courteous, professional, and accurate manner. Provides superior customer service to customers while placing an emphasis on relationship building.


Essential Functions :

1. Consistently provides superior professional service to internal and external customers.
2. Consistently meets expectations of teamwork, punctuality, and regular, reliable attendance.
3. Has a clear understanding of all policies; performs normal teller duties.
4. Oversees the management of teller line employees. Coaches, trains, and develops tellers.
5. Assist with the writing and delivery of performance evaluations and disciplinary counseling, identifies training and development opportunities, provides coaching and feedback.
6. Approves policy exceptions, overrides transactions, and responds to customer complaints.
7. Assists tellers in resolving balancing discrepancies, customer problems, researching and resolving errors, and handling unusual transactions.
8. Responsible for balancing/trouble shooting cash recyclers, weekly cash ordering/shipments, and all monthly audits.
9. Manages the night depository function.
10. Processes foreign currency purchases and sales.
11. Maintains a working knowledge of the BSA requirements and related policies and procedures. Prepares a complete and accurate for each cash transaction in excess of $10,000.
12. Supports management and assists with the implementation of new policies and procedures.
13. Opens, maintains, and services deposit accounts and ancillary services.
14. Demonstrates and understanding of trust, POAs, and estates.
15. Professionally answers questions and resolves problems for customers and staff.
16. Performs a variety of customer service-related tasks including, but not limited to, redeeming US Savings Bonds, wire transfers, and notarizing documents.
17. Creates awareness about products and services through needs exploration and rapport building. Makes referrals as appropriate.
18. May act as safe deposit custodian by establishing and closing contracts, processing payments, and providing box access.
19. Provides support to all branches.

Other Responsibilities : Assumes other responsibilities, as requested.

Education, Experience, and Skills Required :

The following skills, experience, or background are necessary (with or without accommodation) for this position.

1. High school diploma or GED, plus CFT or additional college courses.
2. Two (2) to four (4) years of teller experience, with demonstrated leadership and supervisory skills.
3. Senior/Head Teller experience preferred, but not required.
4. Proven ability to meet deadlines.
5. Excellent communication and interpersonal skills.
6. Willingness to objectively and continuously analyze, review, and update procedures.
7. Proven ability to perform multiple tasks, prioritize duties, and delegate responsibilities.
8. Strong knowledge of current technology and ability to adapt to changing technology.

Physical Demands/Conditions Requirements :

1. General office environment.
2. Stand for an extended period.
3. Ability to wear headphones/head set for extended periods of time to communicate with drive-up bank customers.

Equipment Used :

• General office equipment.

In addition to being responsible for completing an accurate CTR, Customer Service Representatives and Lenders are responsible for properly identifying all bank customers in accordance with the bank's Customer Identification Program.

All employees handling customer accounts and transactions have a duty to report apparent suspicious activity and OFAC matches to the BSA Officer and the Security Officer.

Florence Bank is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.