Lead Teller & Branch Operations Coach

QNB Bank; Pennsylvania; Hybrid; USD 40,000 - 56,000; Full time

Job summary

QNB Bank in Kentucky seeks a Head Teller I to lead the teller team, deliver exceptional customer service, and supervise daily branch operations. You will train tellers on products, perform audits, and ensure compliance with policies and security procedures.

The role requires strong leadership, excellent communication, and 3+ years in banking to support branch goals and cash management. Weekend/holiday availability may be required.

Qualifications

• High school diploma or equivalent with strong communication skills.
• 3 years of progressively more responsible experience in a financial org.
• Familiarity with bank products, lending policies, and compliance.
• Notary and Medallion Signature Certification required.
• Annual Continuing Education/Training completed.

Responsibilities

• Lead teller staff to deliver outstanding customer service and cross-sell.
• Open, close, and service all deposit products and vault/ATM tasks.
• Supervise teller area and coach staff on policies and procedures.
• Manage daily branch cash needs and balance cash drawers.
• Ensure compliance with operating, regulatory, and security rules.
• Train tellers on products, services, and processes; lead workshops.
• Represent QNB to customers with professionalism and courtesy.
• Cover branch hours including holidays and weekends when needed.

Skills

Leadership

Customer service

Staff training

Communication

Problem solving

Education

High school diploma

PA Notary

Medallion Signature Certification

PBA courses

Job description

Head Teller I

The Head Teller will be responsible for providing leadership, guidance, and direction to the bank's teller staff in order to ensure they provide outstanding customer service to bank customers. The Head Teller will manage the daily operations of the bank's teller staff, as well as provide assistance and support to customers. The Head Teller is also responsible for training and developing teller staff to ensure they are knowledgeable about bank products and services.

GENERAL DUTIES AND RESPONSIBILITIES:

• Implements and models Q2 Service and Sales programs with creativity and energy such that goals are achieved and quality standards are met or exceeded. May be required to be a Q2 Coach, which will require completing Q2 observations weekly and is able to redirect and praise individuals on their Q2 skills.
• Builds customer relationships by being accountable for representing QNB to the customer in a courteous, confidential, and professional manner, and for providing prompt efficient and accurate service in processing transactions through consultative selling and cross-selling in a positive manner.

• Must have strong Product Knowledge skills to evaluate customer needs through the use of open-ended questions and refer customers to the appropriate resource.
• Opens, closes, and services every type of deposit product, able to take and disburse loans.
• Provide exceptional Customer service, leadership, conflict resolution, process improvement and clear communication.

• Responsible for the Supervision of the teller area by assigning work, answering questions, solving problems and explaining policies and procedures. Including oversight, development, and coaching of staff to ensure the on-going level of productivity and customer service, as well as fair and equitable distribution of work assignments, by cross training individuals to ensures daily office settlement.
• Manage the branch daily cash needs for better coordination of shipments to maintain overall branch cash limits.
• Perform branch functions requiring an in-depth knowledge of branch transactions, policies and procedures. Including but not limited to ATM settlements, Vault settlements, accurately balancing cash drawers and/or a Teller Cash Recycler (TCR), etc. Oversee adequate availability of daily cash to be ordered as well as shipped out weekly.
• Responsible for vault oversight and the daily auditing, reporting and balancing processes. Oversees each teller's daily reconciliation and assists if needed. Ensures that tellers comply with all operating, regulatory and security policies and procedures.
• Conducts audits of cash drawers, TCRs, Vaults, ATM and all branch logs per policy and/or procedure.
• Ensures that prescribed schedules and operating policies and procedures are followed.
• Train and develop new and existing tellers in order to ensure they are knowledgeable about bank products, services, processes and procedures.
• Ability to present, when necessary, at workshops, training sessions and/or Head Teller meetings
• Makes recommendations regarding performance evaluations for direct reports if applicable.
• Responsible for running the branch in the absence of the Branch Manager and Assistant Manager in an effective and professional manner. Required to open and close the branch as needed and be available for all operating branch hours which can include holidays and weekends.
• Completes assigned compliance training in a timely manner and demonstrates the ability to apply training to their duties and responsibilities including their supervision of other employees.
• Supportive of community through involvement and participation in local volunteer and/or charitable organizations.
• Assumes additional job-related duties as requested.

REQUIRED TRAINING, EXPERIENCE AND EDUCATION:

1. High school graduate or equivalent.
2. Requires basic reading, writing, arithmetic skills and strong communication skills.
3. Regularly required to stand for prolonged periods of time- all day if necessary.
4. 3 years of progressively more responsible experience within a financial organization to gain the necessary experience and background knowledge to manage a teller line and deal effectively with employees and customers.
5. Familiarity with the bank's products & services, lending policies and guidelines, in order to provide backup for platform.
6. Must have an in-depth knowledge of branch transactions and fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
7. Must have strong product knowledge and actively champion and coach (if applicable) for Q2 Service and Sales, referrals and product campaigns. Be successful in motivating team members in all aspects of QNB.
8. PA Notary and Medallion Signature Certification.
9. This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
10. Successful completion of PBA courses as recommend by Branch Manager (final grade of "C" or higher).
11. Must fulfill the Continuing Education/Training checklist annually.