Head Teller

Job Title: Head Teller

Position Summary:

The Head Teller is responsible for supervising and coordinating the daily operations of the teller line to ensure prompt, efficient, and excellent customer service. This role oversees teller staff, ensures compliance with banking policies and procedures, maintains operational integrity, and provides training support to tellers. The Head Teller also performs standard teller duties, resolves customer concerns, and acts as a role model for service accountability.

Essential Duties and Responsibilities:

• Supervise, schedule, and support teller staff to ensure optimal coverage and performance.
• Perform daily teller transactions.
• Monitor cash levels and ensure adherence to branch cash limits and security protocols.
• Provide training, coaching, and feedback to tellers.
• Assist with the resolution of customer concerns or complex transactions.
• Conduct daily audits and reconcile discrepancies; escalate unresolved issues to branch leadership.
• Ensure all tellers adhere to bank policies, procedures, and compliance standards.
• Assist with vault management, ATM balancing, and branch opening/closing procedures.
• Performs other related duties as assigned.

Knowledge/Skills/Abilities:

• Strong knowledge of retail banking operations, teller functions, and regulatory compliance.
• Excellent leadership and interpersonal skills.
• Strong problem solving and conflict resolution abilities.
• High attention to detail and accuracy.
• Ability to work independently and as a part of a team.
• Proficient with bank software, teller systems, and Microsoft Office.
• Ability to maintain confidentiality and exercise discretion.

Competencies:

• Accountability: Accepts individual responsibility for personal work performed; Has basic awareness of performance expectations associated with serving customers and utilizing resources; Performs duties and position with limited guidance.
• Collaboration: Works with project team members to summarize progress in preparation for briefings; Volunteers to assist others with excess work; Contributes to group discussions.
• Customer Service: Exchanges information appropriately with customers and co-workers; Resolves simple problems, questions, or complaints; directs complex or non-routine problems, questions, or complaints to the appropriate person; Asks for guidance in difficult situations.
• Decision-Making: Exercises good judgment in situations where there are clear and straightforward answers; Understands when it is appropriate to make decisions independently vs. when it is appropriate to seek advice from higher level; Occasionally seeks guidance from others when faced with adversity.
• Organizational Awareness: Demonstrates general knowledge of the mission and functions of the organization; Demonstrates basic knowledge of and adheres to the organization's policies, procedures, rules, regulations impacting the organization, and guidelines; Stays current with organizational programs and polices; Understands the company's organizational structure and key departments/functions.
• Self-Management: Adheres to goals and deadlines set by supervisor; Allocates time to meet goals and complete assigned work by given deadlines; Takes on new or additional responsibilities when asked.

Education:

• High School Diploma or GED required.
• Associate's Degree or coursework in banking, business, or finance preferred.

Experience:

• Minimum of two years' teller experience in a banking environment required.
• Prior supervisory or leadership experience preferred.
• Customer service and cash handling experience required.