Lead Teller

Position Summary:
The Lead Teller ensures the daily operations of the branch teller line are operating efficiently and effectively as well as relied upon to resolve escalated issues with clients and staff. Will provide leadership and training for the teller line staff; promotes new or expanded relationships for the company by maintaining exceptional client relations and referring clients to appropriate advisors for new products and service solutions; completes work with a high level of accuracy; and assures compliance with all applicable company policies and procedures, as well as all applicable state and federal regulations. Responsible for the security and all applicable audit items under the location.

Essential Responsibilities:
Job Function 1: Employee Leadership

• Schedule, supervise, train, and develop staff.
• Ensure adherence to policies and procedures concerning the teller line functions.
• Continuously working to improve the operations of the teller line and the office.
• Support staff by approving/overseeing transactions as needed, assisting with balancing issues and verifications of cash discrepancies.
• Participate in the manager on-call rotation to assist employees and respond to security issues.
• Complete monthly, quarterly, and annual audits of cash tills, prepaid and instant issue cards, and security alarms to ensure regulatory and policy/procedure compliance
• Train and coach teller staff to ensure cash drawers are balanced according to standards.

Job Function 2: Technical & Industry Knowledge

• Serve clients by accepting deposits and payments for loans and credit cards.
• Assist clients by cashing checks, savings bonds, issuing cashing checks, ordering checks, etc.
• Respond to and resolve all client balance inquiries, questions, and problems both in person or over the phone.
• Maintain a balanced teller cash drawer, adhering to cash limits and discrepancy procedures.
• Prepare client and operations documentation such as researching requisitions, checks, etc.
• Adhere to the Safe Deposit Policies and Procedures; assist clients with box account opening, viewing, and closing (at applicable locations).
• Manage safe deposit process (inventory, compliance, rotation).
• Manage client debit card instant issue and PIN changes (at applicable locations).
• Field debit card and fraud notifications.
• Support and adhere to policies and procedures around security, client ID, cash handling, cashed check, and opening and closing procedures.
• Understand and apply regulatory and compliance training.
• Report suspicious transactions, activities, and situations to appropriate personnel.
• Handle balance inquiries, client questions, and problems, and own the follow through to resolution.
• Possess knowledge of competitive products, practices, and facilities to effectively promote Alerus product and service solutions.
• Develop and maintain in-depth knowledge and understanding of consumer products and services including IRA's, personal and business account ownership; teller processes including branch capture; basic knowledge of consumer credit products and services; regulatory requirements as they pertain to products; compliance requirements for appropriate product areas.
• Maintain economic and market awareness.
• Understand business and financial services industry practices.
• Recognize and understand regulatory environment and its impact on the financial services industry.

Job Function 3: Client Service & Support

• Work with other office personnel to ensure excellent client service is provided to each and every client.
• Strong knowledge of products and services.
• Solid knowledge of teller transactions and operations processing.
• Responsible for referring clients to appropriate staff for new products and services.

Position Requirements:
Qualifications:

• Associate's degree preferred; and/or equivalent education and experience.
• Previous customer service and cash handling experience required.
• One year or more experience in supervising and/or training employees strongly preferred.
• Proven ability to exceed goals.
• Strong communication and problem solving and decision making.
• Knowledge of all basic and specialized teller transactions.
• Knowledge of regulatory requirements for financial transactions.
• Knowledge of supervisory practices and principles.

Personal Characteristics:

• Possesses excellent communication skills and enjoys working in a team setting.
• Has a passion for serving clients and views all actions from the client's perspective.
• Works well under pressure and meet time deadlines.
• Is able to identify and problem solve day-to-day situations and make decisions based on good judgement.
• Maintains a professional appearance and attitude.
• Ability to accept, support and implement continuous change.
• Ability to maintain strict client confidentiality.

Physical Demands - Must be met with or without a reasonable accommodation

• Extended periods of time sitting and standing at a desk and using office equipment.
• Ability to operate a personal computer/laptop for approximately 8 hours per day.
• Extended time is spent reviewing physical and electronic documents.
• The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
• Periodically, may also do light lifting of supplies and materials which weighs in at approximately 50 lbs.
• Will spend most of time in an indoor environment.

Alerus Financial is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.