Job Title Teller Status Non-Exempt Reports To Branch Management Team Summary Assist the Company in accomplishing our vision: to satisfy all of our customers' financial needs, to help them succeed financially, to be the number one financial service provider in each of our markets, and to always put our customers First - every encounter, every time, no exceptions, no excuses. Our Expectation of our Tellers: Along with the rest of the Branch Management team, tellers are the face of our company and represent First Financial Bank in the community. Tellers introduce customers to new products and services and generate leads for other members of the sales team to close. Our best tellers constantly go the extra mile to greet customers, make them feel welcome, and engage customers to learn about their financial needs. An excellent teller can process between 15 - 20 transactions an hour with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures. Job Entry Requirements (To perform this job successfully, an individual must be able to perform each essential satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.)
- High school diploma or equivalent.
- Previous experience interacting with people or customers.
- Demonstrated use of computers.
- Demonstrated ability to achieve individual and team goals.
- Positive approach to interactions with customers and team members.
- Reliable attendance.
- Good cooperation skills.
- Good communication skills.
- Ability to work a schedule that includes working weekends or extended hours as needed.
- Previous cash-handling experience.
- Previous experience selling products and services.
- Previous experience meeting customer satisfaction goals.
- Previous experience working in a fast-paced environment.
- Ability to maintain confidentiality, use tact and diplomacy and maintain professional dress and demeanor.
Primary Operational Activities (Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Maintaining and balancing a cash drawer.
- Under direct supervision, processes customer transactions including check cashing, withdrawals, deposits, and loan payments within established guidelines.
- Identifies and makes sales referrals, recommends alternative channels.
- Fraud prevention.
- Demonstrate compliance with all bank regulations for assigned position.
- Complete all assigned compliance training.
- Duties may include safe deposit, ATM balancing, night drop, and teller trainer/mentor.
- Additional duties as assigned.
Primary Sales/Service Activities (Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Delight our customers by effectively demonstrating all behaviors as defined by Customer Service Standards.
- Services account transaction requests.
Recognizes and Follows Through on Referral Opportunities.
- Uses brief, simple questions to qualify needs and uses open-ended questions to generate a two-way conversation.
- Asks qualifying questions.
- Allows time for customers to respond.
- Provides feedback to ensure understanding of customer responses.
- Identifies potential needs through observation, questioning, and listening.
- Suggests solutions by explaining benefits.
- Gives the customer any appropriate product literature.
- Documents referral to appropriate bank representative using required process.
- Meets a mutually established quality referral goal.
Competency/Skill Level (The behaviors, knowledge, and motivations important to success in the job.)
- Written and Oral Communication skills.
- Sales skills.
- Initiative.
- Customer Service Orientation.
- Problem Assessment and Solving skills.
Key Behaviors
- Provides Proper Telephone Etiquette to Internal/External Customers.
- Services Internal/External Customer Requests/Inquiries.
- Reviews Required Documentation for Accuracy and Completeness.
- Recognizes and Follows Through on referral Opportunities.
- Personal Development as Established with Manager.
Bank Secrecy Act
- Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations.
- To be able to fulfill applicable requirements and responsibilities under the bank's related policies and programs.
Critical Job Elements (Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
- Generally, a good working environment with little exposure to noise, extreme temperatures, or other adverse factors.
- Above average physical effort of hand and eye coordination, and dexterity of hand and fingers to work efficiently and accurately.
- Above average mental effort consisting of complexity of decision making, time pressure, concentration, and memory.
- Above average verbal and written communication skills to process customer's transactions accurately.