Provides excellent customer service to all customers and participates in creating a positive work environment.
Builds relationships with customers via recommendations and referrals through the Connections software, with the ability to train and mentor staff on the same.
Provides oversight of branch operations staff on a day-to-day basis, to include scheduling, mentoring and coaching.
Provides training to staff in regard to compliance with all bank policies and procedures.
Trains branch staff on all bank products and services offered by the bank.
Responsible for the completion of branch Certification Binder as required and outlined in the Retail Operations Manual.
Handles or provide assistance to other tellers with unusual transactions and answering difficult customer inquiries.
Performs all duties of the Branch Operations Manager in their absence.
Provides training for Tellers and CSR’s.
Provides supervisory over-rides.
Reviews and approves large deposits.
Processes a variety of routing checking and savings deposits with no supervision in accordance with prescribed limits set on the Teller/CSR Authority Card.
Responsible for completing customer transactions effectively and efficiently.
Provides input or assistance with branch staff meetings.
Oversee the performance of a variety of customer service transactions; such as check orders, account holds, stop payment orders, check verification.
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.
Initiates, reviews and approves wire transfer requests and foreign currency transactions.
Receives mortgage, consumer and other loan payments and ensures the payments match balances due.
Places holds on accounts when required.
Aids in creating efficiencies.
Enforces bank audit requirements and compliance standards within the branch.
Attends required training, meetings and conference calls and provide information received to branch staff as appropriate.
Balances cash drawer at the end of the shift and compares totaled amounts to compute generated proof sheet. Report any discrepancies to supervisor.
Processes mail transactions and night deposit bags.
Ensures teller stations are organized, clean and stocked with necessary forms and supplies.
Answers emails and phone calls coming into the branch.
Orders supplies.
Complies with bank audit requirements.
Complies with all employment laws and regulations as they pertain to staff.
Performs all job duties to ensure compliance with all applicable 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
Provides input on performance evaluations for tellers and CSR’s and resolves grievances as necessary.
Monitors tellers and CSRs to ensure that the desired levels of customer service are being met in accordance with branch policies and objectives.
Backup CSR responsibilities.
Supervise tellers and CSRs and assigns appropriate workloads within the branch.
Completes action plans for staff and provides ongoing coaching.
Supports Branch Operations Manager with branch financials and growth expectations.
Performs vault duties such as ordering/shipping currency and coin and distributing money to tellers.
May be assigned branch security duties.
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 and new accounts. One year of experience supervising staff.
Physical Requirements and Working Conditions
Standing for extended periods of time, requires close visual acuity and the ability to work and operate computer applications and equipment including copy machine, telephone, scanner or other basic business equipment. Ability to lift heavy items that may weigh up to 55lbs (e.g. boxes of copy paper/files, currency counters, coin bags etc.). Ability to perform repetitive finger, hand and arm movements. The job is within the normal office environment range. Some travel between branches may be required (Rovers).
Qualifications Preferred
Five years of banking experience to include cash handling and new accounts. Two years of experience supervising staff.
Knowledge, Skills and Abilities Required
Requirements stated here are minimum levels of knowledge, skills and/or abilities to qualify for this position. To perform the duties and responsibilities of this position successfully, the employee must possess the abilities and aptitudes to perform each task proficiently. “Ability” means to “possess and apply” both knowledge and skill.
Knowledge
Knowledge of all bank products and services to effectively refer customers through Connections.
Knowledge of banking transactions.
Knowledge of arithmetic to include addition, subtraction, multiplication and division.
Knowledge of financial reports as they pertain to branch profitability.
Skills
Answering emails and phone calls (internally and externally) in a professional manner.
Providing information to supervisors, co-workers and customers to convey information effectively.
Organization, prioritizing work and managing time effectively.
Teaching others how to complete job duties.
Use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problem resolutions.
Motivating, developing and directing others as required by the job.
Considering all potential actions and consequences in making a good decision relative to the situation at hand.
Abilities
Ability to be exact or highly accurate to include balancing cash.
Ability to communicate both verbally and in writing.
Ability to be careful, detailed and thorough in completing work tasks.
Ability to develop constructive and cooperative working relationship with others.
Ability to being open to change and variety in the workplace.
Ability to read and understand information presented in writing.
Ability to use mathematics to process transactions and resolve problems.
Ability to effectively handle potentially stressful or confrontational situations.
Ability to work well under pressure and in a fast paced environment.
Ability to exercise independent judgment.
Ability to be honest and ethical.
Experience
Required
2 year(s): Banking experience including cash handling and new accounts.
Education
Preferred
High School or better
Skills
Preferred
Planning & Organizing
Motivation
Teaching
Behaviors
Preferred
Functional Expert: Considered a thought leader on a subject
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)
