POSITION SUMMARY:
Tellers are critical to the success of the bank; they are the first point of contact for most customers and are expected to provide exceptional customer service by accurately and effectively processing routine transactions including cashing checks, accepting deposits and withdrawals, and processing loan payments and money transfers. Tellers promote and cross sell other bank products and services by referring to other departments.
ESSENTIAL JOB FUNCTIONS:
1. Transaction Processing:
A. Provides account services to customers by processing deposits, withdrawals and loan payments, cashing checks, and issuing cashier and bank checks.
1. IRA Contributions are made using the correct code for year and type as authorized by the customer
2. IRA Distributions are referred to the CSRs for proper processing
3. Loan Payment tickets are created to properly process various payment types as instructed by the customer, including regular payments, principal only, past due, late fees, etc.
B. Records night drop and mail transactions in accordance with dual-control functions.
C. Redeems U.S. Savings Bonds
2. Cash Handling:
A. Secures and moves cash drawer to and from vault at start and end of shift.
B. Counts and bundles coin and currency for sale to vault teller in order to maintain cash drawer limit.
C. Reconciles cash drawer by proving transactions totals against Horizon Teller:1. Balancing average is 85% or better each month (calculated by dividing the number of days balanced to the penny by the number of days worked). 2. No more than 3 customer/transaction errors per month (these are errors reported by the customer).
3. No more than 5 accounting and 5 proof errors returned per month: (these are errors reported by the back office, image center, or audit).
D. May assist other tellers with cash drawer balancing or audit.
3. Customer Service: A. Greets customers in a friendly, professional manner both in-person and on the telephone. Addresses customers by name and thanks them for their business. B. Ability to answer (and properly refer to CSRs) customer inquiries regarding deposit products and services including electronic banking suite (OLB, mobile banking, mobile wallet, online bill payments, eStatements, SecurLock Equip, P2P, etc. ).
C. Cross sells bank products by answering inquiries, informing customers of new services and product promotions. Directs customers to other bank personnel for bank services, including new accounts, loans, and investments.
D. Prepares request forms for research and account maintenance and forwards to appropriate department for processing.E. Completes written communication with by letter, email, and secure email; all correspondence is professional, formatted in accordance with bank standard, and proof read/spell checked for accuracy.
F. Provides customer entry to Safe Deposit Boxes – properly IDs customer, logs customer in and out of box
4. Team Work:
A. Arrives on time, is prepared, and participates in scheduled bank, branch, and/or department staff meetings.
B. May be asked to provide coverage in other branches and/or areas of the bank.
5. Compliance:
A. Maintains customer confidence by keeping information confidential.
B. Completes all periodic and mandatory training courses as assigned by the Compliance Officer(s) and Human Resources to ensure ongoing compliance with internal policies and procedures and applicable laws.
C. Maintains current knowledge of bank compliance standards and performs all aspects of the job in accordance with those standards; including, but not limited to Bank Secrecy Act, Privacy, Security and consumer protection laws.
1. Bank Secrecy Act: Completes Currency Transactions Reports (CTRs) and monetary instrument logs in accordance with BSA Policies and Procedures. Recognizes and reports unusual or suspect activity (SAR) to Head Teller and BSA Officer.
2. Privacy: Maintains confidentiality of customer information by securing documents and not disclosing non-public information. Reports privacy and information security concerns to Head Teller and Privacy Officer.
3. Security: Follows established Security Policy procedures for entering and exiting the building and cash handling. Promptly reports security related concerns to Supervisor and Security Officer.
4. Information Security: Understands information security, does not share system passwords, does not open email attachments or click on email links from unknown senders. Promptly reports concerns to supervisor or IT Manager. Knows how to disconnect PC from network to minimize impact of malware or viruses embedded in phishing emails
D. Logs customer complaints (and compliment) on the appropriate log. Forwards written complaints to supervisor or Senior Manager immediately.
6. Education:
A. Completes orientation training[1] as assigned by Human Resources.
B. Completes mandatory compliance training classes[2] as assigned by Human Resources.
C. Completes all other training assignments as assigned.
INCIDENTIAL JOB FUNCTIONS:
1. Clocks time in/out via online timekeeping log that is approved by Office Manager.
2. Inter-office communication via e-mail, voicemail, and courier.
3. Ability to travel to and work in other branches of the bank as assigned and/or scheduled.
4. All other duties as noticed or assigned.
5. Attendance in accordance with company policy and position requirements which could include evenings and weekends.
UNIQUE CONDITIONS: (may require accommodation)
· Hearing: In person and telephone communication when customers may speak in quiet voice for confidentiality purposes.
· Speaking: One-on-one, telephone, small or large group, speaking in appropriate tones and volume based on situation and circumstances.
· Mobility: Standing and/or sitting for long periods of time, walking short distances, turning, twisting, stooping, kneeling, reaching and stretching. Ability to periodically grab, lift and place bags of currency and coin up to 30 pounds. Ability to repetitively grab, twist and place drive-up tube canister up to 5 pounds.
· Vision: Ability to read job-related information via printed documents and computer screen.
· Manual Dexterity: Eye-hand coordination and manual dexterity sufficient to operate a keyboard, calculator, adding machine. Ability to move, guide, place, grasp, and carry papers or currency to complete transactions.
· Hazards: May be exposed to moderate hazards and stress including electrical, mechanical, high places and cramped quarters.
KNOWLEDGE AND EXPERIENCE:
· High school diploma or equivalent
· Clerical, administrative, cash handling, sales or service experience preferred.
· Knowledge of customer service principles.
· Relevant computer skills – Microsoft Word and Excel.
· Use of office equipment including adding machine, copier, postage machine and scale, fax.
· On-the-job training usually provided.
SKILLS AND ABILITIES:
· Strong numerical ability.
· Good listening and communication skills – ability to read, write, speak and understand English.
· Customer service orientation.
· Accuracy and attention to detail.
· Time management – ability to handle multiple priorities effectively.
· Problem solving.
· Honesty and Integrity.
· Teamwork.
ACCOUNTABILITY/RESPONSIBILITIES:
Tellers are responsible for the daily, effective handling of customer transactions and accurate balancing of financial transactions. Tellers have the authority, but may look to their supervisor (Head Teller, Assistant Branch Manager, or Branch Manager) for guidance, on making decisions regarding bank fees, information to provide, check cashing, etc.
The position has high level of visibility with customers and co-workers.
SUPERVISION: None
DISCLAIMER: The above duties or working procedures describe the chief job functions of the position and are not considered a detailed description of every duty of the job.
[1] Principles of Banking must be completed within one year of hire per TBOB Service Culture Standards.
[2] ICBA online assignments scheduled annually by HR and as needed by department manager.
Job Type: Full-time
Pay: From $17.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Tuition reimbursement
- Vision insurance
Work Location: In person
