Senior Teller

Bangor Savings Bank | Portland, ME

Posted Date 9/15/2020
Description FUNCTION: The Senior Teller position is for individuals who have mastered the skills of the teller position, including the ability to provide superior customer experience while completing transactions with a high degree of accuracy and speed. Senior Tellers provide excellent customer service by greeting customers in a friendly manner, developing rapport and satisfying customer transactional needs; contribute to the overall sales growth of the Bank by exploring customer financial needs and goals, recommending solutions or engaging business partners to provide more expert assistance. Senior Tellers provide leadership on the teller line to create an exceptional working environment; may have vault cash and ATM responsibilities and may assist in Head Teller functions as necessary. May be responsible for coaching and training new tellers. May function as a Customer Service Specialist as needed.

ACCOUNTABILITIES

Customer Experience:

  • Promotes a customer-centered culture and attitude among staff
  • Builds relationships by providing the highest level of service, demonstrating You Matter More to each customer, getting to know customers on an individual basis
  • Engages in conversations to understand customer needs and financial goals, offers solutions as appropriate or refers to other team members in accordance with Bank strategy
  • Understands the Bank’s products and services and how they benefit customers, promoting as appropriate
  • Embraces and utilizes the Bank’s sales and coaching process, completes action plans in an effort to meet goals

    Customer Transactions:

  • Accurately, efficiently and courteously processes transactions in compliance with Bank policies and procedures
  • Performs more complex transactions independently and correctly, acts as a resource to others
  • Maintains accurate cash and transaction records, meeting established teller performance standards
  • Demonstrates ability to handle more complex transaction issues independently, refers customers to appropriate staff for advanced problem resolution; acts as a resource to others
  • Determines the necessity of placing holds on items presented for deposit
  • Maintains awareness of current fraud alerts and identifies fraudulent activity
  • Utilizes non-transaction processing time effectively by engaging in value added activities

    Compliance and Control:

  • Understands, demonstrates competency and maintains knowledge of the Bank’s operational and risk management policies as well as the Bank’s security policies and procedures.
  • Assists in ensuring that the Bank is in compliance with local, state and federal regulations
  • May be responsible for the operational and audit functions behind the teller line and assists management in completing other operational and audit functions within the Branch

    General:

  • Interacts harmoniously and effectively with others, focusing upon the attainment of bank goals and objectives through a commitment to teamwork
  • Conforms to acceptable punctuality/attendance/professionalism standards as expressed in the Employee Handbook
  • May train or assist in training new employees
  • Performs additional duties as requested
  • Travel to other branches for coverage may be required

    COMPETENCIES:

  • Integrity/Ethics – deals with others in a straightforward, honest manner, is accountable for actions, maintains confidentiality, supports company values, conveys news good or bad
  • Vision/Values – Supports company mission/values through daily actions and decisions, communicates the Bank’s vision, mission and values to others
  • Adaptability/Flexibility – adapts to change, is open to new ideas, takes on new challenges
  • Initiative – takes action, operates as a pro-active self starter, acts on opportunities to improve
  • Interpersonal Skills – has good listening skills, excellent customer service skills, able to communicate clearly and professionally both in telephone and written communication
  • Productivity – manages time well, handles information flow well, strong multi tasking skills with the ability to prioritize and organize work flow, accepts accountability, meets accuracy standards
  • Decision Making - able to think through a problem, following proper steps in finding resolution
  • Teamwork – Team player with a positive attitude, promotes a team atmosphere, selflessly pitches in, shares information, partners well with others, willingly assists co-workers and share responsibilities
  • Sales Skills – applies sales skills to identify customer needs and refer to appropriate business partners, translates product features to benefits, works to develop sales skills

KNOWLEDGE/SKILLS/EXPERIENCE REQUIRMENTS:

  • High school diploma or equivalent
  • Minimum of one year, high performing teller, cash handling and/or sales experience helpful
  • Demonstrated personal computer literacy

PHYSICAL DEMANDS/CONDITIONS REQUIREMENTS

  • General office environment
  • May be required to move bags of coin short distances. Moderate lifting (up to 50 lbs.) required.
  • Moderate reaching, walking, sitting and standing required

    EQUIPMENT USED

  • General office equipment

    External and internal applications, as well as position incumbents who become disabled, must be able to perform the essential functions (as listed) either unaided or with the assistance of a reasonable accommodation to be determined by management on an individual basis.

Job Type
Regular
Geographic Region
Greater Portland/Casco Bay
Industry
Banking

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