Banking Center Operations Coordinator

First-Horizon-Bank; Johnson City (TN); On-site; USD 40,000 - 56,000; Full time

Job summary

First Horizon Bank seeks an experienced banking center supervisor to lead tellers and support staff in delivering exceptional customer service. You will monitor daily processing, ensure accurate cash handling, and uphold bank policies across operations and audits.

Responsibilities include coaching staff, scheduling, cross-selling bank products, and maintaining a secure, compliant environment to meet performance goals and deliver a superior client experience daily.

Qualifications

• High school diploma or GED required; bachelor's degree preferred.
• 2-5 years of experience in a banking or customer service role is recommended.

Responsibilities

• Supervise tellers and support staff to deliver maximum customer service.
• Oversee cash operations, vault, ATM, and cash handling procedures.
• Ensure compliance with bank policies, risk controls, and audits.
• Improve client experience and assist in product knowledge and cross-sell.
• Manage staff scheduling and performance coaching to meet center goals.

Skills

Team leadership

Customer service

Coaching

Education

High school diploma or GED

Bachelor's degree preferred

Tools

Microsoft Office

Job description

Location: Onsite at the location listed in the job posting.

SUMMARY

Provides supervision and support to the tellers to ensure that the staff provides maximum customer service in a professional manner. Monitor and train the transactional processing staff in supporting all bank marketing efforts and cross-sell products. Responsible for ensuring compliance of all policies and procedures affecting the day-to-day operations. Perform related duties as required to assist in achieving banking center goals. Provide quality, accurate and timely customer service involving daily processing of financial transactions in a retail environment, which include the duties and responsibilities described herein.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Operational efficiency

• Oversee center cash operations including cashboxes, vault, ATM, and TCRs to ensure center cash is managed, balanced, and secured within the established limits following bank policy.
• Process client transactions accurately and efficiently and using sound judgment when providing approvals and overrides to safeguard against fraud and errors.
• Stay informed on operational updates and communicate critical policy, procedure, and compliance changes or alerts to the team.
• Manage access controls by ensuring proper dual control where applicable, and uphold secure handling of keys, combinations, and sensitive assets in accordance with bank procedures.
• Mitigate the bank’s risk as outlined in the Compliance and risk management section below including assisting with cash audits and ensuring accurate record retention.

Compliance and risk management

• Expected compliance with bank regulations, policies, procedures, risk management, internal controls, and the First Horizon code of ethics.
• Lead the Operational Performance of the banking center through maintaining control over key risk areas of the center, including tellers’ difference, operational losses, and audit control procedures, resolution of out-of-balance conditions, compliance, and quarterly and annual audit functions.
• Ensure all audit and security policies and procedures are followed during open hours and at banking center opening and closing.
• Control the inventory of cash, Official Checks and Personal Money Orders through dual control.

Client experience

• Lead the Client Experience efforts of the banking center, including delivering excellent client experiences consistently and promptly resolve client issues effectively.
• Ensure an excellent overall client experience by assisting clients with select service needs.
• Responsible for ensuring proper control and maximum efficiency in transactional processing. Provide transactional processing support in order to keep client wait times to a minimum.
• Enhance individual knowledge to better serve clients by attending relevant sales, service, and product knowledge meetings, training classes, and web-based learning.

Sales and service

• Cross-sell and make referrals to bank partners to generate new business and deepen existing client relationships.
• Explain product benefits, changes, restrictions, requirements, and any other relevant product information to clients, prospects, and associates.

Team management

• Maintain workflow and handle scheduling the associates supporting financial transactions.
• Observe, coach, and lead the transactional processing team to ensure all strategic initiatives are executed effectively.
• Assist in evaluating employee performance and counseling when needed.
• Assist in determining and satisfying training needs and establish performance plans.
• Conduct meetings to develop a communication line to explain and institute new policies and to ensure continuous development of staff.
• Assist in conducting meetings to promote sales, product knowledge and client service

Perform all other job related duties as assigned

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Additionally, the qualifications listed below are representative of the knowledge, skills, and/or abilities required in this position:

High school diploma or GED required Bachelors degree preferred and 2-5 years of experience or equivalent combination of education and experience

COMPUTER AND OFFICE EQUIPMENT SKILLS

Microsoft Office suite

CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc)

None required