The Senior Teller serves as a first point of contact for customers by providing FirstBank service excellence, processing transactions in accordance with bank policies and procedures, assisting with customer inquiries, and recognizing/referring cross-sell opportunities as appropriate. The Senior Teller functions as a lead for Teller staff and back-up support for the Teller Manager.
ESSENTIAL FUNCTIONS: To perform this job, an individual must perform each essential function satisfactorily with or without a reasonable accommodation.
Assist customers with transactional needs according to established guidelines, brand model and service standards, including answering basic and advanced customer inquiries regarding account balances, transaction history, service charges, interest rates, etc. as appropriate.
Supervise and maintain daily operational standards, including but not limited to cash drawer security, daily balance of cash drawer, item capture procedures, counterfeit currency identification, count and roll coins, balance ATM, adequate supplies in teller station, etc.
Demonstrate advanced knowledge of available products and services, educating customers, as appropriate, on emerging bank technology and digital solutions such as mobile, online, ATM and other offerings.
Recognize customer needs and refer customers to appropriate bank partner(s) for cross- sell or service opportunities.
Use operational expertise to resolve difficult transactional situations and present solutions.
Protect the bank from unnecessary risk or exposure by being familiar with bank procedures and confidentiality guidelines, including but not limited to currency transaction reports, suspicious activity reports, Regulation CC holds and documentation, robbery procedures, etc.
Produce and analyze branch logs and reports as necessary.
Function and serve as a back-up support to Teller Manager when needed.
Work with Teller Manager to lead branch in providing consistent, distinctive service to all customers when delivering the FirstBank experience.
Practice and foster safe and sound bank procedures among Teller staff, including adherence to applicable laws and regulations, internal controls, operational procedures and risk management policies; adhere to security protocols for robbery, fraud, opening/closing process, cash controls, teller procedures, etc.
Regular and reliable attendance.
Perform other duties as assigned.
Position serves both internal co-workers and external customers.
Access to and/or work with sensitive and/or confidential information.
Exhibit a foundational understanding of banking industry regulatory compliance including FirstBank-specific policies and procedures, applying knowledge and best practices as appropriate.
Lead the work of others who perform essentially the same work. May set priorities, schedule and review work, but have no responsibility to hire, terminate, review performance and/or make pay decisions.
KNOWLEDGE, SKILLS AND ABILITIES: The requirements listed below are representative of the knowledge, skills and/or abilities required.
Education: High school diploma or the equivalent required
Experience: Minimum of two years; specific Teller experience required
Certifications and Licenses: Must be bonded within first six months of employment.
Skills and Abilities:
Business Mathematical Skills - Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to compute rates, ratios and percentages and to draw and interpret graphs.
Moderate Computer Skills – Frequent use of electronic mail, word processing, data entry, spreadsheets, graphics, etc. Ability to create, maintain and incorporate simple functions into documents, spreadsheets, databases and presentations to support business objectives.
Moderate Communication – Regularly use moderately complex oral and written skills. May train others in functional areas, interact with others, and make presentations to department or middle management.
Moderate Independent Judgment - Results are defined; set personal goals and determine how to achieve results with few or no guidelines to follow; supervisor/manager provides broad guidance and overall direction.
Routine Business Problems - Problems encountered are routine, somewhat repetitive, and generally solved by following clear directions and procedures.
Job-Specific Impact - Decisions generally affect own job or assigned functional area.
PHYSICAL AND MENTAL DEMANDS:
The physical 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 job responsibilities.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit for extended periods of time; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, bend, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift, push, pull and/or move up to 20 pounds. Repetitive motion of upper body required for extended use of computer. Required specific vision abilities include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
WORK ENVIRONMENT AND TRAVEL REQUIREMENTS:
Work environment characteristics described here are representative of those that an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job responsibilities.
Work in well-lit, ventilated and climate-controlled retail branch banking environment with routine office equipment; some equipment has moving mechanical parts.
Noise level in the work environment is moderate and typical for a retail banking environment.
Minimum overnight travel (up to 10%) by land and/or air.