Lead Teller

Waterstone Financial, Inc. Pewaukee , WI 53072

Posted 1 week ago

Job purpose

This position is a leadership role in the branch that directs the daily administrative and operational functions of the teller area, including dotted line supervision of the teller staff. This includes training staff on operations, remaining updated of the policies and procedures that should be adhered to, makes judgement decisions related the customer transactions and interactions and coaches to referrals. The Lead Teller is responsible for maintaining and deepening customer relationships by providing superior customer service and referring bank products and services, as well as ensuring consistency around customer experience. The Lead Teller is responsible for the operational integrity of the branch, along with the Community President and/or Assistant Manager of the Branch and may be called upon as the acting manager in the absence of a Community President, in offices without Assistant Managers.

Duties and responsibilities

  • Effectively process customer transactions with a high level of integrity, accuracy and knowledge.

  • Assist Branch Management with the administrative and operational processes, activities and workflow procedures for the front line staff, ensuring all customers are assisted promptly, professionally, accurately and appropriately.

  • Assist Branch Management to generate and maintain retail banking relationships through sales and relationship building calls and activities to meet sales and branch growth goals.

  • Acts as primary source for teller questions and assists Branch Management with the training and development of employees.

  • Support the sales process by identifying customer needs, promoting current promotional offers and referring customer to Bankers and other lines of business (i.e. WIS and WMC) for further assistance with bank products and services.

  • Maintain knowledge of WSB's core processing system, WSB products and service, WSB policies and procedures, and regulatory requirements governing retail deposit accounts.

  • Build and strengthen customer relationships by providing an unparalleled banking experience as set forth in WSB's Mission.

  • Answer customer questions and resolve related account issues, including phone and in-person.

  • Keep abreast of industry trends, standards, and external factors that may affect the bank.

  • Recommend reasonable changes to policies, procedures, and products.

  • Operates in full compliance with internal policies/procedures, as well as applicable regulations/laws

  • Other duties as assigned



  • Required
  • 6 months of sales and/or customer service experience
  • Preferred
  • 2-4 years sales and/or customer service experience in banking environment


  • Required High School Diploma or general education degree (GED)

  • Preferred Associates or Bachelor's Degree in business or related field

Working conditions

Physical requirements

Physical Demands: The physical demands described here represent those that must be met by an employee to successfully perform the essential job roles. Reasonable accommodations may be made enabling 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; and talk or hear. The employee regularly is required to reach with hands and arms. The employee is occasionally required to walk; stand; and stoop, kneel or crouch. The employee must occasionally lift and/or move up to 20-30 pounds pounds. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus.

Additional Physical Demands: Expected to stand 60% of the time.

Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made enabling individuals with disabilities to perform the essential functions.

The work environment is a professional office environment where a conservative business dress code is in effect. The noise level in the work environment is usually moderate.

Additional work environment characteristics:


LANGUAGE SKILLS: Good grammar and diction. Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

MATHEMATICAL SKILLS: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

CUSTOMER SERVICE SKILLS: Ability to meet the (internal) "customer service excellence" core competency which includes maintaining a good attitude, taking ownership of meeting customer needs, going the "extra mile" for customers, demonstrating a commitment to sharpening skills through education and training, using positive communication, and looking for opportunities to respect customers' time and scheduled.

REASONING ABILITY: Ability to solve practical problems and deal with a variety of concrete variables in situations where limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

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Lead Teller

Waterstone Financial, Inc.