Head Teller

PointBank; Denton (TX); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic individual for a key role in their branch operations. This position involves promoting and selling bank products while ensuring exceptional customer service. The successful candidate will manage teller staff and oversee daily operations, contributing to the overall growth of the bank. You will have the opportunity to lead a team, implement best practices, and drive sales initiatives. If you are passionate about customer service and have a knack for sales, this role offers a chance to make a significant impact in a supportive and professional environment.

Benefits

Health Insurance

Retirement Plan

Paid Time Off

Employee Discounts

Qualifications

• Experience in customer service and sales, preferably in banking.
• Knowledge of compliance regulations and cash handling procedures.

Responsibilities

• Provide prompt and friendly service in processing transactions.
• Manage and develop teller staff, including hiring and training.
• Ensure compliance with banking regulations and security protocols.

Skills

Customer Service

Sales Skills

Cash Handling

Compliance Knowledge

Team Management

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

CRM Software

Teller Programs

Coin Machine

Cash Dispensing Machine

Job description

Promote, market, and facilitate the overall sale of products of the bank. Contribute to the bank's growth by the effective sale of bank services to new and existing customers with emphasis on courteous and professional service.

REPORTING RELATIONSHIP AND SCOPE

This position reports directly to the Branch Manager.

This position reports indirectly to the Teller Operations Manager and the EVP of Customer Experience.

Direct Reports include all Branch Teller personnel.

FLSA STATUS

This position is classified as Non-Exempt under the FLSA.

The purpose of this position is to :

• Provide prompt, efficient, and friendly service in processing customers' transactions. Identify and take advantage of opportunities to promote and refer bank products and services to satisfy customers' financial needs and goals. Provide support for Active / Live Teller. Follow the established bank policies and procedures for this position, as directed by the manager.
• Manage and develop teller staff, including hiring, training, coaching, scheduling, supervision, counseling, evaluations, promotions/demotions, pay reviews, and terminations.

ESSENTIAL JOB FUNCTIONS :

• Process commercial and consumer transactions (such as account deposits/withdrawals, check cashing, loan payments, etc.) following established policies, procedures, and customer service standards, using computerized platforms and teller programs.
• Follow established policies and procedures (such as verifying all transaction elements for authenticity or fraud, placing holds, etc.) to ensure work is completed correctly and in compliance with regulations.
• Responsible for bagging full coin bags, balancing coin machines, GLs, and TCR machines.
• Responsible for sales, cross-sales, and referrals of bank products and services, or any other sales or marketing campaigns or initiatives, to meet individual and branch goals, as well as overall bank objectives, with documentation of all activity in CRM.
• If assigned to a branch with Active Teller capabilities, provide support and assistance as needed for Active Teller calls.
• Input issues/complaints as Cases into CRM.
• Maintain compliance with banking regulations and reporting requirements (such as BSA, Reg CC, Privacy, CTRs, etc.).
• Keep cash secure and maintain a high level of safety and security for the bank. Maintain proper levels of cash in the cash drawer. Balance cash drawer daily. Order/sell cash as necessary.
• Respond to customer questions or problems promptly, courteously, and friendly, taking advantage of sales or referral opportunities.
• Know procedures for opening/closing the branch.
• Know procedures for robbery/emergency response.
• Know procedures for researching and locating outages to limit violations of the Teller Outage Policy.
• Ensure compliance with all company policies and procedures.
• Attend all meetings and complete all required training to ensure regulatory compliance.
• Comply with all applicable Federal and State regulations and guidance related to your job functions.
• Participate in all required BSA/AML/OFAC training and identify suspicious activities.
• Suggest improvements for branch/department operations and the overall bank.
• Assist in maintaining the professional appearance of the branch, reporting maintenance, landscaping, or housekeeping needs.
• Perform other duties as assigned, including cross-training and working in other branches if needed.
• Manage teller staff, including supervision of daily operations, hiring, training, scheduling, coaching, counseling, performance evaluations, and promotions.
• Motivate employees to achieve sales, cross-sales, and referral goals.
• Monitor teller transaction counts and ratios, optimize staffing for efficiency.
• Maintain branch cash levels, balance cash, and manage vault transactions.
• Conduct quarterly cash counts and audits.
• Review and complete all CTRs daily, ensuring timely submission.
• Handle large deposits within approved limits.
• Follow all approval procedures and limits.
• Order supplies as needed.
• Load and balance onsite ATM/ITMs.
• Balance coin machines, GLs, and other teller equipment.
• Work closely with Compliance/BSA officers to complete CTR forms accurately.
• Cross-train lead tellers or other tellers to perform all duties.

EQUIPMENT USE, PHYSICAL & MENTAL DEMANDS, AND WORKING CONDITIONS

Frequency : (R) Rarely 0-15%; (O) Occasionally 16-45%; (F) Frequently 46-100%

EQUIPMENT USE

Telephones-F

Computer-F

Coin Machine-F

Cash Dispensing Machine-F

Bill Counter-F

Teller Drawer / Tower-F

ATMs / ITMs-O

PHYSICAL & MENTAL DEMANDS

Light to Medium work, exerting up to 50 pounds of force occasionally, and/or up to 10 pounds of force frequently to lift, carry, push, pull, or move objects, including the human body.

Stooping / Crouching-O

Standing / Walking-F

Pushing / Pulling / Lifting-O

Repetitive Motions-F

Talking / Hearing-F

Reading / Writing-F

Close Visual Acuity required for tasks such as data analysis, transcribing, or viewing a computer terminal.

Interpreting Data-F

Problem Solving-F

Making Decisions-F

WORKING CONDITIONS

Inside environmental conditions; protected from weather but not necessarily from temperature changes-F

Outside conditions when working with ATMs/ITMs or traveling for bank meetings/training-O

Local travel as required for ATM/ITM work or training sessions-O