Teller Team Lead (Columbia or Baltimore, MD)
We are seeking seasoned service professionals with a passion for and focus on exceeding expectations, every member, every time. A proven track record of strong customer service is required the successful candidate must be personable, welcoming and engaging. A successful Teller Team Leader is directly responsible for serving as the first point of contact with our members and their banking needs. Responsibilities include but are not limited to:
Branch Operations and Compliance:
Performance Management:
Lead and direct all daily activity of the teller line (employee development, serve as subject matter expert by answering questions, enforce sales and service model, recommend disciplinary action up to and including termination, prepare performance reviews, coach employees to successful performance).
Member Experience:
Talent Acquisition:
Participate in all Teller recruitment efforts, to include screening resumes, interviewing and selection.
Key Qualifications:
We are seeking seasoned service professionals with a passion for and focus on exceeding expectations, every member, every time. A proven track record of strong customer service is required the successful candidate must be personable, welcoming and engaging. A successful Teller Team Leader is directly responsible for serving as the first point of contact with our members and their banking needs. Responsibilities include but are not limited to:
Branch Operations and Compliance:
- Oversight of all teller and vault cash management to include the settlement of ATMs and cash dispensers
- Serve as a subject matter expert with all teller line transactions, policies and processes.
- Ensure adherence to all branch operational policies and procedures
- Responsible for successful audit of all teller operations
- Compliance with all Bank Secrecy Act rules and conditions
- Open and close branch, as needed
Performance Management:
Lead and direct all daily activity of the teller line (employee development, serve as subject matter expert by answering questions, enforce sales and service model, recommend disciplinary action up to and including termination, prepare performance reviews, coach employees to successful performance).
Member Experience:
- Participate in lobby management efforts (meet-n-greet with Members)
- Portrayal of service excellence behaviors at all times.
- Adherence to Credit Union service level agreements
- Resolve escalated Member situations from Tellers
- Performance Results:
- Educate Members to refer (cross-sell) products and services.
- Coach Teller line to success to ensure referral and branch goals are met.
Talent Acquisition:
Participate in all Teller recruitment efforts, to include screening resumes, interviewing and selection.
Key Qualifications:
- 2 -3 years related experience in a financial institution, to include experience in handling large amounts of cash.
- 1+ year(s) of strong supervisory experience is required, preferably in a high volume environment.
- Strong mathematical, organizational and analytical skills with a focus on accuracy.
- Strong problem solving skills and complete comfort in a sales and service environment.
- Ability to interact effectively with the public and provide a consistent, positive service experience.