Head Teller (Westborough) 08.27.2019
Job Details
Westborough Branch - Westborough, MA
Full Time
Banking
Job Summary

Title: Head Teller

Employment Status: Full Time

Department: Retail

Location: Westborough Branch

SUMMARY:

As a member of the Retail Management team, and reporting to the Assistant Manager /Branch Manager, the Head Teller is Main Street Bank’s starting level for retail supervisors. This position requires the basic skills and knowledge to perform a variety of duties to ensure the ongoing effective operation of the assigned branch. As with all supervisor levels, the Head Teller position may require that the candidate assist the Assistant Manager in the overall management of the branch in the absence of the Branch Manager, ensuring that the staffing, operations, sales and service function at the highest possible levels and delegating responsibilities and work assignments as required. This position exercises administrative control over the functions of the teller line to ensure its ongoing effective operation in conformance with established Bank policies and procedures. Responsibilities include overseeing daily teller activities, conducting teller transactions, cross selling bank products, building customer relationships, and performing account opening and customer service as needed. The Head Teller may assist with projects that affect the department and the bank as a whole. They may also act as a resource for other team members and shall embrace the established sales and service culture while coaching employees to maximize their contribution to the Bank’s goals.

ESSENTIAL DUTIES and RESPONSIBILITIES:

Statements included in this description are intended to reflect in general the duties and responsibilities of this classification and are not to be interpreted as being all inclusive, other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed 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.

GENERAL:

  • Oversees the daily teller line operations while ensuring that all policies and procedures put forth by the Bank and all governing agencies are adhered to by teller line employees.
  • Manages overall teller line operations, including but not limited to the processing of teller transactions, opening night bags, balancing the branch, vault and ATMs.
  • Provides daily supervision, consistent coaching and feedback to the teller staff, ensuring that customers receive exemplary service, their needs are determined and appropriate products and services are recommended.
  • Meets regularly with branch management team to discuss staffing needs, individual and team accomplishments as well as challenges to the Head Teller on a regular basis.
  • Helps to attain internal performance objectives for branch business volume, deposits, loans, customer relationship expansion and quality audit reports, sharing responsibility for achieving goals.
  • Provides training and guidance to others in the department on new and existing processes.
  • Creates an inclusive work environment that encourages and rewards performance while recognizing individual needs and skills.
  • Develops and maintains relationships with other department and organizational leaders and maintains operational alignment with core values, vision, strategy and goals.
  • Provides and maintains a professional business-like atmosphere within the branch creating a positive working team concept for staff.
  • Performs random monthly cash drawer audits and alarm testing in accordance with the Branch Manager monthly report.
  • Maintains and orders main vault cash and oversees teller cash levels, ensuring compliance with branch cash limits.
  • Ensures that the teller line is adequately staffed with properly trained personnel.
  • Prepares monthly teller staff schedules
  • Resolves routine personnel issues.
  • Responds to existing and potential customers by ensuring that all inquiries are met in a professional, efficient manner.
  • Prepares reports for management as required.
  • Understands and adheres to the guidelines of our Security Program.
  • Maintains a complete knowledge of branch policies and procedures including the process of approving checks and providing system overrides.
  • Opens and closes the branch.
  • Handles customer problems and complaints in a professional and timely manner and coordinates appropriate follow-up.
  • Maintains a basic knowledge of the Bank’s consumer loan products with the ability to process payments and refer inquiries to qualified personnel.
  • Attends meetings, training or other sessions as designated or recommended by management.
  • Conducts, in conjunction with the ABM and BM, weekly staff meetings to discuss operations, sales and service matters.
  • Approves general ledger tickets and account overrides.
  • Monitors the use and recording of negotiable instruments, official checks and compliance records for such transactions.
  • Provides and maintains a professional business-like atmosphere within the branch creating a positive working team concept for staff.
  • May provide input towards performance evaluations.
  • Create an inclusive work environment that encourages and rewards performance while recognizing individual needs and skills
  • Regular and consistent attendance is required to continue the high standard of customer service as well as occasionally participating in before/after hours and/or weekend community events.
  • In the performance of respective tasks and duties, the employee is expected to maintain knowledge of and ensure compliance with Bank Secrecy Act regulations and adheres to compliance procedures and internal/operational risk controls in accordance with any and all applicable regulatory standards, requirements and policies as well as attending all required training sessions and completing all required on-line training courses.
  • The employee is expected to adhere to all company policies and act as a role model in the adherence to policies

SALES:

  • Shares responsibility for achieving branch goals.
  • Participates in Branch activities that generate new business such as promoting branch sales culture and special promotional events.
  • Partners with and provides referrals to other areas of the Bank, such as Commercial and Mortgage Lending, to help fully develop banking relationships.
  • Assists with sales training where needed, embracing role as a sales leader and coaching staff to identify opportunities that result in sales.
  • Motivates teller staff to work towards their goals and ultimately the branch goals by creating internal contests within the branch.
  • Represents the financial institution in public relation activities and community service events.
  • Establishes and nurtures contact within the branch community.

SERVICE:

  • Counsels employees, while providing consistent coaching and feedback to teller line staff, ensuring that customers receive exemplary service, their needs are determined and appropriate products and services are recommended.
  • Consistently exceeds customer service expectations by offering excellent service, including greeting customers, smiling, using their name and building rapport with customers designed to generate customer loyalty.
  • Maintains a thorough knowledge of Bank’s deposit and loan products as well as additional services offered.
  • Provides counsel to existing and potential customers regarding product and/or service selection.
  • Evaluates customer problems and complaints and resolves them to ensure customer satisfaction.
  • May assist customers with account opening and maintenance.

SUPERVISORY RESPONSIBILITIES: Tellers, Sr. Tellers

EDUCATION and/or EXPERIENCE:

  • High School diploma or equivalent and/or related work experience
  • Two to three years customer service and cash handling experience
  • One or two years’ experience in supervising people
  • Experience with 10 key adding machine
  • Proficient in Microsoft Office Suite products
  • Solid understanding and application of and ability to operate standard office equipment

CERTIFICATION(S), LICENSES or REGISTRATIONS:

  • Notary - preferred

COMPETENCIES:

  • Responds promptly and accurately to both internal and external customers’ requests for information and coordinates appropriate follow-up
  • Make sound decisions based on balanced consideration of facts, priorities, resources, constraints and alternatives
  • Excellent communication skills (written, verbal and presentation), to effectively explain products and interpret policy to customers and staff.
  • Excellent organizational skills with the ability to organize multiple projects, managing competing demands and able to deal with frequent change, delays or unexpected events managing workflow and use time efficiently prioritizing to meet tight deadlines
  • Strong attention to detail monitoring self and teams work for accuracy and quality and demonstrates a passion for excellence in every aspect of work
  • Leadership skills to effectively convey goals and initiatives to staff and management
  • Develop and maintain relationships within a diverse population of internal and external stakeholders and maintains alignment with core values, vision, strategy and goals.
  • Ability to effectively work independently, with colleagues and in teams on multiple projects simultaneously, managing time and resources to ensure work is completed efficiently and within established timeframes.
  • Ability to inform, educate and influence team members to support corporate goals and objectives.
  • Maintains a high level of confidentiality and discretion – Main Street Bank has a reputation of providing excellent customer service as such; employees must adhere to the code of ethics in discharging their duties and representing the bank with in the community.
  • Demonstrates initiative, creativity and resourcefulness in problem solving and the pursuit of resolution and overall goals
  • Identifies customer needs and proactively cross-sells MSB’s products and services
  • Problem analysis and problem resolution skills to determine the proper course of action necessary to resolve the issue
  • Proficient mathematical problem solving using addition, subtraction, multiplication and division
  • Utilizes technology/systems to improve work processes and create efficiencies and uses a range of technology to solve problems
  • Solid understanding and application of administration activities with an understanding of office procedures and ability to operate standard office equipment
  • Create an inclusive work environment that encourages and rewards performance while recognizing individual needs and skills

LANGUAGE/COGNITIVE SKILLS: The work skills described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The person in this position frequently communicates with customers, about banking products, their bank accounts & transactions and therefore must be able to exchange accurate information in these cases. They will need to, use judgment and discretion in decision making situations, interpret and follow all Bank policies and procedures, write/create reports and business correspondence, (Main Street Bank’s standard language is English). As well as the ability to:

  • Speak and effectively present/communicate information and respond to questions from customers, groups of managers, vendors and other employees.
  • Define problems, collect data, establish facts and draw valid conclusions.
  • Read, analyze and interpret a variety documents such as checks, bank statements and Loan documents.

PHYSICAL and WORK ENVIRONMENT DEMANDS: The physical and work environment demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is required to:

  • Consistently operate a computer for extended periods of time
  • Specific vision abilities may be required by this job include close vision, distance vision, peripheral vision, depth perception, and ability to adjust focus.
  • Regular use of office productivity machinery (i.e. a calculator, copy machine, fax machine, computer printer).
  • Regularly lift and/or move up to 25 pounds, (i.e. cash drawer, coin)
  • Frequently required to remain in a stationary position, 50% of the time
  • Occasionally required to stoop and bend
  • Occasionally move throughout the inside and outside of the Bank to access resources and individuals
  • Occasionally travel locally for bank purposes and/or on behalf of the bank (i.e. training, community/marketing events).
  • The employee must be able to work schedules that meet the needs of the bank, which may include early morning, evening and/or weekend hours.
  • It is a general office environment where the noise level is moderate

 

Applicant Notice

The completion of this Application for Employment, does not assure a position with Main Street Bank and any offer of employment is conditioned on the satisfactory completion of a background and credit review as determined by the sole discretion of Main Street Bank. Neither this Application for Employment nor any document constitutes a contract of employment for a specific term and that any employment relationship that may be established will be 'at-will' and if hired, may be terminated at any time, for any reason, by the applicant or Main Street Bank.

Massachusetts Law

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Massachusetts General Laws c. 151B prohibits employers from (1) terminating or refusing to hire individuals on the basis of genetic information; (2) requesting genetic information concerning employees, applicants, or their family members; (3) attempting to induce individuals to undergo genetic tests or otherwise disclose genetic information; (4) using genetic information in any way that affects the terms and conditions of an individual’s employment; or (5) seeking, receiving or maintaining genetic information for any non-medical purpose.

Main Street Bank is an Equal Opportunity Employer, we are committed to recruiting, hiring, training and promoting persons without regard to race, color, religion, national origin, citizenship, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, military service, genetic information, and gender identity.

 

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