Teller Team Leader

Northwest Teller Team Leaders oversee office operations and a team of tellers, conducting reviews, managing schedules and monitoring interactions to be sure tellers are providing an excellent front-line customer experience by welcoming customers, and providing efficient and educational service. This position serves as a role model and coach to tellers to ensure that effective service, operations, and support of office sales initiatives exist within the office.

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION REQUIREMENTS - High School Diploma or equivalent

Work Experience
More than 7 years Customer service experience
More than 7 years Cash handling experience
More than 7 years Banking and/or retail experience
Supervisory experience

Essential Functions
Have consistent, holistic financial wellness conversations utilizing the CARE (Connect, Ask, Recommend, Expand) Best practices
Achieve or exceed overall sales performance goals for the office team via achieving referral goals and looking for opportunities
Make outbound calls, work lead lists, and make referrals
Resolve customer / client issues and concerns
Provide the best customer experience possible by being courteous and efficient to all customers, in person or over the telephone
Ensure the efficient use of teller staffing through scheduling
Ensure the office audits completed are satisfactory with corrective actions implemented as needed
Ensure the office cash limits are being utilized and maintained, security procedures are followed, and compliance training (e-learning) is completed by the teller team while ensuring the office is operating smoothly and efficiently
Serve as the teller team’s primary resource for questions and support while communicating Northwest initiatives and operations updates with the tellers
Participate in regular office meetings as well as attend regularly scheduled operations meetings
Supervise and guide the office’s success of operations and audit
Participate in the hiring process for the teller team and completing annual performance reviews
Coach and mentor employees as directed on sales and customer experience
Cross train on additional responsibilities such as new account processing
Complete educational training as assigned
Demonstrate knowledge of Northwest products and services
Assigned an elevated drawer limit, check signing authority, supervisor authority through CARE, and an increased authority level in STAR
Responsible for scheduling teller staff, weekly cash ordering and shipments, and completing Audit Certification requirements
Demonstrate in-depth knowledge of all office systems including, but not limited to ECR, ED, and Coin Machine, procedures and maintenance
Process weekly ATM balancing and ATM maintenance functions
Conduct outbound business calls/referrals on a regular basis
Work evening hours and weekends as scheduled, assigned, or necessary
Perform at the Teller III level unless completing additional duties as necessary

General Supervisory/Manager Knowledge, Skills, and Abilities

• Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches
• Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest’s strategic plans
• Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion
• Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning
• Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience
• Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information Working
• Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required
• Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Retirement plan
• Vision insurance

Physical Setting:

• Office

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekend availability

Supplemental Pay:

• Bonus pay

Education:

• High school or equivalent (Preferred)

Experience:

• Cash handling: 5 years (Required)
• Banking: 5 years (Preferred)
• Customer service: 5 years (Required)

Work Location: One location