The Head Teller is responsible for supervising the branch customer activities and ensuring branch balances and adequate cash management.

Duties and Responsibilities:

1. Monitors Teller activities; acts as resource to Tellers; approves Teller transactions; ensures procedures are being followed; monitors over/short reports.
2. Provides excellent customer service by processing customer transactions; answers customer inquiries both in person and on the telephone including Call Center support; follows-up with customers as necessary.
3. Operates Teller window; maintains acceptable outages based on the Branch Operation Guidelines; maintains appropriate cash limits; follows policies and procedures to ensure compliance for branch audits.
4. Cross-sells bank's products and services by using insights gained about the customer's needs; provides investments, mortgages, business banking referrals; follows up on referral opportunities.
5. Assists in performing back office duties which includes completing branch reports, balancing the ATMs, processing night/mail deposits, and filing; opens and closes branch locations in a secure manner as needed.
6. Opens and closes deposit accounts and services with accuracy and in accordance to bank policies and applicable regulations.
7. Answers inquiries from customers and tellers; resolves any customer and/or staff problems, etc.
8. Maintains vault by ordering cash, distributing cash to tellers, and reconciling the vault; ensures adequate cash is available for customer transactions.
9. Prepares various daily and monthly branch reports.
10. Assists in shared Customer Relationship Center responsibilities.
11. May float to other bank branches as needed.
12. Manages service providers and vendors effectively; structures relationships with service providers in a strategic manner; sets expectations; develops performance metrics; measures vendor performance, provides feedback and holds accountable.
13. Other duties as required.

Necessary competencies:

1. Active Listening
2. Change Champion
3. Coaching
4. Communication
5. Conflict Resolution
6. Organizational Savvy
7. Process Oriented
8. Service Orientation

Technical Expertise

1. Experience in retail banking is required.
2. Experience in customer service is required.
3. Experience in banking laws, regulations, and guidelines is preferred.
4. Experience in financial services or banking is preferred.
5. Proficiency in MS Office [Outlook, Excel, Word] or similar software is required. Cleartouch, OnBase, various government and investor software/web portals is preferred.

Education and Experience

1. Education: High School Diploma or equivalent is required; Bachelor's degree is preferred, or equivalent experience.
2. Certification: Notary is preferred. [Float positions] Valid driver's license is required.
3. Years of experience: 3 to 5 years is required.
4. Years of experience supervising: 0 to 2 years is required.

Physical Environment

• While performing the duties of this job, the employee is regularly required to lift, walk, stand, sit, bend, reach with hands and arms, climb, push/pull, use hands, and see, hear and speak.
• The employee must occasionally lift and/or move up to 25 pounds.
• The noise level in the work environment is usually quiet to moderate.
• This position is performed in an office setting, able to work days and hours branch offices are open. Able to work overtime as directed.

This job description is designed to provide a general overview of the requirements of the job and does not entail a comprehensive listing of all activities, duties, or responsibilities that will be required in this position.

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