Lead Teller

POSITION: Lead Teller 
Reports to: Bank Manager 
Salary Grade: 5 
Oversee: Tellers 
Department: Retail Operations 

Position Summary: 
The Lead Teller is responsible for overseeing the teller’s activities, maintain records of the vault and teller station cash balances, and manages currency inventory.  This position would ensure the processing of transactions to bank customers in an accurate, friendly, and timely manner by the entire teller area. Responsible for the delivery of excellent customer experience in the teller area.   
Principal Accountabilities 

Lead Teller Role:

• Partner with the Bank Manager to establish sales, performance and service goals for direct reports.
• Train new tellers on teller functions and operations of bank.
• Assist tellers in locating cash discrepancies and answering questions.
• Maintain records of the vault and teller stations.
• Manage currency inventory.
• Encourage a cohesive working environment with co-workers.
• Balance cash drawers accurately at the end of each shift.
• Complete various reports assigned by the Bank Manager. 

• Process customer transactions, including deposits, withdrawals, transfers, loan payments, and check cashing.
• Verify customer identification and ensure compliance with bank policies and regulations.
• Place a “hold” on accounts for uncollected funds.
• Sell Cashier’s Checks, Money Orders, and other specialized items.
• Meet or exceed teller difference standards.
• Maintain authorized cash supply.
• Maintain confidentiality of customer information.
• Adhere to all security, compliance, and fraud-prevention procedures.

• Greet customers as they enter the bank.
• Provide courteous and efficient customer service, using customer name.
• Ensure customer problems, requests, and other issues are resolved in an effective and efficient manner.
• Promote and refer bank products such as savings accounts, credit cards and loans.
• Resolve basic customer issues and escalate complex matters when necessary.
• Respond to customer inquiries regarding accounts, fees, and bank services.
• Handle telephone calls in a professional and courteous manner.
• Assist in customer check orders and ATM/debit card maintenance and ordering.

• Maintain a strong product knowledge.
• Participate and support all marketing and sales events, including external sales efforts and community involvement.
• Excel in achieving individual sales targets for cross-selling and referring of products or services. 

• Assist personal bankers in customer check orders and ATM/debit card maintenance and ordering.
• Assist and support Bank Manager.
• Perform other duties as assigned.
• Probe for additional duties.
• Responsible for all applicable laws and regulations to include the Bank Secrecy Act.

• Strong math aptitude
• Ability to handle the public with professionalism
• Strong customer service skills
• Ability to make quick decisions
• 10-key calculator experience is strongly preferred
• Supervisory skills and leadership skills
• Computer literate

• A high school diploma or equivalent
• 3+ years previous banking experience
• Strong typing, oral communication, problem-solving and organizational skills
• Previous banking experience

• While performing the duties of this job, the employee is required to stand; walk; climb stairs, sit use a computer, talk and hear.  Employees may also lift and/or move up to 25 pounds.  Regular attendance is an essential function to perform this job.