Teller Training Specialist

West Bank; West Des Moines, Northern (IA, KY); Hybrid; USD 42,000 - 60,000; Full time

Job summary

West Bank in West Des Moines, IA, is looking for a Teller Trainer to lead onboarding and ongoing coaching for tellers across all branch locations. You will develop and deliver training that enhances customer service, product knowledge, and referral performance while upholding bank standards.

In this role you will assess training needs, create materials, and partner with branch leadership to ensure teller teams meet objectives.

Qualifications

• A high school diploma is required; some post-secondary education is a plus.
• Experience in teller, cash handling, and customer service is expected.
• Prior leadership, coaching, or supervisory experience is a plus.
• Strong communication, interpersonal, organizational, and training skills are essential.

Responsibilities

• Lead teller onboarding, in-window training, and ongoing coaching across branches.
• Develop strategies to improve teller performance, product knowledge, and referrals.
• Provide onboarding and training on policies, procedures, and compliance.
• Coach tellers to identify customer needs and promote banking solutions.
• Support branch operations and ensure service standards and accuracy.

Skills

Communication skills

Leadership

Training abilities

Customer service

Education

High school diploma

Tools

Microsoft Office

Job description

Full-Time West Des Moines, Iowa (Headquarters) Posted on 8/13/2026

Career Details

Purpose

This position is responsible for providing onboarding, in-window training, and ongoing coaching for tellers across all branch locations. This role will serve as a key resource for teller development while continuing to provide exceptional customer service and operational support.

Essential Duties & Responsibilities

• Build and strengthen customer relationships by serving as the primary point of contact for bank customers and consistently delivering an exceptional service experience through the effective performance of the following responsibilities.
• Teller Training and Development

  Lead the ongoing training, coaching, and professional development of tellers across the Main Office and all branch locations. Assess individual and team training needs and develop strategies to enhance teller performance, operational knowledge, customer service skills, and referral effectiveness. Provide comprehensive onboarding and in-window training for new tellers, ensuring a thorough understanding of bank products, referral expectations, operational procedures, compliance requirements, and customer service standards. Serve as a resource and subject matter expert for teller policies, procedures, and best practices while fostering a culture of continuous learning and accountability. Maintain and update teller training materials, manuals, and resources to ensure accuracy, consistency, and alignment with current policies and procedures. (40%)

• Business/Customer Development

  Support the bank’s growth objectives by utilizing a service-centered approach to identify customer needs and recommend appropriate products, services, and banking solutions. Build strong customer relationships by engaging in meaningful conversations, recognizing opportunities to enhance the customer experience, and connecting customers with the appropriate banking partner or resource when needed. Serve as a role model and coach for the teller team by reinforcing relationship-building behaviors and promoting a referral-focused culture. Provide ongoing coaching, guidance, and feedback to help tellers develop confidence in identifying customer needs, making quality referrals, and achieving or exceeding established referral goals. Through proactive customer engagement and employee development, contribute to the expansion of the bank’s customer base, increased product utilization, and overall branch success. (15%)

• Effectively and Efficiently Process Customer Transactions

  Provide exceptional customer service by accurately and efficiently processing financial and non-financial transactions while consistently meeting or exceeding service standards established in the Teller Scorecard. Serve as a welcoming and professional point of contact for customers by greeting each individual, identifying their needs, and delivering a positive banking experience while adhering to bank policies, procedures, and security requirements. Work collaboratively with tellers, branch leadership, and internal partners to ensure daily operational tasks are completed accurately and on time. Demonstrate professionalism, reliability, flexibility, and a commitment to teamwork while maintaining high levels of service to both internal and external customers. Adapt to changing schedules, assignments, responsibilities, and business needs as required. Support the daily operations of the Main Branch teller line by partnering with the Assistant Teller Manager to ensure compliance with Teller Department Audit Controls, operational procedures, and regulatory requirements, including MIL, BSA, OFAC, and Reg CC. Assist in maintaining adequate inventories of gift cards and instant issue debit cards, ensure required disclosures are provided, educate customers on applicable fees, and coordinate large gift card orders. Serve as a backup resource for key operational functions, including printing instant issue debit cards, monitoring card inventory levels to meet banker demand, reviewing mobile deposits of $750 or more for potential holds, and reviewing ATM image deposits of $500 or more for hold decisions. Through attention to detail and operational expertise, contribute to the overall efficiency, compliance, and success of branch operations. (40%)

• Build Strong Communities

  Participate in community events, including staffing at least two events (art festivals, community celebrations, etc.) and participating in at least two community festivals (parades, bank-sponsored outreach events, etc.) per year. (5%)

Qualifications (Include Education and Experience)

A high school diploma is required, some post-secondary education is a plus. Candidates should possess previous teller, cash handling, and customer service experience. Prior leadership, coaching, or supervisory experience is a plus. Strong communication, interpersonal, organizational, and training skills are essential, along with proficiency in Microsoft Office applications. Successful candidates will demonstrate a positive attitude, patience, attention to detail, a commitment to customer service, and a passion for developing others.