| Job Description:
Line of Business: BANKING NETWORK Job Category: Office / Administrative / Client Service Primary Purpose: Supervise and participate in daily operational functions of the branch's 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 Teller staff, while acting as a role model and service leader for branch personnel. Proactively manage the daily sales/quality referral process of branch Teller staff to include segmented client contact. (i.e. Micro Business, Top Core, etc.) IMPORTANT NOTE: Branches with three to six Tellers (head count) qualify to utilize the Teller Supervisor I role. 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, greeting the client, smiling, using the client's name during the transaction, and thanking each client for his or her business. Refer clients to other branch personnel as needed. 2. Oversee day to day transactions of at least three Tellers/Senior Tellers in a high quality manner so as to provide superior client service with minimal service problems. 3. Ensure staff is supportive of sales efforts and that referrals to branch personnel are seen as a part of quality client service. 4. Also responsible for the following areas: a. Recruiting, interviewing and selection of Tellers (with assistance from Human Systems Employment Consultant) and second level approval from FCM b. Teller training and development c. Efficient staffing and scheduling of Tellers d. Salary Administration recommendations e. Routine coaching and counseling f. Timely performance reviews with second level approval by FCM g. Staff disciplinary issues h. Teller Mystery Shops 5. Assist Tellers with complex transactions/client issues ensuring timely and professional resolution. 6. Responsible for leading and managing the execution of Teller Advisory Program. 7. Ensure all operating procedures are followed as outlined in the Branch Operations Manual (BOM). 8. Administer ongoing coaching, support and inspection of Teller Referral/Sales Process as well as SMILE Assessment. 9. Assist with Risk Management practices to include management of Teller differences, losses and Teller errors. 10. Handle proportionate volume of work. 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 2. Two to four years experience as a Senior Teller or equivalent 3. Demonstrated ability to read, follow written instructions and accurately complete written reports 4. Good interpersonal skills 5. Ability to use office machines and perform basic mathematical functions 6. Demonstrated ability to deliver good client service and provide team support 7. Demonstrated ability to execute on all teller-related duties 8. Capability to lift a minimum of 30 lbs 9. Ability to successfully complete all core training as outlined by BB&T University for Teller Supervisor 10. Ability to speak fluent English Desired Skills 1. Specialized client service training with proven results 2. Ability to oversee diverse personalities 3. Completion of BB&T product knowledge and computer based training compliance courses This is not an active position, but a pipeline for future openings.
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