Sr. Teller

Bank of Hope; Irvine (CA); On-site; USD 25,485 - 27,152; Full time

Job summary

Bank of Hope in Irvine seeks a Senior Teller to deliver exceptional customer service, oversee complex transactions, and mentor junior tellers. This role acts as a key escalation point for issues while ensuring accuracy and compliance in financial activities. You will foster relationships and support a collaborative team environment.

The position emphasizes education, prior retail experience, and strong communication, with opportunities to cross-sell products and contribute to branch success.

Qualifications

• Minimum education: high school diploma.
• Experience in retail sales and customer service is a plus.
• Fluent in English; Korean language skills preferred.

Responsibilities

• Provide excellent customer service and resolve inquiries.
• Process deposits, withdrawals, and routine transactions accurately.
• Mentor less experienced tellers and coach on service standards.
• Escalate complex issues and coordinate with other departments.
• Support branch goals and maintain a positive team culture.

Skills

Customer service

Leadership

Communication

Cash handling

Team mentoring

Sales awareness

Korean language

Education

High School Diploma

Tools

POS systems

Banking software

Job description

The Senior Teller supports the branch by providing exceptional customer service, overseeing complex transactions, and mentoring less experienced team members. This role serves as a point of escalation for transactional and customer service issues while ensuring accuracy and compliance in all financial activities. As a trusted resource within the branch, the Senior Teller fosters positive customer relationships and contributes to a collaborative team environment.

Customer Service & Leadership

• Provide excellent customer service by assisting with inquiries, resolving issues, and ensuring a welcoming environment for all customers.
• Act as a role model for team members by demonstrating professionalism, efficiency, and a customer‑first attitude.
• Serve as a point of escalation for complex customer issues, working with other departments to resolve them effectively.
• Educate customers about bank products and services, identifying opportunities to cross‑sell or upsell based on their needs.
• Mentor and train less experienced tellers, offering guidance on customer service standards, cash‑handling accuracy, and operational procedures.

Transaction Processing & Oversight

• Process deposits, withdrawals, check cashing, loan payments, and other routine transactions accurately and efficiently.
• Support tellers during peak hours or when resolving transaction discrepancies, ensuring compliance with policies and procedures.
• Ensure adherence to bank policies, fraud detection protocols, and cash‑handling procedures.
• Balance personal cash drawer and assist with monitoring overall cash levels during shifts to support branch cash handling accuracy.
• Identify opportunities to deepen customer relationships by cross‑selling or upselling additional products and services.

Operational Support

• Assist with operational tasks such as maintaining branch supplies and ensuring customer‑facing materials (e.g., brochures) are up‑to‑date.
• Maintain knowledge of bank policies, procedures, and industry trends to safeguard customer information and mitigate risks.
• Participate in branch‑specific tasks, such as ATM balancing or night deposit processing, as assigned.
• Maintain a clean and organized workstation and support administrative tasks as directed.

Team Collaboration & Development

• Collaborate with the Branch Manager, Operations Manager, and other team members to achieve branch goals and maintain a positive team culture.
• Provide feedback and coaching to improve team performance and ensure consistent delivery of exceptional service.
• Act as a resource for team members, assisting with questions or procedural guidance when needed.
• Support the branch during special projects, system updates, or procedural changes.

Job Qualifications/Requirements

Education/Credentials

• Minimum Education Level: High School Diploma

Prior Experience

• Some experience in retail sales and customer service functions is a plus.

Skills

• English: Written: Fluent, Verbal: Fluent
• Combination of Experience and Education can meet the job requirements: Yes
• Computer/Systems Knowledge Requirements: Basic to Intermediate
• Excellent written and oral communication skills; ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and over the phone.
• Ability to respond effectively to the most sensitive inquiries or customer complaints.
• Ability to manage multiple tasks, projects, and deadlines simultaneously.
• Strong organizational skills with a willingness to adapt to change as needed in a fast‑paced environment.
• Additional Languages: Korean preferred

The salary range for this full‑time position is $18.50 - $19.71 hourly + bonus + benefits. Salary ranges are determined based on qualifications, level, and location. Exact compensation may vary based on your skills and experience.

Bank of Hope is an equal employment opportunity employer and does not discriminate on the basis of race, color, gender, religion, age, sexual orientation, genetic information, national or ethnic origin, disability, marital status, veteran status or any other basis protected by federal, state, or local law.