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Teller Leader - Carolina Forest

Company Name:
First Citizens
The Teller Leader is responsible for managing the day-to-day operations and service delivery of a branch. They lead a team of knowledgeable, professional and efficient tellers, while spending at least 50% of their time on the teller line. The TL has a general knowledge of all bank products and services. They regularly coach service associates to identify, respond and propose referral opportunities to customers. They contribute to the branch sales plan by working closely with the RSM to foster branch team spirit and ensuring the service team achieves referral and ancillary sales goals. This role has day-to-day responsibility for the delivery of superior customer service, operational integrity, and adherence to bank policy as well as all Federal and State regulations within their respective branch.
Sales Performance and Leadership
Works with Retail Sales Manager to meet branch sales and business goals by ensuring tellers are identifying and communicating referral opportunities to sales associates
Regularly reviews branch performance gaps and opportunities, using observations, best practices and tips to improve and enhance team performance
Regularly assesses the delivery of service within the branch and takes action to improve the customer experience
Develops associates' service and referral skills, by conducting regular observations and providing regular feedback
Conducts one-on-one performance reviews, ensuring performance action or development plans are in place, followed up and modified as needed
Routinely assists with the development and delivery of sales meetings
Models and maintains the standards of We're on it and Customers First to ensure optimal customer service
Takes ownership of customer requests and resolves issues at first point of contact where an immediate solution exists
Maintains an awareness of products and services offered by the bank and it's affiliates with a basics knowledge of retail ancillary services and deposit products
During customer interactions, identifies opportunities to uncover customer needs and match benefits of basic financial products and services
Acts as the primary referral point for more complex servicing issues and problem resolution
Is responsible for the ongoing execution of initiatives and procedures related to service delivery
Sells basic ancillary products during the customer interaction and supports the sales associates by selling deposit services, where appropriate
Uses self analysis techniques to assess opportunities to improve personal quantity and quality of customer contacts and openly asks for coaching support
Operating Efficiency
Responsible for the management of cash and other supplies for the branch, ensuring limits and security procedures are followed
Responsible for the branch premises, ensuring the building is well maintained, customer areas are clutter free and have appropriate supplies and all security requirements are met
Ensures the implementation and adherence to operational risk policies and procedures (teller differences, losses, and other past dues)
Ensures associates operate within their delegated authorities (service charge refunds, waived fees, check negotiation, cash limits)
When opening accounts adheres to all new account opening policies and procedures
Supports the Retail Sales Manager with overall budget management
Ensures branch tellers complete annual training and assessments
Ensures all associates adhere to bank policy and regulatory requirements
Communication/Teamwork/Partnering
Ensures associates are working together within the branch, between branches and with home office associates
Shares best practices within branch, market, division and bank to build success and shares opportunities with Retail Sales Manager to provide recognition or reward to all associates
Ensures good lines of communication exist within branches, market, division and bank providing feedback to specific areas when improvements are recognized
Participates in sales meetings, goal setting sessions and huddles, looking for opportunities to enhance personal and colleagues performance
Performs other duties not described in the position description in support of the overall bank
Strong communication, negotiation, time management, and customer service skills
Previous supervisory experience preferred
Ability to coach direct reports to identify, respond, and propose referral opportunities to customers
Minimum of two years teller experience preferred
High school diploma or equivalent
Computer skills to include Microsoft Windows
We are an Equal Opportunity Employer and do not discriminate against applicants due to race, ethnicity, gender, veteran status, or on the basis of disability or any other federal, state or local protected class.
Date: 2014-05-21
Country: US
State: SC
City: Myrtle Beach
Postal Code: 29579
Category: Retail - Teller
Job Type: Full Time

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