Teller Operations Coordinator

First Horizon Bank; North Carolina; On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dedicated individual to lead teller operations and enhance client experiences. This role involves supervising a team, ensuring compliance with banking regulations, and delivering exceptional customer service. With a focus on operational efficiency and team management, you will play a crucial role in achieving banking center goals. If you are passionate about customer service and team leadership, this opportunity offers a chance to make a meaningful impact in a dynamic financial environment.

Qualifications

• High school diploma or GED required; Bachelor's degree preferred.
• 2-5 years of experience or equivalent education and experience.

Responsibilities

• Supervise and support tellers to ensure excellent customer service.
• Monitor compliance with policies and procedures.
• Lead client experience efforts and resolve client issues.

Skills

Customer Service

Cash Management

Sales Skills

Team Leadership

Risk Management

Education

High School Diploma or GED

Bachelor's Degree

Tools

Microsoft Office Suite

Job description

Location: Onsite 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 teller 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.

Weekly Scheduled Hours: Monday through Friday 9 AM to 5 PM

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Operational efficiency
   • Handle a cash drawer; ensuring proper control of cash drawer; follow all audit and security policies and procedures.
   • Handle single control vault, ensuring proper control of vault cash, follow all audit and security policies and procedures.
   • Monitor the daily balancing and processing of ATM(s), including the processing of all entries, servicing and required audits.
   • Responsible for the verification of deposits in the night and lobby depository.
   • Alert tellers about any suspected fraud, kiting, theft or other illegal activity.
   • Secure all applicable cash records and all other transaction records, supplies and computer equipment at the end of the work day.
   • Responsible for monitoring, controlling teller cash limits and banking center cash.
   • Accountable for ensuring that the total cash in the banking center is balanced daily.
   • Coordinate and assist with the dual control vault responsibilities.
   • Use good judgment and follow bank policies when overriding transactions for tellers with withdrawals/less cash authority.
   • Assist tellers in balancing as needed, reviews the daily banking office settlement, prepare correcting entries to reconcile teller errors.
   • Performs teller cash audits as required.
   • Stay informed of all operational updates and changes to ensure compliance with all current guidelines.
2. 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 the teller line. Provide teller line support in order to keep customer 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.
3. 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 tellers.
4. Team management
   • Maintain workflow and handle scheduling the tellers.
   • Observe, coach, and lead the Teller 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 teller 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.
5. 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.
   • Perform all other job related duties as assigned.

SUPERVISORY RESPONSIBILITIES
1. Directly responsible for directing, coordinating, and evaluating designated units or certain personnel in accordance with the organization's policies and applicable laws. Responsibilities may include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; providing pay change recommendations; disciplining employees; addressing complaints and resolving problems.

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:

1. High school diploma or GED required; Bachelor's degree preferred and 2-5 years of experience or equivalent combination of education and experience.

COMPUTER AND OFFICE EQUIPMENT SKILLS
1. Microsoft Office suite

CERTIFICATES, LICENSES, REGISTRATIONS (Ex: CPA, Series 6 or 7 license, etc)
None required

About Us
First Horizon Corp. (NYSE: FHN), with $82.6 billion in assets as of September 30, 2024, is a leading regional financial services company, dedicated to helping our clients, communities and associates unlock their full potential with capital and counsel. Headquartered in Memphis, TN, the banking subsidiary First Horizon Bank operates in 12 states across the southern U.S. The Company