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Job Behaviors
Description
Value to the Job
Ensures that new tellers complete all required training.
Works closely with new and existing tellers to attain job proficiency in customer service, operational procedures, and sales referrals.
In the event of a new procedure, product, or operational change, ensures that tellers are informed and are properly executing the change.
Reviews reports that provide information on teller performance (e.g., number of referrals, progress towards goals, exception reports).
Observes individual teller performance and documents teller behaviors and opportunities for improvement.
Discusses feedback with individual tellers regarding the observations, identifies causes of behavior, and works cooperatively to develop plans for improvement.
Monitors and ensures teller completion of improvement plans.
Works with tellers to increase their sales referrals using a variety of coaching techniques (e.g., role playing, goal setting).
Flags errors on proof work and coaches tellers on how to avoid errors in the future.
Provides override approval for transactions that are outside of teller limits, always examining documents carefully to mitigate loss risk to the bank.
Assists tellers with complex or unusual transactions.
Handles escalated customer situations (e.g., check cashing, funds availability) to defuse the situation and find a solution if possible.
Recognizes suspicious transactions and takes appropriate actions to mitigate risk (e.g., denies transaction, obtains additional documentation).
Dispenses on-the-spot coaching to immediately address negative teller behaviors or to reinforce positive teller behaviors.
Coordinates teller breaks to ensure adequate line coverage at all times.
Buys and sells money to tellers to ensure that tellers maintain approved amounts of cash in their drawers at all times.
Ensures that all proof work and paperwork is bundled and ready for courier pick-ups.
Assists tellers who are out of balance to help them locate errors.
Completes required procedures and documentation when teller out-of-balance errors cannot be resolved.
Ensures that the necessary documentation is completed for flagged transactions (e.g., large deposits).
Performs the duties of teller when necessary to minimize customer wait times.
While interacting with customers, models excellent customer service, operational, and referral procedures.
Balances own teller drawer.
Participates in opening procedures to prepare the bank and the teller line for business.
Ensures tellers have all resources (e.g., paperwork, cash) needed to perform transactions.
Participates in group meetings with branch associates.
Acts as custodian of the vault, including balancing the vault cash.
Executes assigned audit checklists, and documents compliance.
Orders and ships out cash.
Completes end-of-day paperwork.
Participates in closing procedures to conform to regulations and to ensure bank security.
Skills
Description
Value to the Job
Building Relationships: Effectively interacting with team members with diverse backgrounds and temperaments, demonstrating a genuine interest in team members, maintaining open lines of communication with team members, and exhibiting patience and encouragement.
Coaching: Identifying performance problems and their solutions, communicating positive as well as negative feedback, adapting coaching style depending on the situation, providing feedback that is specific and constructive, and encouraging all team members in incremental performance improvement.
Communication: Expressing information clearly and concisely (both verbally and in writing), clearly outlining expectations, communicating negative information in a tactful manner, asking effective questions, and listening attentively.
Flexibility: Working effectively in a fast-paced environment, quickly switching tasks when necessary, adjusting team strategies to changing conditions, remaining calm during challenging situations, and focusing on the positive aspects of change.
Initiative: Demonstrating a strong desire to contribute to the organization, proactively addressing issues and opportunities, conveying a sense of urgency, remaining optimistic, and ensuring completion of tasks.
Analytical Thinking: Analyzing and interpreting data, focusing on details, relating various pieces of information together, identifying trends, and assessing and managing potential risks.
Leadership: Firmly and confidently communicating expectations, holding others accountable for meeting goals, providing help and resources to team members, modeling exceptional work behavior, effectively delegating and following up, generating enthusiasm and excitement, and sharing the larger picture with team members.
Organizing and Planning: Scheduling activities for self and others, prioritizing work activities, meeting deadlines, effectively handling frequent interruptions, and following up on commitments in a timely manner.
Problem Solving: Generating effective solutions to problems, considering unique aspects of situations, suggesting alternative solutions, and balancing business needs with individual needs (e.g., team member needs, customer needs).
Work Ethic: Exhibiting an interest in personal growth and development, demonstrating reliable and dependable behavior that contributes to the organization’s image, and behaving in an ethical and trustworthy manner.
