Job Description

Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)



Please review the following job description:

Supervise and participate in daily operational functions of the teller area, while being responsible for delivery of superior quality service and adhering to corporate, regulatory and audit guidelines. Ensure timely and efficient completion of client transactions by Branch staff, while acting as a role model and service leader for Branch personnel. Proactively engage clients in conversation, assisting with making appropriate product recommendations, opening and servicing basic accounts or referring the client to a financial partner.

NOTE: This position is reserved ONLY for branches with a minimum of three Branch Bankers (BB) I/IIs and Tellers/Senior Tellers reporting to the Branch Coordinator, along with a minimum of 10,000 transactions per month on average.

Essential Duties and Responsibilities:
Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.
1. Provide professional client service, which includes, but is not limited to: performing accurate transactions, welcoming the client, smiling, using the clients name during the transaction, and thanking each client for his or her business.
2. Oversee day-to-day transactions of at least three associates in a high-quality manner so as to provide superior client service with minimal service problems through proper management of the scheduling tool.
3. Ensure staff is supportive of sales and servicing efforts demonstrating and coaching to the right behaviors as an instrumental part of quality client service.
4. Also responsible for the following areas:
a. Recruiting, interviewing and selection of Tellers and BB I and II (with assistance from Human Systems Employment Consultant) and second-level approval from manager;
b. Associate training and development;
c. Efficient staffing and scheduling of assigned associates;
d. Salary recommendations;
e. Routine coaching and counseling;
f. Timely performance reviews with second-level approval by management;
g. Staff disciplinary issues.
5. Assist associates with complex transactions/client issues ensuring timely and professional resolution.
6. Ensure associates adhere to internal controls, operational procedures as outlined in Branch Operations Manual (BOM), and risk management policies. Stay abreast of all changes in policies and procedures to ensure compliance with current guidelines.
7. Assist with Risk Management practices to include management of cash drawer differences, losses and errors.
8. Handle proportionate volume of work based on branch demands.
9. Support team sales and service process by acting as secondary (back-up) contact for new account opening and problem resolution, making client calls, checking for client offers, and identifying client needs or opportunities fulfilling the need or referring the client to the appropriate branch team members or specialist.
10. Ensure a high level of client service by performing basic client service maintenance (e.g. account reconciliation, address changes, stop payments, transfer, processing check orders).
11. Continue to grow in role and support team sales efforts by attending weekly sales, service, and product knowledge meetings.
12. Responsible for attending applicable training classes and completing computer-based training.

Required Skills and Competencies:
The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. High School diploma, or equivalent education and related training
2. Five years of experience as a Senior Teller or equivalent
3. Ability to follow written instructions and accurately complete written reports
4. Good interpersonal skills
5. Ability to use office machines and perform basic mathematical functions
6. Ability to deliver lead and provide team support
7. Capability to lift a minimum of 30 pounds
8. Ability to successfully complete all core training as outlined by BB&T University for Branch Coordinator
9. Ability to speak fluent English
10. May be required to work weekends and/or extended hours and regular, reliable attendance is critical
11. Demonstrated proficiency in basic computer applications, such as Microsoft Office software products
12. Ability to travel, occasionally overnight

Desired Skills:
1. Specialized client service training with proven results
2. Ability to oversee diverse personalities