Lead Teller - Greensboro

Overview:

The Lead Teller at BankSouth will be accountable for all cash on the branch premises; responsible for the training and supervision of tellers and coordination of their duties and schedules; responsible for accurate processing of all teller based financial transactions and being an effective/accurate source of information and assistance for our customers; is a leadership role model for other tellers and bank staff; provides friendly, courteous, professional, confidential and effective assistance to internal and external customers by being ready, respectful and responsive.

Responsibilities:

Lead Teller Behavior:

• Provide leadership to and set an example of desired behavior for other tellers in interactions with internal and external customers
• Constantly reviews performance of teller activities as to the use of their cross-selling techniques in accordance with their performance appraisals and discusses needed changes with each teller.

Branch-Bank-Personal Growth:

• Make referrals and cross sell Bank products to meet established sales goals
• Attend sales meetings
• Attend ongoing sales, product, customer service, security, and regulatory training
• Initiate self-directed learning of Jack Henry and other system tools as applicable
• Process and sell mutilated currency to the vault
• Observes and reviews performance of teller activities as to the use of their cross-selling techniques in accordance with the performance appraisals and discussed needed changes with each teller

Lead Teller Functions:

• Oversees training and supervises duties of tellers, coordinating their workflow; responsible to ensure that teller work schedules provide adequate coverage and if unclear, elevate to the next level of management
• Overall lobby management to ensure that all Tellers and Bankers handle themselves in a businesslike/professional manner in handling customer needs. Ensures that customers are greeted and assisted in a timely manner; that decorum is maintained and depending on circumstances, ensure that the right Bank resources are brought in to aid the customer with inquiries
• Responsible to know when tellers have shortages and overages, understand & perform the reconciliation process; advise tellers of what to do and who to contact when they are out of balance; periodically submit to Branch Manager for review and maintains documentation of these outages and probation schedules of each employee, as set forth in policies.
• Maintains overall control and accountability for overall vault reconcilement
• Responsible to oversee the operation of the onsite ATM, including daily balancing and cash replenishment
• Orders the appropriate amounts and types of cash for the company and supplies tellers with daily cash
• Responsible for maintaining sufficient supplies of official checks, gift cards and all teller supplies
• Responsible to ensure that all returned checks are received/processed by either re-depositing, clearing from accounts, or contacting customer
• Monitor and periodically test alarms and cameras

Customer Service:

• Research, troubleshoot, and resolve customer as well as internal inquiries regarding policies, practices, and products.
• Assist other departments and branches with transactions as needed, provide support for the department and branch managers in fulfilling customer requests and merchant verifications.

Transaction Management:

• Inspect and verify customer identity through thorough examination and referencing of all documents and identification; verify all endorsements
• Receive loan payments and savings deposits from customer, address inquiries on accounts, record amounts and dates of payments and other significant information, check customer calculations and validate checks and/or count cash payments.
• Accurately count and authenticate all coin/currency received
• Accurately and correctly prepare all teller tickets, receipts for night deposits, mail deposits and other documents
• Properly sort proof work and/or onsite capture items
• Properly apply placement of deposit holds as needed
• Complete documentation for suspicious activity reports (SARS) for research and follow up
• Obtain required documentation for CTR reporting

Key Results Areas:

• Represent the Bank with a positive attitude and willingness to assist the team as needed
• Responsible for meeting sales and service goals set by management.
• Able to quantify/qualify referrals based on customer needs through personal interaction
• Prompt, accurate processing of all deposit and loan transactions
• Accuracy and compliance in processing of all cash and negotiable instruments
• Exhibit personal accountability for success of branch operations
• Attain referral goals
• Attain branch sales goals
• Minimal occurrence of cash shortages/overages
• Demonstrate proficiency with cash recyclers (as applicable)

Experience & Education:

Two to Five years of similar or related experience, including time spent in preparatory positions. A high school degree or equivalent is required.

Required Knowledge, Skills, Abilities:

• Create and maintain a clean, neat, pleasant work environment by maintaining a professional look (i.e., dress, posture, attitude, etc.), positive outlook and behavior toward customers and co-workers.
• Arrive and depart on scheduled days and within the time frames specified by the Branch Operations Manager
• Stay within specified time frames for breaks, lunches, and approved absences
• Obtain prior approval for all planned absences from work
• Honor commitments to substitute or fill in when requested

Other Requirements:

Satisfactorily complete all required compliance training and compliance with all laws and regulations that apply based on the scope of this position.

Interpersonal Skills:

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.

Physical Requirements:

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 25 lbs. Must be capable of climbing/descending stairs in an emergency. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on a computer for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of regular, reliable, and timely attendance.

Working Conditions:

Must be able to routinely perform work indoors in climate-controlled shared work environment with moderate noise.

Mental and/or Emotional Requirements:

Must be able to perform job functions independently and with limited supervision. Must work effectively as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic financial calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under stress of deadline, requirements for extreme accuracy and quality and/or fast pace. Must be capable of exercising highest level of discretion on confidential matters.

Scope:

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not a contract and should not be construed as a guarantee of employment for any specific period of time.

BankSouth is an equal opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity, disability, or veteran status.