SUMMARY: Supervises, trains, and instructs teller line to ensure efficient daily branch operations. Ensures teller line customer service standards are maintained according to expectations. Performs daily teller line activities and delegates work on the teller line. Leads by example with initiative and teamwork (i.e. participating in branch activities). Advises customers on Rosedale Federal’s product line including all savings, checking, certificate, IRA and certain loan products. Deepens customer relationships by identifying customer needs and opening new accounts. Responsible for ensuring that the teller line is operating in compliance with security and operational procedures as well as other bank regulations. Flexible to change schedule to accommodate branch needs. ESSENTIAL FUNCTIONS
Provides supervision to Branch Associates in the daily operations of the branch. Provides on the job coaching. Assists Branch Associates with complex transactions and sensitive customer relations problems. Ensures that the teller line operates in a professional and customer service-oriented manner. Supports all management decisions and acts as role model to Branch Associate staff. Plans and delegates daily work tasks. Fosters teamwork and motivates Branch Associates to participate in branch activities. Provides input to branch management on Branch Associate performance. Assists and coaches front line staff on recognizing customer activity patterns to protect customer security and report unusual activity.
Processes transactions, which may include the following: checking and savings deposits and withdrawals, loan transactions, safe deposit box payments, official checks, CD penalties, stop payments, ACH stop payments, currency transaction reports and petty cash. Adheres to cash handling, security and other operational procedures. Performs window, branch, ATM and bulk settlements daily to ensure that credit and debit items balance. Researches Branch Associate and branch proof work to reconcile differences. Responsible for ordering and maintaining a sufficient level of cash. Assists with maintaining proper branch records (i.e. Branch Associate and branch sheets, checks) for accounting and audit purposes. Responsible for understanding and adhering to Rosedale Federal’s policies and procedures and banking regulations to include Bank Secrecy Act, Reg CC, Privacy and Customer Confidentiality. Assists customers with online resources at the branch internet station. Holds supervisor override authority.
Brings to life the Rosedale Federal Customer Experience expectations for internal and external customers
Ensure a PERSONALIZED customer experience:
Demonstrate a warm, personable, and caring approach with customers.
Demonstrate effective listening skills.
Demonstrate a clear understanding of customer needs and asks clarifying questions, as needed.
Ensure a RESPONSIVE customer experience:
Demonstrate empathy and understanding when customers express concerns.
Take initiative to completely own and resolve customer concerns.
Demonstrate an appropriate sense of urgency to resolve customer questions.
Establish clear expectations for follow up and deliver, as promised.
Identify the appropriate time to escalate customer concerns and see them through to resolution.
Ensure a CONVENIENT customer experience:
Provide solutions that make working with RFSL simple and hassle free for customers.
Educate customers on how to access RFSL at their fingertips 24-7 through the various channels.
Sets the example in customer service delivery for other branch team members to emulate.
Leads by example by discussing customers’ banking needs and the products and services the bank offers. Takes classes as offered to further their knowledge of products and banking regulations. Informs customers of account ownership types and FDIC insurance.
This list of essential functions is not necessarily exhaustive and may be supplemented, or otherwise revised by the employer, at its sole discretion. SECONDARY JOB FUNCTIONS
Other duties may be assigned.
SKILLS REQUIRED TO PERFORM THE DUTIES OF THE JOB
Basic understanding of practices relating to supervising employees.
Excellent customer service and verbal and written communication skills.
Ability to service customer needs by discussing products and services.
Ability to work effectively in a team environment.
Ability to count large sums of money and coin and operate computer systems.
Effective problem solving and decision-making ability.
Demonstrated accuracy handling teller transactions and settlement.
Working knowledge of personal computers, office software and other office equipment.
10 key calculator experience.
Knowledge of account ownership and FDIC insurance.
EDUCATIONAL AND EXPERIENCE REQUIREMENTS
High School diploma, or equivalent.
Minimum two (2) years of teller experience. Supervisory experience preferred.
WORKING CONDITIONS / PHYSICAL REQUIREMENTS
Must be able to remain in a standing position for long periods of time (50%-75% of the time).
The person in this position needs to occasionally move about inside the office to access file cabinets, office machinery, etc.
Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, and computer printer.
May be required to assist at other branch locations based on business need.
Ability to work a schedule that may include evenings and weekends and flexibility during the week.
Must be able to lift up to 60 pounds.
Rosedale Federal Savings & Loan Association is an Equal Opportunity Employer, including disabled and vets.