Head Teller

Overview: The Head Teller is expected to be a customer experience leader as well as the operational expert of the branch with the ability to be a referral manager and individual producer. This position requires the individual to adhere to and support First Niagara Bank’s Statement of Values.

Key Responsibilities:

SALES EXPECTATIONS Lead and manage overall referral performance of the teller team to achieve goalLead and manage the conversion of service requests to sales referralsPrioritize and deploy daily, the most efficient high impact referral activities to generate referral outcomes Fully leverage available sales tools, prescribed in-branch routines and best practices to drive referral activityGenerate referrals personally to model and demonstrate service to referral interactionsSERVICE EXPECTATIONS Lead the teller team to provide a consistent and exceptional customer experience that achieves customer satisfaction and loyalty targets (Drive for “5”)Ensure delivery of exceptional customer service behaviors to create advocacy and earn the right to expand relationshipsDo what’s best for the customer by promoting customer referrals to the most appropriate team members and cross-functional business partners as appropriateEnsure and promote personal ownership for the resolution of customer service issues derived from the teller linePEOPLE EXPECTATIONS Promote a positive branch environment that inspires, motivates, challenges , supports and provides recognition for exceptional performanceDemonstrate hands-on leadership through direct participation in ongoing communication, branch meetings, etcMaximize branch referral productivity and improve employee capabilities/skills through informal coaching routines and mentoring; recommend and leverage training opportunities as appropriateClearly emphasize the stated referral and service expectations for each tellerAssist the Branch Manager in accessing the individual performance of each teller on the teamADMINISTRATION/OPERATIONAL EXPECTATIONS Take a lead role in the facilitation of prescribed operational/compliance responsibilities to ensure the branch is meeting required standardsTake a lead role in educating the teller team for changes in operational/compliance policies and routines as they occurMust adhere to pertinent laws, regulations, First Niagara’s Compliance Policy and external compliance requirements

QUALIFICATIONS:

Required Skills: High School Diploma or G.E.D. required2 years experience as a Teller Demonstrated retail/sales/referral experience of exceeding goals Must successfully register and maintain registration annually with The National Mortgage Licensing System and Registry in compliance with the Secure and Fair Enforcement for Mortgage Licensing (S.A.F.E.) Act (Required for In Store Branches Only)Business acumen - bank products, services, policies and regulatory policies Communication Computer proficiency Customer service Detail-oriented Judgment Organizational skills Problem resolution Sales