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Company is an equal opportunity employer committed to creating a diverse workforce. We support a work environment where colleagues are respected and given the opportunity to perform to their fullest potential. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors. Applicants with a disability who need assistance applying for a position with Company are asked to email: ___@___(apply_to_show_email) or call: (800) 878-3282.
Responsible for ensuring our customers receive fast, friendly service and that common courtesies are extended to every customer. Directs the day to day operational activities of the teller area, directly supervises tellers to ensure each customer's experience is positive and memorable, trains staff on operational issues, is knowledgeable of policies and procedures, makes judgment decisions and coaches for referrals. Responsible for expanding and deepening customer relationships by identifying customers' needs comprehensively and matching their needs with selections and resources within the colleague's assigned business line and across all business lines of Company and coaching the teller team to do the same. Ability to direct and demonstrate all customer channels including the use of digital technology for a positive customer experience. In coordination with the Branch Manager, responsible for the operational integrity of the retail office. Also, may be called on to oversee the office in the Branch Manager's absence.
Fully complies with all applicable enterprise policies and procedures. Acts in compliance with all applicable laws and regulations as outlined in training materials, including but not limited to Bank Secrecy Act. Responsible for reporting suspicious activity to Financial Intelligence. Responsible to report all customer complaints as prescribed and procedure violations to management or HR. Responsible to report ethical concerns as needed to Associated’s anonymous Ethics Hotline.
Key Result Areas
Supervise Teller staff. Direct the day-to-day operations activities of the Teller area including but not limited to: teller balancing, ordering cash, cash vault balancing, scheduling teller staff, ordering supplies, and completing daily and monthly reports, ensuring an excellent customer experience at every point of contact. Perform regular observation and coaching feedback to tellers.
Support the attainment of branch goals by coaching and motivating Tellers in identifying opportunities to deepen customer relationships. Responsible for leading and coaching the team in recognizing customer needs by leading by example. Participate in skill builder, branch huddles and other training sessions as directed.
Operate a teller window as needed.
Participate in the interview and selection process. Coach, train, develop, evaluate and provide feedback to Tellers as they progress through their teller road map.
Provide technical guidance and training to Tellers on operating procedures, monitor regulatory and compliance changes, and take appropriate actions; ensure compliance with outside regulations and corporate Standard Operating Procedures.
Maintain procedural proficiency in all products and services offered at the office. On a limited basis, may be called on to sell new accounts by gathering information about customer needs and recommending solutions to resolve customer needs. Requires understanding of sales, products, benefits, business and personal account ownership, forms and procedures including demonstration of digital technology across all channels. Assist customers in servicing issues
Conduct procedures relating to office security, including security procedures, Monthly Audit Checklist requirements, security equipment testing, office security training, and appropriate cash audits. Make appropriate decisions regarding office security that will protect the organization, customers and colleagues against loss or fraud.
Perform periodic cash counts of Teller windows and cash vault.
High School or equivalent combination of education and experience , Required
2-4 years Demonstrated customer service skills in a retail environment and computer experience. , Required
General Physical Condition
Moderate physical activity; routine handling of objects of 21-50 pounds or continuous standing, walking, keyboard, or CRT work (at least 80% of time) OR periods of moderate discomfort due to noise and/or other adverse conditions.
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