Senior Teller

Position Title: Senior Teller
Status: Full Time
Location: Bridgewater, MA

Summary:

The Senior Teller is responsible for overseeing the daily operations of the teller line staff, while ensuring all compliance requirements are met. They are also responsible for training teller line staff to accurately process transactions in accordance with the Bank's policies and procedures, while coaching staff to provide exceptional customer service and recommend suitable products and services to customers.

Key Duties and Responsibilities:

• Perform Teller duties, as needed.
• Greet customers and establish a quality service environment by maintaining a friendly and courteous environment. Set standard for excellent customer service.
• Take ownership and address customer's concern for resolution when the next level of authority is needed. Ensure that the necessary research is completed to bring about a positive resolution for the customer.
• Responsible for adhering to all applicable Bank policies, procedures, law, and regulations.
• Required to participate in and support the branch's growth, by developing and deepening customer relationships.
• Perform opening and closing responsibilities for their assigned Branch location, as needed.
• Act as custodian for the branch's Cash Vaults, Coin Machine, ATM, and Recycler(s).
• Manage and maintain Branch cash limits to the established guidelines, by facilitating cash shipments.
• Assist with ensuring audit integrity, risk management and the security of the branch.
• Prepare and complete daily and monthly branch reports.
• Review teller work for accuracy and ensure the staff's balancing performance meets balancing standards.
• Perform surprise audits of individual teller drawers to ensure policies and procedures are adhered to.
• Review, monitor, and track teller over/short and exception reports and provides feedback to Branch Manager.
• Ensure that branch documents are maintained, indexed, easily retrievable, and proper retention is maintained for all documents.
• Participate on bank committees, as needed.
• Perform Personal Banker duties, as needed.
• Create a positive team environment by modeling appropriate behaviors.
• Coach team to deepen customer's relationships, while delivering excellent customer service.
• Assist in training new hires.
• Perform supervisory functions as needed for reviewing and approving transactions.
• Act as primary point of contact for Teller inquiries regarding policies and procedures. Take ownership of any employee concerns and ensure they are addressed promptly and effectively. If necessary, escalate to the next level of authority to achieve a positive resolution.
• Assist with conducting Teller observations and skills practice sessions; provide feedback to the Manager.
• Assist with announcing company communications and policy changes, as needed.
• Ensure all security policies and procedures are adhered to by staff.
• Ensure that security violations and BSA violations are sent to the Bank's Security Officer.
• Attend ongoing training and meetings as required.
• May be required to assist other branch locations, as needed.
• Must have a valid driver's license, vehicle registration and automobile personal liability insurance.
• May be required to attend and participate in Call Night sessions.
• Must wear a name tag which displays first and last name.
• Must have possession of a mobile phone required to perform multifactor authentication on system applications and as a method of contact.
• Perform additional duties as required.

Knowledge, Skills & Abilities:

• Thorough knowledge of teller operations and the Bank's core system.
• Thorough knowledge of Mechanics Cooperative Bank's products and services, including Bank's business partners.
• Ability to develop and deepen customer relationships by recommending appropriate products and services to customers.
• Strong compliance and Federal Regulation knowledge and understanding.
• Good problem-solving and decision-making abilities.
• Knowledge of basic computer functions and strong math skills.
• Good oral and written communication skills.
• Ability to cultivate a strong working environment by coaching and training tellers on key accountabilities and tasks.
• The ability to make sound decisions. This may include making on-the-spot decisions regarding customer transactions; weighing customer satisfaction issues with the Bank exposure to loss or fraud and the ability to think through and rationalize decisions.
• Thorough understanding consumer lending products.
• Must be able to lift twenty pounds.
• Retail/sales experience or equivalent work experience preferred.