Head Teller

Job Title: Head Teller/CSR

ADP Code: 200HTCSR

Department: Retail

Reports to: Branch Executive Officer

Employment Status: Full-Time

FLSA Status: Non-Exempt

Oversee the teller line function; control and maintain approved levels of vault cash; perform audits and maintain approved levels of teller cash; train new tellers; answer client inquiries; cross-sell bank products and services; make client calls; perform the duties of a Teller/CSR.

A high school diploma or equivalent. A minimum of one (1) year experience in related banking positions as well as bank product and services training. Six (6) months of experience in related banking positions as well as bank product and services training maybe considered with the completion of a post-secondary 4-year degree.

Proficient reading, verbal and written communication, mathematical and interpersonal relations skills; adept at cross-selling bank products and services; possess the ability to competently coach and train tellers.

Career Development: Proactively prepares and actively participates in ongoing, candid, constructive monthly coaching sessions with supervisor.

Seeks advancement into challenging and developmental roles and assignments. Sets and meets clear, measurable goals.

Communicates Effectively: Demonstrates the ability to effectively communicate with all employees and clients, regardless of level.

Communicates clearly, concisely, with candor and confidence. Writes, speaks, and listens to disseminate and receive information effectively and accurately. Seeks to understand the viewpoints of others. Keeps others informed in a timely manner.

Focuses on the Client: Anticipates and identifies internal and external client needs.

Takes action to meet and, where possible, exceed client expectations. Plans and organizes work effectively to facilitate responsiveness to client and meet deadlines.

Judgment: Demonstrates sound reasoning and well-balanced thinking.

Balances the need for action with the need for analysis. Incorporates strategic thinking skills into practice by examining facts. Shows an ability to problem solve complex issues.

Probes beyond symptoms to determine the underlying cause. Learns from and accepts responsibility from mistakes.

Teamwork: Demonstrates the ability to enhance the department and Orrstown Banks development through participation.

Holds self and others accountable for exceeding departmental and corporate goals. Develops strong working relationships throughout the organization. Appropriately voices opinions, even if they are contrary to the consensus of the team.

Initiates and develops positive working relationships with others in a way that builds bridges across boundaries and breaks down silos. Relates to others in an open and accepting manner that creates trust, respect, and a collaborative environment.

Oversee and ensure that the teller line operates in compliance with the Bank's operating policies/procedures related to the processing of deposits, withdrawals, check cashing, and currency transaction reporting, to satisfy all federal and state regulations and to ensure "On the Spot" service is being provided. Adhere to audit and security procedures related to alarm testing, teller cash and monetary instrument audits, and maintenance of branch cash limits.

Hold tellers accountable for adhering to guidelines related to check cashing and funds availability. Achieve satisfactory ratings on monthly branch internal control audits.

Provide required documentation in a correct and efficient manner; build and maintain client satisfaction by providing "On the Spot" service; maintain confidentiality, keep commitments, follow up and provide accurate assistance; engage in a deeper conversation with every client to uncover additional solutions; respond to client problems and requests researching account problems in an efficient manner; interact professionally with internal and external clients by acknowledging them through personal greetings, smiling and eye contact.

Demonstrate thorough knowledge of all Bank products and services; refer clients to business partners and cross-sell Bank products and services; complete a client profile (CLOSR - Client Opportunity and Savings Review) when applicable; perform the duties of a Teller/CSR; introduce Smart Pop opportunities to clients; prepare and maintain various records; determine payment decisions on Not Sufficient Funds (NSF) checks; complete and provide timely reports to immediate supervisor and other personnel as needed.

Coordinate specific work tasks with personnel from applicable departments to ensure the smooth and efficient flow of information; report pertinent information to immediate supervisor; compile information as necessary or directed and provide data to appropriate Bank personnel; respond to inquiries relating to the particular area and requests from clients, other Bank personnel, etc., within given time frames and established policy.

Attend regularly scheduled coaching and counseling sessions held by supervisor/mentor to achieve the outcome of improved communication, action plan development, positive feedback, and performance improvement.

Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment that is free of sexual harassment and other forms of illegal discriminatory behavior in the workplace, support risk management practices and overall safety and soundness and the Bank's compliance with all regulatory requirements. Perform tasks that are supportive in nature to the essential functions of the job which may be altered or redesigned depending on individual circumstances.

Regular and predictable attendance; perform other duties as assigned or directed.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel, reach with hands and arms, and talk or hear. The employee is frequently required to stand and walk.

The employee may occasionally lift and/or move up to 10 pounds. Ability to reach destinations within the Orrstown footprint at all times is required. Ability to work and report to the employer's physical work location(s).  

Work Environment:

Work is performed in an office setting with little to moderate exposure to noise, heat, dust, or other adverse factors. Working extended hours may be required as needed. The noise level in the work environment is usually quiet.