Floating Teller

Role Overview:Floating Teller

The Floating Teller is dedicated to delivering top-tier customer service through sales, assistance, and digital interactions for both Consumer and Business Banking customers. They assist in the everyday branch operations, address customer service and sales requests, and organize customer appointments to determine needs and pass on complex matters to the relevant team members.

Preferred Qualifications:

• Bilingualism tailored to particular branch requirements.
• Confirmed skillset in sales execution or referral acquisition.
• Physical Requirements:
• The capacity to withstand long periods on one's feet.
• Prolonged operation of hands and fingers due to continuous use.
• Proficiency in lifting light to moderately heavy objects (5-30 lbs) as required.
• Skill in deciphering small text.
• Capability to communicate effectively with clients in a face-to-face setting.

Key Responsibilities:

• Stimulate customer engagement through informative discussions about Consumer and Business Banking options. Offer personalized suggestions to fulfill unique customer requirements and advocate for the adoption of digital banking features for a seamless banking experience.
• Handling appointments and consultations entails overseeing customer visits that are arranged in advance or occur without prior notice to identify their banking needs and ensure a smooth handover to the suitable banking partners for complex issues.
• Comply with the bank's sales guidelines and offer clear, customer-focused support.
• Lobby Oversight: Take part in lobby oversight by greeting customers, addressing inquiries, and assuming responsibility for resolving immediate banking issues.
• Operational Support involves aiding with routine branch functions such as managing client transactions, addressing overdraft issues, and verifying adherence to internal protocols. Fulfill operational duties as needed.
• Adherence to Compliance and Risk Management: Keeping abreast of Anti-Money Laundering (AML), Bank Secrecy Act (BSA), and Know Your Customer (KYC) methodologies. Pinpointing and escalating suspicious transactions. Verifying compliance with operational and regulatory standards.
• Customer Resolution: Record and address customer complaints promptly, ensuring precise documentation and appropriate follow-up. Prioritize the efficient and timely resolution of customer concerns.
• Sales Referrals involve spotting potential sales leads and steering customers towards the right banking collaborators for personalized product offerings.

Scope of Responsibilities:

• Give outstanding customer care and efficiently tackle any problems that arise.
• Maximize sales potential and elevate customer engagement within the branch environment.
• Undertake diverse roles within the branch, such as commencing new account procedures, originating loans, resolving issues, and processing transactions.
• Exhibit empathy and customer-focus in interactions, adapt to changing requirements, and display expertise in utilizing digital tools effectively when engaging with customers.

Necessary Educational Background and Work Experience:

• Possessing a GED or high school diploma qualification.
• Individuals applying for the position should have a minimum of one year of exposure to retail sales, call center tasks, customer service, or telesales.
• Proficiency in verbal and interpersonal communication methods.
• Competence in managing demanding customer conversations and varying customer requirements.
• Effective at structuring tasks with efficient time management and prioritization abilities.
• Proficiency in working well under stress when part of a fast-moving team setup.
• Proficiency in online technological capabilities.

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