Teller Manager

M&T Bank
Baltimore, MD
Jun 11, 2018
Jun 25, 2018
Full Time
Retail Banking Division Full Time Teller Manager Position 37.5 Hours Per Week Eastern Branch Baltimore, MD THE OPPORTUNITY: Serves as foundation of building customer loyalty in the M&T branch system, completing all activities in a pro-active manner. Plays key role in the Customer Experience (lobby experience, needs identification, Easy Deposit migration, directing to appropriate resource and top five behaviors), Transactions (efficient transactions, profiling customers for sales opportunities, account maintenance and providing service beyond expectations) and Risk Management (audit requirements, fraud prevention, Know Your Customer (KYC) activities, customer information profile (CIP) and branch operations) to support achievement of branch goals. Acknowledges customers as they enter the branch, accurately processes a variety of financial transactions and balances work daily, identifies and refers sales opportunities by uncovering financial needs and presenting all options to customers, and following up as needed. Provides leadership and coaching to the Teller team with the operations and service functions of the branch, including adherence to all security, reconciliation, monitoring and balancing policies and procedures. POSITION RESPONSIBILITIES: Participate in the Lobby Experience Model, serving as assigned person (based on branch facility design), as scheduled, to welcome the customer, direct them as appropriate based on their identified needs and encourage utilization of self-service channels. Support Bank guidelines for delivering and coaching exceptional customer experience including proactively greeting customers, smiling, using their name and ending each interaction (whether in person or phone) by saying "Thank you for banking with M&T, is there anything else I can do for you today (customer name)?" Maintain a professional manner to build customer confidence and trust. Take ownership of error resolution including resolving situations escalated by assigned Tellers, as well as routine customer problems and referring more complex issues to supervisor or platform. Follow-up with issues as required to ensure timely and accurate resolution. Process a variety of Retail and Commercial transactions, including deposits, withdrawals, loan payments and check cashing in an accurate and efficient manner. Verify check endorsements and funds availability and disburse cash to customers in the conduct of transactions. Issue receipts to customers for transactions processed as a record of activity. Balance daily work, adhering to all procedures stated in the Employee Difference policy. Possess and maintain thorough knowledge of procedures required for ATM settlement, Canadian currency, night depository, reserve cash and coin maintenance, negotiable control and review, opening and closing procedures, ordering of cash and preparation of cash for shipment and receipt of cash shipment. Input information into the Automated Balancing System (ABS) and Currency Transaction Reporting (CTR) system to provide a record of activity. Ensure compliance with operational, security and control policies/procedures, preventing fraud and protecting customer assets. Build and maintain productive partnership with Regional Operations to ensure branch achievement of pertinent Company operations and compliance requirements. Identify customer needs and present all appropriate options to achieve personal referral goals by proactively identifying customer referral opportunities utilizing fundamentals of M&T Bank's sales process. Participate in branch sales promotions as requested by management. Serve as work leader for assigned Teller team by providing ongoing sales and referral coaching, providing guidance, training and coaching to new or newly assigned Tellers as necessary, working with branch management on new hires and employee relations issues, following-up on corrective action reports, writing and delivering performance appraisals, and ensuring proper management of Teller referrals and exception processing. Facilitate and supervise Customer Experience and Operations Teller-in-Charge functions with Senior Teller support, depending on branch size and complexity. Teller-in-Charge responsibilities include serving as customer service referral champion, coordinating branch promotions, ensuring brand and merchandising standards are maintained, providing sales and service leadership to the Teller Team and ensuring consistent execution of all activities. Within Tier 3, 4 and 5 branches, this also includes serving as work flow coordinator, creating Teller schedules, attending operations meetings conducted by Regional Operations, monitoring branch operating cash (including ATM and teller drawer limits), reviewing teller cash counts, conducting sporadic counts and making recommendations for correction, ensuring adherence to all procedures stated in Teller Difference policy and following-up with current gain/loss ticket documentation. Demonstrate teamwork by proactively assisting other branch colleagues when needed as well as actively participating and contributing during Branch Team meetings and leading portions as necessary. Understand and adhere to the Company's risk and regulatory standards, policies and controls in accordance with the Company's Risk Appetite. Identify risk-related issues needing escalation to management. Promote an environment that supports diversity and reflects the M&T Bank brand. Maintain M&T internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators as applicable. Complete other related duties as assigned. NATURE AND SCOPE: This position is typically located in branches where work leadership for a minimum of 4 Tellers is required. The position is responsible for interacting with appropriate areas of the Bank to ensure branch-related operational issues are resolved efficiently and accurately. The position is responsible for providing exceptional service to branch customers and resolving routine customer problems in a timely manner. The position serves as leader and coach to the Tellers and provides them guidance and direction on daily operational activities. This extends to the position ensuring accurate and excellent service from assigned Tellers and serving as key driver of branch referrals that assist the branch team achieve their annual sales goals through supporting assigned Teller team in achieving referral results through M&T Bank's sales process. The position works with their branch management regarding Teller-related new hires, employee relations issues and follows-up on related corrective action reports. It is important for the position to stay current on operational changes and demonstrate good risk management decisions to assist the branch in managing preventable losses and reduce fraudulent activity. MANAGERIAL/SUPERVISORY RESPONSIBILITY: Provides on-the-job guidance, coaching and training to new and existing (Senior) Tellers. MINIMUM QUALIFICATIONS REQUIRED: High school diploma or equivalent (GED) and a minimum of 2 years' proven Teller experience, with strength in operations and customer service. Strong verbal communication and interpersonal skills. Ability to interact with all levels of management. Proven work leadership and coaching skills. Proven ability to effectively handle difficult customer conversations. Proven referral and/or sales ability. Well-organized individual with time management and prioritization skills, with ability to work under critical time constraints. Proficiency with personal computers as well as pertinent word processing and spreadsheet as well as e-mail and branch mainframe systems. Ability to use fax, telephone system, copier and other communication tools. IDEAL QUALIFICATIONS PREFERRED: Bilingual/Spanish. Experience with internet. Proven referral coaching ability. PHYSICAL REQUIREMENTS: Ability to stand for long periods of time. Prolonged use of hands and fingers. Ability to lift light to heavy objects weighing 5 lbs. to 30 lbs. Ability to read fine print. Ability to interact with customers in an open face-to-face work environment. About M&T At M&T, we strive to be the best place our employees ever work, the best bank our customers ever do business with and the best investment our shareholders ever make. So when looking to advance your career, look to M&T. As a top 20 US bank holding company and one of the best performing regional banks in the country, we offer a wide range of performance based career development opportunities for talented professionals. And through our longstanding tradition of careful, conservative and consistent management and a strong commitment to the communities we serve, we continue to grow with a focus on the future. Job Posting: Apr 27, 2018, 12:56:17 PM Unposting Date: Ongoing