Head Teller

Description

Lead and supervise a team of tellers. Ensure that the daily operational activities of the teller line are executed with accuracy and fulfill required service standards. Process and record routine transactions, handle complex or unusual customer transactions, and answer more complex customer inquiries. Ensure that tellers are complying with all operating, regulatory, and security policies and procedures. Primary resource for teller onboarding, training, and guidance. Responsible for the performance of, but not limited to, the below listed duties:

Main Duties and Responsibilities

• Evaluate checks and verify dates, signatures, identification and overall legality of the documents
• Accept deposits, loan payments, night deposits, and mail
• Cash checks after verifying sufficiency of funds to support withdrawals
• Process change orders for customers
• Prepare and issue official checks, money orders and cash advances
• Balance and buy/sell from the vault
• Balance cash drawer at the end of the shift
• Responsible for vault oversight and the daily auditing, reporting, and balancing processes
• Oversee tellers’ daily reconciliation and assist if needed 
• Prepare monies for shipment to Federal Reserve Bank
• Order cash supply to meet daily needs
• Responsible for ATM/ITM reconciliation and cash management
• Maintain a work area to ensure the safety of negotiables and confidential records 
• Promote and maintain good public relations with customers

Requirements

Qualifications (all required unless otherwise specified)

Skills

• Advanced Interpersonal, Verbal, and Written Communication
• Intermediate Conflict Resolution
• Intermediate Computer and Typing

Behaviors

• Detail Oriented: Thorough, observant, and accurate
• Active Listener: Listen to understand, focus, and respond thoughtfully
• Trustworthiness: Honest, ethical, and transparent
• Accountability: Responsive, self-aware, and willing to take responsibility
• Professionalism: Present oneself and communicate with competency and respect
• Sound Judgment: Make thoughtful and well-reasoned decisions
• Stress Tolerant: Ability to manage stress and reactions
• Organization: Time management and prioritization
• Team Management: Effective delegation and task coordination
• Handling Conflict: Recognition of issues and emotions and navigating towards a resolution
• Mentorship and Development: Coaching team members and leading by example

Experience

• 6+ months cash handling experience 
• 6+ months customer service experience and/or sales experience 
• Supervisory experience (preferred)