POSITION SUMMARY:

Provides service to customers and their accounts, cross-selling bank products, and complying with bank operations.  Coaches’ teller team to meet bank’s mission and core values.

ACCOUNTABILITIES:  ***

Supervision:                                         25%

• Coaches teller staff by providing training and holding teller meetings. 

• Provides overrides for tellers and assists in training new tellers.

• May be responsible for scheduling of tellers as well as providing performance reviews.

• May participate in the hiring, disciplinary, and termination processes by making appropriate recommendations.
• Responsible for student teller staff at location.
• May be responsible for CCR duties including supervision of CCR(s).

Balancing cash drawer:                        25%

• Reconciles cash drawer by providing cash transactions; counting and packaging currency and coins, reconciling loan coupons and other transactions, turning in excess cash and mutilated currency to lead teller; maintaining supply of cash and currency. 
• May be responsible to balance and maintain vault, ATM and/or coin machines. 
• May be responsible for ordering cash for location.

Paying and receiving items:                  25%

• Provides account services to customers by receiving deposits and loan payments; cashing checks; issuing savings withdrawals; recording night and mail deposits; selling cashier’s checks, money orders, negotiating savings bonds; answering questions in person or on the telephone; referring to other bank services.

Sales:                                                   10%

• Cross-sells bank products by answering inquiries; informing customers of new services and product promotions; ascertaining customers’ needs; assisting in opening new accounts and directing customers to a branch representative.
• Initiates referrals to appropriate lines of business within the bank including Wealth Management and Lending as appropriate.

Other duties:                                        15%

• Records transaction by logging cashier’s checks, money orders, pre-loaded cards and other special services; preparing currency transaction reporting information; recording and filing cashed savings bonds.
• Complies with bank operations and security procedures by participating in all dual-control functions and regulatory compliance; maintaining customer traffic surveys; auditing other tellers’ currency.
• Maintains customer confidence and protects bank operations by keeping information confidential.
• Completes special requests by closing accounts; taking orders for checks, providing special statements, copies; completing safe deposit box procedures; changing PIN numbers.
• May be asked to assist in keying/calling back of new accounts and miscellaneous maintenance of accounts.
• Contributes to team effort by accomplishing related results as needed.
• Attends mandatory compliance and security sessions.  Monitors daily work for adherence to compliance and security regulations, policies/procedures, and promptly corrects any deficiencies.

***   % is based on average of all positions; some %’s may vary dependent upon the location

COMPETENCIES:

Initiative:

• Exhibits the action of taking the first step such as originating new ideas or ability to think and act without being asked.

Team Skills:

• Works together with a group of people to coordinate and help each other in daily tasks.

Coach:

• Prepares, instructs, develops, and provides feedback to help others perform in their job.

Team Building/Development:

• Encourages and builds mutual trust, respect, and cooperation among team members.

Customer Service:

• Exhibits customer focus acknowledges & listens to customer, and provides friendly, courteous, and efficient service.

Attention to Detail/Accuracy:

• Is careful, exact, and free from mistakes and errors.  Adheres closely to a set of standards.

Verbal/Written Communication Skills:

• Provides information to customers outside the organization, supervisors, co-workers, and subordinates clearly and concisely in writing, by telephone, or through e-mail.

Goal Setting:

• Identifies specific business and personal career goals, plus a process to review accomplishment of goals.

ENVIRONMENTAL CONDITIONS:

• Work is performed primarily indoors in an office setting.

PHYSICAL AND MENTAL DEMANDS:

• Position accountabilities are typically performed while standing for most of the day. The position requires occasional lifting to thirty-five pounds.  The physical and mental demands of this position are representative of those that must be met by an employee to successfully perform the essential position accountabilities.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential position and accountabilities.  First Citizens Bank reserves the right to review each requested accommodation and determine if it poses an undue hardship.

KNOWLEDGE, SKILLS AND ABILITIES

• High school diploma or equivalent required. Post high school education preferred. Two or more years teller experience and prior supervisory experience preferred.
• Skill in performing basic mathematical principles (such as addition, subtraction, multiplication, division, decimals) in account transactions.
• Knowledge of the layout and functions of the computer keyboard and ten key adding machine; skill of using the touch system to perform data input.
• Knowledge of and ability to cross-sell FCB products and services to customers-such as the ability to identify customers’ needs, communicate services, explain advantages, and close sales activity.
• Skill in working with the public, presenting a professional image of the bank, and servicing prospective and current customer inquiries, requests, and complaints.