Teller III

Summary:A Universal Banker III ("UB III") is a critical role on the front-line assisting customers with a variety of bank products and services. The UB III position requires knowledge of both universal banker (teller) and consumer and business new account transactions as well as operational functions of the branch. A UB III promotes business for the bank by providing exceptional customer service, referring and cross-selling appropriate bank products and services including Individual Retirement Accounts (IRA), Health Savings Accounts (HSA), and Coverdell Education Savings Accounts (CESA), referring and cross-selling appropriate bank products and services, and providing exceptional customer service. A UBIII must assist customers with their needs while being friendly, courteous, efficient, and cooperative.

Primary Responsibilities:

•Provides excellent customer service by handling inbound and limited outbound calls for various bank branches redirecting/forwarding calls to the appropriate bank branch employee as needed. Explains bank services, answers questions, and resolves account problems within their Retail Banking responsibilities ensuring customer satisfaction. Refers questions and problems beyond their Retail Banking responsibilities to the Managing Director of Retail Banking or the correct department.

•Creates and manages work schedules of teammates, including but not limited to approving or denying requests for Paid Time Off in Paylocity.

•Works independently with little Management oversight and is a valued resource to teammates.

•Opens and maintains new consumer and business accounts independently while maintaining a positive customer experience with minimal delays in processing.

•Assists with all monthly/quarterly retail audits.

•Responsible for monthly currency audit.

•Performs universal banker (teller) duties and organizes balances and proofs cash daily to maintain accurate account transactions processed.

•Provides professional and excellent customer service.

•Identifies payees and verifies signatures and endorsements.

•Acts as a liaison between Retail and Deposit Operations by gaining knowledge in both areas.

•Maintains bank accounts by ordering checks and debit cards.

•Utilizes SharePoint as a resource of policies and procedures.

•Expert in assisting customers and teammates with Digital Banking services.

•Assists customers with Digital Banking related questions.

•Uploads required retail documents into appropriate systems.

•Enters data into appropriate Retail Logs.

•Assists customers and teammates with Check Stop Payment Requests.

•Assists customers and teammates with Wire transaction processing.

•Identifies whether an item needs to have a hold placed and follows procedures to place the hold.

•Refers and cross-sells bank products and services.

•Attracts and retains customer relationships by providing accurate and timely customer service.

•Performs Debit Card functions in Payments One.

•Verifies and processes changes to existing accounts, answers customer questions, and resolves related account problems to ensure customer satisfaction.

•Answers customer telephone inquiries promptly and professionally and provides accurate information in accordance with bank policies and procedures.

•Promotes bank products and services by identifying customer needs and suggesting appropriate products and services to solidify and enhance customer account relationships.

•Assists customers with Individual Retirement Accounts (IRA), Health Savings Accounts (HSA), and Coverdell Education Savings Accounts (CESA).

•Supports and guides IRA, HSA, CESA customers through the product selection and plan type consistent with applicable IRS rules and regulations.

•Understands new IRA, HSA, CESA accounts, contribution, distribution, and product selection and plan type and articulates the information to customers.

•Provides educated answers regarding IRA, HSA, CESA functions and IRS prohibited transactions.

•Understands client inquiries regarding IRA, HSA, CESA products, services, and fees.

•Recognizes red flags, scams, fraud, phishing, etc.

•Acts as a backup when short-staffed and required as follows:

•Stays current on applicable banking regulations and security procedures and practices to prevent fraud or other bank losses and to comply with regulatory requirements.

•Performs responsibilities during Bank hours by being physically present at the Bank an average of 40 hours each week based on banking needs.

•Performs other responsibilities as assigned by management.

Requirements

Required:

• High School Diploma or GED.
• 1-2 years of bank experience (including cash handling and customer service).
• Excellent oral, written, and interpersonal communication skills.
• Meticulous attention to detail required. Service-oriented, polite, and respectful.
• Ability to prioritize tasks, multi-task, and meet deadlines.
• Demonstrated ability to exercise sound judgment, integrity, and honesty.
• Problem solver with the ability to objectively review a challenge and suggest multiple alternatives. Flexible, team-oriented, and willingness to continuously learn.
• Ability to navigate multiple computer systems and programs.

Preferred:

• Associate degree.
• 3 years of bank experience.

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