Teller Team Leader

Northwest Teller Team Leaders oversee office operations and a team of tellers, conduct reviews, manage schedules and monitor 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:

• High School Diploma or equivalent preferred

Work Experience:

• Customer service experience preferred
• Cash handling experience preferred
• Banking and/or retail experience preferred
• Supervisory experience preferred

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
• 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
• Knowledge of all job-related operating systems and Northwest products and services

ESSENTIAL FUNCTIONS:

• 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
• Educate and/or refer Northwest solutions that meet our customer/client needs through the Northwest 360 model - bank, borrow, invest, and insure
• 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
• Communicate with customers to recognize cross-selling opportunities
• Contribute to the overall sales performance of the office team
• Complete educational training as assigned
• Able to work evening hours and weekends as scheduled or assigned
• Cross train on additional responsibilities such as new account processing
• Coach and mentor employees as directed on sales and customer experience
• 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 ECR, ED, Coin Machine procedures and maintenance, if applicable to the office equipment
• Process weekly ATM balancing and ATM maintenance functions
• Conduct outbound business calls/referrals on a regular basis
• Ensure compliance with Northwest's policies and procedures, and Federal/State regulations
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
• Work as part of a team
• Work with on-site equipment