Head Teller Service Consultant

Work Location & Hours:

Derry Office:

100 South Chestnut St.

Derry, PA 15627

Derry Office Work Hours:

Monday - Friday 9:00 am - 4:00 pm

Latrobe Route 30:

3884 US-30

Latrobe, PA 15650

Latrobe Route 30 Work Hours:

Monday - Thursday 8:30 am - 5:00 pm

Friday 8:30 am - 6:00 pm

Saturday 9:00 am - 12:00 pm

*Must be flexible around branch hours.*

Function: Operates a customer service window to provide customers with exceptional customer service on a variety of transactions, and either provides technical direction and training for other customer service representatives. Suggests solutions and options to customers and refers customers to appropriate areas of the bank. Resolves customer problems/issues/concerns in an accurate and efficient manner. Assists the Solution Center division by supporting external and internal customer telephone inquiries and research requests are satisfied in a timely, courteous, and professional manner.

Duties and Responsibilities:

Head Teller:

•  Proves competencies in bank operations and demonstrates operational excellence by:

  • Establishing accuracy and balancing skills with maintaining balancing rate of 85% in accordance with Retail Policies and Procedure manual

  • Use of Bank's Computer Systems and knowledge of S&T policies and procedures to successfully operate a customer service window in an efficient and accurate manner.

  • Utilizing computer systems to properly identify customers, verify authenticity of the requested transaction, and complete required steps to protect the customer and the bank from fraud (including, but not limited to; verifying balances, placing holds, and documenting proper identification).

  • Accepting checks for cashing, identifying customers, verifying endorsements and balances, and/or referring customers to branch management for authorization.

  • Processing deposits and withdrawals and performing related duties.

  • Providing additional customer services, which may include bank money orders, and other services.

  • Accepting various loan payments or other types of payments.

  • Balancing cash window daily.

  • Ensures completion of ATM balancing & settlements daily.

  • Ensures completion of Vault balancing daily.

  • Having satisfactory Operation Assessment Readiness audit. (OAR)

• Demonstrates knowledge of Consumer Bank Customer Service Standards & offer each customer exceptional customer service as expected in the Customer Insight surveys, scored by Avannis.

• Works directly with and supports branch leadership.

• Contributes to Branch goals and sales and service standards as outlined in branch playbook and detailed by Branch Management

  • Executes professional sales and service behaviors in alignment with Bank's Our Shared Future purpose, five values and core drivers.

  • Utilize the Sales & Service Opportunity tool to personally track customer(s) who you introduced to a banker.

• Identifies customer needs and promotes the bank's services, answers questions regarding banking matters and directs customers to other branch team members for specialized products, solutions, and services.  Identifies customer needs for other services to expand the business relationship and develops new customers to increase market share and improve profitability.

• Provides services including processing night deposits, mail deposits and safe deposit admittance as needed.

• Performs duties in support of branch operations, such as monthly reports, reconcilements, and logs.

  • Use resources provided to keep the branch and business lines, including Wealth Management, Mortgage, and Business Banking balanced and in compliance.

Service Consultant:

• Assists the Solution Center division by supporting the satisfactory handling of internal or customer related telephone inquiries or service-related problems by performing the following functions:

  • Promptly responding to customer/internal inquiries in a courteous and professional manner to ensure complete customer satisfaction.

  • Providing customer and internal personnel with accurate product knowledge and service information, as well as operational knowledge that will assist personnel in the successful completion of their duties.

  • Providing professional written correspondence to customers when necessary.

• Answers incoming customer service calls to include but are not limited to:

  • Inquiries regarding deposit and loan accounts

  • Account maintenance requests, including but are not limited to: change of address, check ordering, related/unrelated account transfers, and stop payments

  • Responsible for closing debit cards, ordering new debit cards, raising and lowering debit card limits, adding travel notes, removing fraud exclusion, and removing VAU

  • Online banking and mobile banking inquiries, including but are not limited to: enrolling new users, registering computers, unlocking accounts, online statements, and BillPay issues as well as assistance with BillPay limit increases. Furthermore, TFC's should be familiar with all eligible cell phone and tablet types.

  • Utilizing Financial Intelligence Group standards to detect suspicious callers and activity in order to combat fraud and minimize bank losses.

• Assists the Branch Administration Department by identifying and reporting quality service concerns that may become apparent through customer interactions.

• Uses appropriate Customer Service/Sales/Correspondence Software to streamline process and improve efficiency.

• Refers customers with opening a deposit and/or loan account over the telephone to a Personal Banker.

• Assists and encourages the sales process within the Solution Center Service.

General:

• Maintains a good working relationship with bank employees in other departments.  Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Attends and successfully completes training as needed (virtual, in-person, online BVS, etc.)

• Assumes additional duties as required.

Education:

Requires a high school diploma or equivalent, plus specialized training or a two-year degree. 

Experience:

Two to five years general and specialized experience, specifically having the knowledge to prepare balance reports.  Successful completion of the retail training program required.

Physical Demands:

Operates a keypad device: 90% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 50% of the business day. Specific vision requirements include close vision of 18"-20" for computer work for a period of up to 60% of the business day. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)

Salary Range: