Teller - First Financial Corporation - Terre Haute, IN
First
Tellers introduce customers to new products and services, and generate leads for others members of the sales team to close. Our best tellers constantly go the extra mile to greet customers, make them feel welcome, and engage customers to learn about their financial needs. An excellent teller can process between 15 – 20 transactions an hour with no mistakes while demonstrating patience, attention to detail, and the ability to follow procedures.
Job Entry Requirements
(To perform this job successfully, an individual must be able to perform each essential satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.)
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High school diploma or equivalent
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Previous experience interacting with people or customers
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Demonstrated use of computers
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Demonstrated ability to achieve individual and team goals
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Positive approach to interactions with customers and team members
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Reliable attendance
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Good cooperation skills
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Good communication skills
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Ability to work a schedule that includes working weekends or extended hours as needed
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Previous cash-handling experience
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Previous experience selling products and services
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Previous experience meeting customer satisfaction goals
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Previous experience working in a fast-paced environment
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Ability to maintain confidentiality, use tact and diplomacy and maintain professional dress and demeanor
Primary Operational Activities
(Essential duties and responsibilities include the following. Other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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Maintaining and balancing a cash drawer
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Under direct supervision, processes customer transactions including check cashing, withdrawals, deposits, and loan payments within established guidelines
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Identifies and makes sales referrals, recommends alternative channels, cross-sells bank services and products for First Financial partners
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Fraud prevention
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Demonstrate compliance with all bank regulations for assigned position
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Complete all assigned compliance training
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Duties may include safe deposit, ATM balancing, bonds and coupons, foreign currency, night drop, and teller trainer/mentor
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Additional duties as assigned
Primary Sales/Service Activities
(Essential duties and responsibilities include the following.
Other duties may be assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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Delight our customers by effectively demonstrating all behaviors as defined by Customer Service Standards
Services account transaction requests
Recognizes and Follows Through on Referral Opportunities
Uses brief, simple questions to qualify needs and uses open-ended questions to generate a two-way conversation
Asks qualifying questions
Allows time for customer to respond
Provides feedback to assure understanding of customer responses
Identifies potential needs through observation, questioning, and listening
Suggests solutions by explaining benefits
Gives the customer any appropriate product literature
Documents referral to appropriate bank representative using required process
Meets a mutually established quality referral goal
Follows through with the banker to determine the outcome of the referral
Personal Development
Participates in training programs and regular feedback sessions with supervisors
Establishes with Sales Manager personal goals for improving service and sales referral behaviors
Develops with Sales Manager an action plan designed to improve operational and sales goals as identified
Cross-trains in specialized areas of teller operations as required
Competency/Skill Level
(The behaviors, knowledge, and motivations important to success in the job.)
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Written and Oral Communication skills
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Sales skills
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Initiative
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Customer Service Orientation
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Problem Assessment and Solving skills
Key Behaviors
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Provides Proper Telephone Etiquette to Internal/External Customers
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Services Internal/External Customer Requests/Inquiries
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Reviews Required Documentation for Accuracy and Completeness
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Recognizes and Follows Through on referral Opportunities
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Personal Development as Established with Manager
Bank Secrecy Act
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Maintain sufficient knowledge and understanding of the Bank Secrecy Act, Anti-Money Laundering/Anti-Terrorist Financing/PATRIOT Act and OFAC regulations
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To be able to fulfill applicable requirements and responsibilities under the bank’s related policies and programs
Critical Job Elements
(Essential duties and responsibilities include the following.
Other duties may be assigned.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)
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Generally good working environment with little exposure to noise, extreme temperatures or other adverse factors
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Above average physical effort of hand and eye coordination, and dexterity of hand and fingers to work efficiently and accurately
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Above average mental effort consisting of complexity of decision making, time pressure, concentration and memory
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Above average verbal and written communication skills in order to process customer’s transactions accurately
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