Retail Lead

Ottawachamberillinois; Morris (IL); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

ESOP

401K match

Professional development

Paid holidays

Health plan

Job summary

OSB Community Bank in Morris, IL is seeking a full-time Retail Lead to supervise tellers, manage daily operations, and drive sales and service quality. You will ensure accuracy, regulatory compliance, and outstanding customer service under the Retail/Branch Manager.

Responsibilities include deposits and withdrawals, vault and cash drawer balancing, cross-selling, training staff, and supporting audits and branch activities.

Qualifications

• High school diploma or GED required.
• Proven customer service and cash handling experience.
• Ability to supervise and mentor tellers.

Responsibilities

• Greet customers and route calls to staff.
• Process deposits, loan payments, withdrawals and transfers.
• Balance cash drawers and vaults daily per procedures.
• Promote bank products and services during interactions.
• Supervise teller activities and provide training.
• Maintain compliance with bank policies and regulations.
• Assist with audits, scheduling and branch operations.
• Provide notary services where allowed and required.
• Respond to inquiries and resolve issues or discrepancies.

Skills

Attention to detail

Multi-tasking

Conflict resolution

Training development

Customer service

Communication skills

Organizational skills

Accuracy

Under pressure

Team orientation

Education

High school diploma

GED

Job description

Immediate Supervisor: Retail/Branch Manager
Location: Morris

Employment Status: Full Time – Non-Exempt

Salary Range: $18.00 - $19.50 an hour based on experience.

Contribution to the Mission Statement: The Retail Lead will perform cross-selling, customer account management and exhibit full competency on retail teller operations. Assist in the supervision, administration, guidance, operations, scheduling and training of the retail tellers to ensure high quality customer service and efficiency as delegated by the Retail/Branch Manager. Ensure compliance with Regulations, bank policies and procedures as they pertain to the retail teller department. Foster strong relationships with existing and potential customers to build loyalty, increase sales and add value for our shareholders.

Responsibilities will include, but may not be limited to:

• Greet customers and direct incoming calls to appropriate staff
• Accept retail and/or commercial deposits, loan payments, process checking and savings account withdrawals
• Adhere to check cashing and cash disbursement guidelines
• Always maintain an adequate cash drawer and individual cash limits; this includes buying and selling currency from the vault as necessary. Be prepared to serve customers at the start of business
• Balance cash drawer in accordance with Bank procedures and regulations
• Balance Vaults, Coin Machines and ATM
• Utilize and develop an in depth understanding of Bank software and its resources
• Answer customer inquiries and refer customers to the proper service area for issues that cannot be resolved at the teller line
• Provide additional products including Cashier’s Checks and Wire services
• Share responsibilities to other functions of retail department such as opening and closing accounts, and opening and closing the branch
• Assist customers in accessing safe deposit boxes
• Promote the Bank’s products and services with every customer either in person, phone or electronically
• Represent the Bank in a manner that maintains and expands positive relations with all customers, potential customers and co-workers
• Perform as a team member in allocating and coordinating the workflow
• Supervise and oversee the activities of the teller area ensuring that efficient operations, quality customer service and a sales culture are maintained weighing customer satisfaction with Bank exposure to loss or fraud
• Maintain the highest level of quality, attention to detail and accuracy in work performed, including the monitoring and balancing of cash drawers and vault on a daily basis and in a timely manner.
• Complete daily work and projects in a timely manner and review a variety of reports as it pertains to the department
• Act as a mentor to Retail Tellers; Display a positive attitude towards work, customers and fellow employees
• Respond to and assist with resolving specialized transaction errors, balancing discrepancies, customer complaints/problems, etc.
• Maintain appropriate cash levels in the vault; place and verify money shipments for vault reserve
• Assist Retail Manager with audits and reporting
• Work no more than 40 hours per week, with a minimum of 2 Saturday’s a month, unless discussed and agreed upon with the retail manager; hours may change due to staff availability and branch needs, such as covering for vacations, sick leave, lunches, trainings or meetings of full time staff.
• Provide notary services in accordance with all applicable state and Bank requirements
• Maintain a high level of proficiency in the opening, maintaining and closing of accounts
• Maintain strong knowledge of and ensure compliance with all departmental, Bank and federal/state banking policies, procedures and regulations and complete all necessary documentation accurately and efficiently
• Represent the bank to the customer in a courteous and professional manner and provide prompt, efficient, and accurate service in the processing of transactions.
• Recognize and reacts to cross‑selling opportunities; participates in bank campaigns.
• Provide information on a variety of accounts and answers inquiries pertaining to the bank's and/or customer's accounts
• Meet expectations for attendance & punctuality including mandatory trainings/meetings and scheduled work shifts
• Contribute to the fulfillment of individual, branch and company objectives and goals
• Comply with all department, company and state or federal policies, procedures and regulations and complete all documentation
• Follow Security procedures and policies of the Bank, secure work in process and teller station
• Various other duties assigned as they relate to the Bank’s objectives and related functions and responsibilities of the position

Knowledge, skills and abilities:

• Focus on attention to details and the ability to manage multiple tasks at one time.
• Ability to resolve conflict, keeping a calm demeanor and poise and be a good listener
• Pursue training and development opportunities; strives to continuously build knowledge and skills
• ability to work various hours, if necessary, for projects, trainings, and/or meetings
• Balances team and individual responsibilities and goals; contributes to positive team spirit
• Excellent customer service skills, attentiveness, information retention, tact and diplomacy in dealing with both customers and employees
• Strong communication & organizational skills
• Detail oriented, high degree of accuracy
• Competence with computers, telephone, copy machine and other office machinery
• Ability to maintain a consistent, high level and focused work ethic
• Ability to work in a fast‑paced environment & under pressure as needed
• Attend mandatory meetings during and/or after normal business hours
• Preparedness to make sound decisions; make on‑the‑spot decisions regarding customer transactions; weigh customer satisfaction issues with the Bank’s exposure to loss or fraud and the ability to think through and rationalize decisions
• Looks for ways to improve and promote quality and efficiency; contributes to profits and revenue by looking for new ways to attract new customers and increase customer service
• Exhibit confidence in self and others, accepting feedback from others, supports and respects diversity
• Be sensitive to Bank needs, customer and employee goodwill, and the public image
• Be familiar with retail banking and teller roles and responsibilities relating to each department of the Bank
• Must be able to provide own transportation between all Bank locations if required to drive in the course of performing assigned duties and responsibilities with a current driver's license and maintain valid insurance

Supervisory Responsibilities:

• Assist and provide insight to the Retail Manager concerning teller performance
• Schedule Teller Staff and resolve schedule issues
• Provide initial and ongoing training to tellers and a model a "train the trainer" approach

Education and/or Experience:

High school diploma or general education degree (GED) and a minimum of one year in banking, a financial institution or related customer services field is required. Associate degree in a business related major is preferred but not required. Leadership, managerial or supervisory experience is also preferred but not required.

Benefits along the way...

• Employee Stock Ownership Plan
• 401K retirement plan with employer match
• Opportunities to Support Local Charitable Organization
• Professional Development Opportunities
• Length of Service Awards
• Paid Holiday, Birthday, Vacation, Paid Leave for all Workers Days Available
• Health Plan Option available, including Family Vision and Dental Plans
• Salary is commensurate with training and experience

OSB Community Bank is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status or any other characteristic appointed by law. More information about applicant rights under federal employment laws are available here.