Head Teller

Job DetailsJob Location: Gray - Gray, LA 70359Position Type: 40 Hours Per WeekEducation Level: High School Degree / EquivalentTravel Percentage: NegligibleJob Shift: Monday-Friday 7:30A-6:15P Saturday9A-12PJob Category: FinancePosition Summary The Head Teller is responsible for providing exceptional customer service while overseeing the daily teller operations of the branch. This position performs all standard teller functions, serves as the vault custodian, ensures compliance with bank policies and procedures, and provides leadership, coaching, and development for the teller team. Reporting Relationships Supervisory Responsibilities: Directly supervises multiple Tellers and is responsible for: Conducting performance evaluations Coaching and developing team members Promoting compliance, customer service, teamwork, accountability, and sales referrals Monitoring teller performance and operational effectiveness Essential Duties and Responsibilities Teller Operations Perform all daily teller transactions accurately and efficiently. Process customer deposits, withdrawals, payments, transfers, and other banking transactions. Assist customers with inquiries and account-related requests. Maintain balancing accuracy and comply with all cash handling procedures. Vault Management Maintain appropriate cash inventory levels for the teller department. Monitor total cash on hand and notify management of shortages or over-limit conditions. Balance the vault and record all vault transactions daily. Ensure all vault transactions are conducted under dual control by authorized employees. Verify cash received and shipped for Federal Reserve deposits. Maintain and verify bait money records for the vault and teller drawers. Ensure all cash, coin, and negotiable instruments are secured prior to branch closing. Customer Service Excellence Deliver exceptional customer service through professional and courteous interactions. Greet customers promptly and respond effectively to customer inquiries. Serve as a role model for professionalism, accuracy, and ethical conduct. Monitor customer interactions to ensure service standards are met. Handle complex transactions and resolve escalated customer concerns. Consistently generate and encourage quality sales referrals. Assist with answering incoming telephone calls. Teller Department Leadership Assume accountability for the overall teller function within the branch. Provide guidance, problem-solving assistance, motivation, and coaching to staff. Supervise daily teller activities and assign responsibilities as needed. Prepare weekly schedules to ensure adequate staffing coverage and customer service. Ensure teller services are available during all advertised banking hours. Verify employees properly open and close teller stations and follow cash handling procedures. Train new employees on systems, equipment, policies, procedures, customer service expectations, and cross-selling techniques. Maintain open communication with employees and other departments. Lead and facilitate departmental meetings. Conduct performance evaluations and employee development discussions. Ensure compliance with all bank policies, procedures, and security requirements. Provide required approvals and transaction overrides. Compliance, Audits, and Controls Perform monthly cash audits. Complete required audits of money orders, official checks, gift cards, and other negotiable instruments. Review Regulation CC holds submitted by staff. Ensure Currency Transaction Reports (CTRs) are completed accurately and timely. Review ATM, Night Deposit, Surveillance, and branch logs weekly for accuracy. Verify utility payments and related transactions are processed timely. Ensure completion of operational duties, including: Money order remittances Courier bag processing Recap sheet completion Timer settings and security arming procedures Assist tellers with locating and resolving cash discrepancies. Conduct teller audits when balancing issues occur. Report outages and assist with collection and recovery efforts as necessary. Additional Responsibilities Participate in ATM on-call response procedures. Participate in branch alarm response duties. Complete other duties as assigned by management. Respond positively and professionally to supervisory direction. QualificationsRequired Knowledge, Skills, and Abilities Technical Skills Proficiency in Microsoft Word Basic knowledge of Microsoft Excel Advanced knowledge of bank products and services Leadership and Management Skills Knowledge of business and management principles, including leadership, employee development, and resource coordination Ability to train, coach, and mentor staff effectively Strong decision-making and problem-solving abilities Ability to manage multiple priorities in a fast-paced environment Communication Skills Strong verbal and written communication skills Ability to listen actively and communicate information clearly Ability to establish and maintain positive working relationships with customers, coworkers, and management Customer Service Skills Service-oriented mindset with a commitment to customer satisfaction Strong interpersonal and social perception skills Ability to manage difficult situations professionally and effectively Persuasion and negotiation skills Organizational Skills Strong attention to detail Ability to analyze information and draw appropriate conclusions Excellent time management and prioritization skills Ability to multitask while maintaining accuracy Professionalism Maintain emotional composure in stressful situations Demonstrate accountability and sound judgment Present a professional business appearance at all times Required Education and Experience High School Diploma or GED equivalent Minimum of three (3) years of Head Teller experience or five (5) years of Assistant Head Teller experience Previous supervisory experience required Preferred Education and Experience Associate degree or higher in Business or a related field Experience with CSI/NuPoint banking systems Physical Requirements and Work Environment Ability to work a flexible schedule, including: Monday through Friday shifts beginning as early as 7:30 a.m. and ending as late as 6:00 p.m. Occasional Saturday shifts from 8:45 a.m. to 12:15 p.m. Ability to stand for extended periods while working behind a teller counter. Frequent use of computers, telephones, and banking equipment. Regular interaction with customers and the public. Frequent use of hands and fingers to count and process cash. Ability to reach overhead when handling drive-through canisters. Ability to operate drive-through pneumatic tube systems. Ability to squat, lift, and carry currency and coin weighing up to 50 pounds.