This position is responsible for the effective supervision and guidance of the teller operations. This individual effectively schedules the Tellers to ensure efficient operations during business hours. This individual provides leadership to Tellers in their daily duties giving special support and guidance in achieving production and referral goals, complex customer transactions, balancing daily settlement and meeting customer needs. Emphasis is placed on insuring delivery of high quality customer service while maintaining effective control over the Teller operations. Assist branch/customer service manager in managing, directing, and controlling the activities of the branch.

POSITION DUTIES & RESPONSIBILITIES:

Branch Operations Management

• Assist and support the Branch/Customer Service Manager in maintaining sound operational efficiency in all areas at all times. Opens and closes the branch; maintain and stays abreast of security policies and procedures. Supervises vault operations and procedures. Train of branch. Maintain knowledge of branch procedures with respect to approving checks and overrides. Process tellers work, when necessary.

• Prepare Teller performance evaluation and areas for development including differences, attendance, customer services, etc. Discuss results with Branch/ Customer Service Manager.

• In the absence of the Customer Service Manager, perform Monthly Certifications and provide guidance and training on operational related problems, handling of exceptions and adjustments. Verifies teller’s daily balancing sheets and forwards to corresponding units or departments. Balance ATM daily (where applicable).
  
  
• Make appropriate operational decisions within authority on transactions, such as check cashing/ deposits, withdrawals, immediate credit, waiving of service charges and payment of rejected items. Supervise preparation and distribution of reports and implement appropriate actions. Assist in other areas of the branch during peak business hours, when needed.
  
  
• Comply with all bank rules, policies, and procedures and all banking laws and regulations including but not limited to: Bank Secrecy Act, Anti-Money Laundering Act, Community Reinvestment Act, OFAC Regulations and Fair Lending and all applicable bank and government regulations.

Sales Management

• Support the overall sales efforts of the Branch Manager in motivating and encouraging branch personnel toward the achievement of assigned sales, referrals and retention goals. Assist the Branch/Customer Service Manager in managing service team to achieve referrals and cross-sell goals.
  
  
• Supervise and motivate staff members to excellence, providing training and guidance necessary to achieve/exceed given objectives.
  
  
• Maintain knowledge of customer accounts and account activity; meet with customers to resolve problems; observe tellers as they identify clients’ needs by effectively delivering superior service to clients and initiate the appropriate referral to the sale staff. Provide effective feedback and motivation.

Service Excellence

• With the Branch/Customer Service Manager, help set the standard of superior service to clients and ensure delivery of in all aspect at all times and respond timely and appropriately to customer inquiries and complaints; counsels customers with special problems or in disagreement with bank or its branch policies and procedures. 
  
  
• Observe, communicate and provide feedback to staff for continuous process of improvement of service excellence behaviors.  Provide consistent feedback on Teller production and referral goals. 

KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Three years of business related college courses taken from a credited school combined with a minimum three to five years of previous banking experience. Good sales and leadership aptitudes. Working knowledge of overall banking operations, risk management, service, and sales environment. Ability to work on multiple tasks accurately. Exhibit adaptability in a team oriented environment. Detailed knowledge of bank policies and procedures, rules and regulations. Good verbal and written communication skills, as well as problem-solving skills. Complete knowledge of all bank products/services, all teller procedures/policies and basic office equipment (inclusive of computer operations relevant to performing tasks). Ability to positively interact with customers and staff in difficult and demanding situations.

Individuals are expected to comply with all applicable banking laws and regulations, Bank policies and procedures and Code of Conduct.

Far East National Bank is an Equal Opportunity Employer. M/F/D/V.