Customer Service Representative/Head Teller

Description

Essential Duties

1. Regular attendance is required and will vary by position. For your specific schedule and hours, please discuss with your supervisor or division head. These hours are determined at the beginning of the year by your supervisor and are submitted to HR on the Budgeted Hours report. Based on need, the Bank does reserve the right to adapt at any point.

2. Directly supervises the Teller Unit in order to provide efficient and accurate paying and receiving services as follows:

a. Ensures that Tellers are providing complete paying and receiving services to customers.

b. Ensures that all paying and receiving, balancing, and operational activities are done efficiently and according to policy; this includes the activities of Teller personnel, ATM services, and other paying and receiving activities.

c. Ensures that the Teller Unit works as part of the customer service team and that Tellers take advantage of new business referral opportunities.

d. Ensures the coordination of work, i.e., makes certain that the work of the Teller Unit is coordinated with other positions in the office, with centralized operations personnel, and other departments and units.

e. Ensures the preparation of other related reports as assigned by the Community Office Manager.

f. Makes certain that all Tellers have an adequate supply of cash to conduct business; maintains level of cash according to approved unit cash management policies.

g. Balances and maintains currency and coin.

h. Orders all currency and coin for the office; ships extra money.

i. Maintains cash management records.

j. Balances vault cash each day for the office.

3. Performs a variety of duties to support the consumer service function of a community office as follows:

a. Completes the documentation and performs point-of-sale processing on all types of new accounts, e.g., loans, deposits, etc.

b. Provides support to office customer service personnel engaged in establishing quantitative customer service and sales objectives on an annual basis as warranted; this activity to be integrated with the office's annual marketing/sales plan.

c. Provides assistance, as requested, to office customer service personnel involved in soliciting new business from present and prospective customers; maintains ongoing business relationships with present customers in order to take advantage of additional cross-selling opportunities.

d. Provides customer service information on a timely basis in order that this information may be included as part of monthly and year-to-date performance reports.

e. Serves as a member of the office sales team, e.g., Office Manager, Consumer Services Officer, etc.

f. Maintains a thorough knowledge of the features and benefits of all bank products and services in order to ascertain customer needs and to participate in selling in conjunction with these needs.

g. Provides direct service to customers of the Bank with respect to deposit products and services; supplies pertinent information on other products and services, e.g., loans, trust, etc., as needed.

h. Assists customers in obtaining specialized services from other bank departments as necessary; provides help to customers with specific inquiries or service problems.

i. Maintains an awareness of new business opportunities with customers; actively refers customers to appropriate customer service personnel as warranted when these opportunities are available.

4. Participates with the Community Office Manager in establishing specific goals for the unit; implements strategies to achieve these goals.

5. Determines work procedures, prepares work schedules, and expedites work flow.

6. Abides by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of sexual harassment and other forms of illegal discriminatory behavior in the work place.

7. Cooperates with, participates in, and supports the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the bank's compliance with all regulatory requirements, e.g. Community Reinvestment Act (CRA), Equal Credit Opportunity Act, etc.; insures that the unit and all personnel adhere to the same.

8. Directly supervises assigned personnel as follows:

a. Assists in the selection of new personnel as appropriate.

b. Makes provisions for the proper orientation and training of new personnel; trains new personnel as required.

c. Reviews employee performance throughout the probationary period and on a regularly scheduled basis thereafter.

d. Organizes, schedules, and distributes work among assigned personnel.

e. Keeps personnel informed of pertinent policies and procedures affecting the unit and/or their jobs; creates an atmosphere in which upward communication from employees is encouraged.

f. Administers personnel policies and procedures as established by bank policy.

9. Communicates with the Manager, other unit supervisors, and appropriate staff personnel in order to integrate activities.

10. Provides timely reporting to the Manager and other appropriate groups or individuals.

Ancillary Duties

1. May be required, on occasion, to provide safe deposit box services to customers.

2. May be required to provide support in non-paying and receiving activities, e.g., new accounts, loans, etc.

3. May provide overall office supervision in the absence of the Community Office Manager.

4. May serve as a Teller, when required, and within technical abilities.

5. Performs tasks that are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.

Requirements

Basic Qualifications

Education/Training: A high school diploma or equivalent with an emphasis in accounting or business curriculum.

Skill(s): Proficient reading, writing, grammar, accounting, analytical, and mathematics skills; moderate computer skills; proficient interpersonal relations and communicative skills; moderate typing and office machine skills; ability to lift approximately fifty (50) lbs. of coin; demonstrated management and supervisory skills; visual and auditory skills; a comprehensive knowledge of all bank forms and documents used in opening new accounts; a working knowledge of bank consumer products and services, along with the operating policies and procedures that impact these products.

Experience: A minimum of two (2) years' experience in related positions normally required.

General Responsibilities

Responsible for directly supervising the Teller Unit in order to provide efficient and accurate paying and receiving services; performing a variety of duties to support the consumer service function of a community office; participating with the Manager in establishing specific goals for the unit; determining work procedures and expediting work flow; insuring unit compliance with all operating policies and procedures; directly supervising assigned personnel; communicating with appropriate personnel; providing periodic reports.