Lead Teller

Merchants Bank, Winona has an opening for a Lead Teller / Universal Banker. 

Job duties include supervising and coaching Teller staff, completing various banking and financial transactions, account inquiries, and opening new deposit account relationships. You will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers.

Teller and leadership experience desired. Must have strong communication skills, comfortable with extensive customer contact, have sales experience, and a strong ability to multi-task and prioritize. 

This position is 40 hours per week; working hours for this position will vary to cover branch hours, including a Saturday morning rotation.

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Please apply online at merchantsbank.com or apply in person at Merchants Bank. Questions can be emailed to View email address on click.appcast.io.  Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

Job Summary:

As a Lead Teller/Universal Banker, you will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers. This position serves as an onsite team leader for all Teller functions to ensure quality customer service, relationship building efforts, and processes are meeting standards on a daily basis. Knowledge of teller duties, procedures, and bank products is critical. You will serve as a primary point of contact for customers, assisting them with various banking and financial transactions, account inquiries, opening new account relationships and safe deposit boxes, and making product recommendations in an efficient and friendly manner. The Lead Teller/Universal Banker will play a crucial role in building customer relationships. You will also play an important role in fraud prevention.

Lead Teller Essential Duties:

• Knowledge and ability to effectively provide work direction and/or supervision
• Ability to independently respond to questions & resolve problems encountered from all levels of tellers
• Responsible for initial on-boarding and training of new tellers to the branch/market.
• Ability to effectively prioritize conflicting demands
• Ability to effectively establish scheduling to accommodate staffing level needs and understanding staffing models
• Ability to effectively resolve issues between tellers and other bank departments
• Independently resolves complex problems and issues using sound judgment
• Responsible for monitoring and enforcing drawer levels
• Identifies and resolves teller balancing issues
• Provides coaching and mentoring to all tellers in the branch/market
• Responds to basic HR related issues and conducts performance reviews for assigned staff
• Provides input to teller hiring and salary review processes
• Assist with compliance, branch, and security audits
• Serve as a Vault Attendant
• May act as branch security officer
• May be required to attend occasional meetings at various bank locations

Universal Banker Essential Duties:

• Open & maintenance basic checking and savings deposit accounts, business accounts, IRAs, HSAs, and CDs
• Open, close and maintain safe deposit boxes
• Community Engagement and External Sales Activity as directed.
• Be proficient in Consumer Credit Card and ODP lending.
• May conduct administrative duties at the branch level

Responsibilities of Lead Teller/Universal Banker role:

Exceptional Customer Service:

• Ensure that internal and external customers receive outstanding service from every employee (and speak up when they do not).

• Be efficient and accurate when processing customer transactions, as outlined in current policies and procedures
• Provide excellent customer service by greeting customers, seeking to understand their needs, and offering them personalized solutions.
• Provide high-quality consultative conversations to uncover needs and opportunities.
• Resolve customer issues and concerns promptly and effectively; escalate when needed.
• Be proficient and happily able to assist customers on the systems including internet banking products, bill pay, e statements, mobile banking, telephone banking and anything else the customer may need assistance with.
• Stay calm, professional and focused under pressure.

Relationship Building:

• Build strong relationships with customers to understand their financial goals and identify opportunities to meet their needs.
• Foster long-term customer loyalty through ongoing relationship management and exceptional service.
• Build strong internal relationships with immediate coworkers as well as Merchants Bank employees in all shared services areas.

Sales and Business Development:

• Meet or exceed individual sales targets for banking products (such as deposit accounts, loans and credit cards).
• Conduct outbound sales activities (such as prospecting, lead generation, and follow-up on sales opportunities) as directed by supervisor.
• Collaborate with other team members to achieve branch sales goals and contribute to overall business growth.
• Respond to all customers inquires and forward any appropriate requests to other departments.
• Promote bank products by answering inquires; inform customers of new services and product promotions.
• Attend external customer meetings as requested. 

Product Knowledge:

• Maintain in-depth knowledge of the bank's products, services, and promotions.
• Educate customers on the features, benefits, and terms of various banking products to help them make informed decisions.
• Stay updated on industry trends, regulatory changes, and competitive offerings to provide accurate and up-to-date information to customers.

Compliance and Risk Management :

• Complete all required compliance training and certifications on time to maintain a comprehensive understanding of compliance requirements.
• Collect Privacy Codes/Security word as well as update email addresses and contact numbers.
• Process transactions efficiently and accurately, ensuring compliance with internal policies, procedures, controls, and banking regulations.
• Follow all bank policies, procedures, and regulatory guidelines to ensure compliance and mitigate risk.
• Adhere to security and fraud prevention measures to safeguard customer information and bank assets.

• Disseminate information regarding legal and fraud issues, to protect customers and retailers against fraud.

Operations :

• Perform various administrative and operational tasks when opening and closing accounts, account maintenance and changes, and documentation. Follow maintenance and closed account procedures for all types of deposit accounts.

• Update central file information when working with account portfolios & compliance regulated forms.

• Accurately submit customer workflow/task requests as required in the appropriate systems.
• Review the daily overdraft report to proactively catch your customers before they default.

• Comply with any and all audit regulations concerning the security of your work area and branch location.
• When working in the Teller area, process financial transactions including receiving deposits and loan payments, cashing checks, issuing withdrawals, recording night deposits, selling cashier's checks and money orders as well as answering customer questions. Maintain a balanced cash drawer and maintain an accurate supply of cash and coin.
• Organize time to complete duties without sacrificing service to customers.
• Maintain a neat and organized work area

• Performs all other duties, as assigned, to increase performance of Merchants. 
• Accept request to cross-train for additional duties.

Teamwork/Relationships :

• This position will report directly to Universal Banking Manager or Retail Banking Manager (depending on market) with performance and direction engagement from the Market President.
• Collaborate with other team members to ensure branch operations run smoothly and efficiently.
• Respond to supervisory guidance and direction, ask good questions, listen and do the appropriate detective work to either help yourself or our customers. 
• Active and willing to work at trade shows, promotional events, and marketing activities during work ours and on evenings and weekends as requested.
• Participate in community activities to actively promote the bank.

• Contribute to a positive working environment through words and actions.

• Avoid personal phone calls, text messages, and non-business related emails (internal and external), and internet usage (unless in an urgent situation).

• Regular and dependable on-time attendance is an essential function of the job.

Experience and Skill Requirements:

• High school diploma or equivalent
• A minimum of 6 months of front-line banking experience; preferably Teller experience
• Leadership or management experience preferred.
• High degree of tact and professionalism
• Strong communication and interpersonal skills
• Strong customer service skills and experience.
• Demonstrated success working onsite and adhering to a work schedule
• Flexibility to work varied shifts and hours (including Saturdays).
• Demonstrated success handling difficult customer situations.
• Demonstrated ability to stop, pause and speak up when concerned about a coworkers or customers behavior. 
• Ability to use intuition and common sense to carry out instructions, understand procedures, speak professionally and clearly to customers and employees as well as to escalate to supervisor when needed.
• Strong time management skills and the ability to multi-task and prioritize.
• Strong math skills and abilities.
• Cash handling experience
• Strong computer system proficiency.
• Ability to learn and follow established regulatory and compliance guidelines, policies and procedures. 

• Strong attention to detail.

• A genuine desire to have engaging conversations with customers to identify and solve customer needs, as well as to offer additional appropriate products and service solutions

Physical Working Conditions:

Climate-controlled inside working environment with low noise level. No environmental hazards or chemicals. While performing the duties of this job, the employee is regularly required to sit and stand; must occasionally lift and/or move up to 35 pounds. This position requires extensive work on a computer system.

Salary/Compensation: $25.63 - $30.77 per hour