Head Teller

Description

Responsible for overseeing the daily operations of the teller line while delivering exceptional customer service and ensuring compliance with established bank policies and procedures. This position serves as a lead resource for teller staff, assists with complex transactions, maintains cash controls, and supports branch management in achieving operational and service objectives.

Teller Operations

• Process customer transactions accurately and efficiently, including deposits, withdrawals, transfers, loan payments, wire transfers, and check cashing.
• Handle complex or escalated transactions requiring additional review or approval.
• Ensure adherence to all operational procedures, security protocols, and regulatory requirements.
• Assist with opening and closing branch procedures as assigned.

Teller Line Leadership

• Supervise and coordinate daily teller line activities to ensure efficient workflow and excellent customer service.
• Provide guidance, training, and coaching to teller staff on operational procedures, service standards, and compliance requirements.
• Monitor teller performance and report issues or concerns to branch management.
• Assist in onboarding and training new tellers.

Cash Management and Reconciliation

• Maintain and balance the branch vault, ATM cash, and teller cash supplies.
• Conduct daily teller drawer audits and cash verifications.
• Research and resolve teller outages, discrepancies, and balancing issues.
• Order and manage cash shipments to meet branch operational needs.

Customer Service

• Deliver outstanding service by addressing customer inquiries and resolving issues promptly and professionally.
• Build and maintain strong customer relationships through positive interactions.
• Assist customers with account-related questions and service requests.
• Support customer retention efforts by identifying and responding to customer needs.

Compliance and Risk Management

• Ensure teller line compliance with all bank policies, procedures, and regulatory requirements.
• Monitor adherence to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and other applicable regulations.
• Identify and report suspicious activity, fraud, and security concerns.
• Maintain confidentiality of customer information and bank records.

Requirements

Qualifications

• Previous banking, teller, or cash-handling experience.
• Previous leadership, supervisory, or lead teller experience preferred.
• Strong knowledge of teller operations, cash management, and banking procedures.
• Proficiency with banking software and standard office applications.

Knowledge, Skills, and Abilities

• Strong leadership and team-building skills.
• Excellent customer service and communication abilities.
• Strong attention to detail and organizational skills.
• Ability to resolve problems and make sound decisions.
• Ability to supervise multiple priorities in a fast-paced environment.
• Knowledge of banking regulations and operational controls.
• Ability to maintain confidentiality and exercise discretion.

This job description is intended to describe the general nature and level of work performed by employees assigned to this position. It is not intended to be a comprehensive list of all duties, responsibilities, or qualifications. Management reserves the right to modify or assign additional duties as business needs require.