Ensures the Branch Certification Binder is completed each month as required and outlined in the Retail Operations Manual.
Handles or provide assistance to other tellers with unusual transactions and answering difficult customer inquiries.
Provides supervisory overrides for unusual or more difficult transactions.
Reviews and approves large deposits.
Provides input or assistance with branch staff meetings.
Observes tellers to ensure the desired levels of customer service are being met in accordance with branch policies and objectives.
Assumes all duties and responsibilities of the Branch Operations Manager when he/she is out of the branch.
Schedules surprise cash counts within the branch.
Coaches staff with building customer relationships.
Utilizes the Connections software for recommendations and referrals.
Attends required training, meetings, conference calls and provide information received to branch staff as appropriate.
Provides excellent customer service to all customers and participates in creating a positive work environment.
Is knowledgeable of all bank products and services and trains staff accordingly.
Follows all bank policies and procedures.
Processes a variety of routine checking and savings deposits and withdrawals with little or no supervision in accordance with prescribed limits set on the Teller/CSR Authority Card.
Orders checks for customers.
Initiates, reviews and approves wire transfer requests and foreign currency transactions.
Issues and/or signs money orders, bank checks and cashier’s checks in accordance with proper procedures.
Redeems S. Savings Bonds and processes cash advances.
Receives mortgage, consumer and other loan payments and ensures the payments match balances due.
Places holds on accounts when required.
Answers customer questions in regards to research or problem resolution.
Processes mail transactions and night deposit bags.
Balances cash drawer at the end of the shift and compares totaled amounts to compute generated proof sheet. Reports any discrepancies to supervisor.
Ensures teller stations are organized, clean and stocked with necessary forms and supplies.
Orders supplies.
Answers emails and phone calls coming into the branch.
Complies with bank audit requirements.
Complies with all employment laws and regulations as they pertain to staff.
Performs all job duties and maintain compliance with all banking acts, laws and regulations, and to ensure staff has the training and resources to perform duties to maintain compliance with such acts, laws and regulations.
Non-Essential Duties and Responsibilities
Backup CSR responsibilities.
Performs vault duties such as ordering/shipping currency and coin and distributing money to tellers.
May be assigned branch security duties.
Completes action plans for operations staff and provides ongoing coaching.
Provides feedback for performance evaluations.
Supervisory Responsibilities
Carry out supervisory responsibilities in accordance with Bank policies and applicable laws. Responsibilities include interviewing, selection of staff and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications Required
(Required education may be satisfied by experience and/or working knowledge)
High School diploma or equivalent. Must possess a valid driver’s license as some travel to and from branches may be required (Rovers). At least two years of banking experience to include cash handling. One year of experience supervising staff.
Experience
Required
1 year(s): Supervising Staff
2 year(s): Banking Experience Including Cash Handling
Education
Required
High School/GED or better
Skills
Preferred
Auditing
Client Support
Coaching
Communication
Conceptual Thinking
Confidence
Conflict Management
Conflict Resolution
Creative Thinking
Creativity
Critical thinking
Customer Focus
Customer Service
Customer Support
Decision Making
Delegation
Dependable
Developing Rapport
Diplomacy & Tact
Directing Others
Documentation
Email
Emotional Intelligence
Employee Development/Coaching
Engagement
Enthusiastic
Excel
Flexibility
Goal Achievement
Goal Setting
Good Judgment
Honesty
Integrity
Interpersonal Skills
Leadership
Listening
Logical thinking
Marketing
Mentoring
Motivation
Multitasking
Networking
Oral Communication
Patience
Performance
Personal Accountability
Positive Attitude
Problem Solving Ability
Proficiency
Relationship Building
Relationship Management
Reliable
Resiliency
Respectful
Security
Self-Confidence
Self-Direction
Self-motivation
Supportive
Teaching
Team Building
Team Management
Teamwork
Telephone
Understanding & Evaluating Others
Verbal Communication
Writing
Written Communication
Behaviors
Preferred
Dedicated: Devoted to a task or purpose with loyalty or integrity
Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
Enthusiastic: Shows intense and eager enjoyment and interest
Innovative: Consistently introduces new ideas and demonstrates original thinking
Leader: Inspires teammates to follow them
Loyal: Shows firm and constant support to a cause
Team Player: Works well as a member of a group
Motivations
Preferred
Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
Flexibility: Inspired to perform well when granted the ability to set your own schedule and goals
Self-Starter: Inspired to perform without outside help
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
