Teller Manager at Central Bank

Responsible for the efficient operation of the teller personnel by supervising the daily operational and customer service activities; ensures compliance to established policies and procedures. Acts as a resource to staff for operational and customer problems exercising discretion and good judgment. Provides and supports sales and STEP training and coaching of teller staff. Creates a teamwork environment to ensure that quality service is provided, sales goals are met, and operations and accounting requirements are satisfied. Sets an example for the staff in the area of customer service and sales. Conducts relationships and activities consistent with established Bank policies, procedures and systems, the corporate code of conduct, Bank Secrecy Act and all applicable State and Federal laws and regulations.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Assign duties and work schedules to ensure efficient functioning of department.
Ensure that bank policies and procedures are followed and that teller personnel are aware of proper operating procedures. Assist in problem resolution for tellers and customers.
Perform functions of personnel administration, such as employment interviews, training and development, coaching, counseling, performance reviews and maintaining an atmosphere conducive to open communication.
Recommend hiring, discipline, promotion, transfers and termination of staff when appropriate.
Conduct regular staff meetings to review problems, policies, procedures and updates of teller activities within the bank.
Acquire and maintain thorough understanding of security procedures; practice established procedures.
Understand role in case of robbery, whether victim or bystander, and know proper post-robbery procedures.
Monitor and reviews bank's security procedures and control access to vault.
Ensure staff's thorough understanding and full compliance of bank's security procedures.
Ensure staff's understanding of their role in case of robbery and proper post-robbery procedures.
Maintain reports documenting teller offages, balances and cash recaps.
Oversee vault cash, verifying amounts received; ensure adequate supply of money for bank's needs based on legal requirements and business demand.
Manage traveler's checks and other negotiables inventories.
Issue written and oral instructions.
Study and standardize procedures to improve efficiency of subordinates.
Maintain harmony among staff and resolve grievances.
Report on teller activities to supervisor/management when appropriate.
Ensure staff's thorough knowledge and understanding of compliance and regulatory issues relating to teller and customer service areas (i.e. Bank Secrecy Act, Regulations CC, E, DD, P, etc.) evidenced by appropriate application of these regulations in day-to-day operations.
Ensure neat and orderly work areas; ensure that all cash, negotiables and confidential records are secured and/or disposed of properly.
Consistently demonstrate proficiency in providing exemplary customer service in person and by telephone.
Maintain thorough knowledge of all bank products and services; ensure teller personnel acquire and maintain knowledge of all bank products and services.
Actively take advantage of all sales opportunities, cross-selling bank products and services to new and existing customers, ensuring recommended products and services meet needs of customer.
Coach Teller personnel on recognizing sales opportunities.
Actively participate in STEP program; attend appropriate sales and STEP training; utilize STEP program initiatives; work with manager to set STEP goals and make every effort to reach targeted goals.
Make referrals to other business units for traditional and non-traditional banking products and services.
Coach Teller staff in sales skills.
Participate, support and coach teller personnel in sales programs to generate new customers.
Perform teller duties and responsibilities as needed, i.e., staff shortage and/or business demand; meet performance requirements of teller position.
Arrange daily work plans to handle customer flow and bank processing requirements, provide customer service and meet bank record keeping requirements.
Attend all required training.
May be assigned other duties and responsibilities.
May be assigned work or training at other assigned locations.