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Job Summary
Supervises and coordinates the day-to-day activities of the Teller line for one or more bank branches. Manages Teller schedules ensuring continuous coverage of Teller functions and adherence to established schedules. Ensures Teller compliance with bank policies, procedures, regulations and operational guidelines. Works closely with branch management to communicate key information to the branch team regarding changes to bank policies, procedures, products and services. Leads the teller line in cross-selling, referrals and new business efforts in support of branch referral goals. Has a dotted-line reporting relationship to the Regional Operations Manager and accountable for proper compliance with branch operations. Serves as back-up to Relationship Banker as needed. Note: In Nexus/Novus branches, this position does not directly supervise Tellers but will provide operational oversight to team members and work closely with the Retail Market Manager on leadership of the team.
Job Duties and Responsibilities
• Supervises and coordinates the day-to-day activities of the Teller line for one or more bank branches including zone scheduling where available. Prepares, publishes, and coordinates staffing and scheduling to ensure proper Teller and branch coverage and ensures adherence to established schedules. Serves as a resource for tellers providing guidance and assisting with more complex transactions, reviewing and approving overrides.
• Assists Tellers in proactively and pleasantly greeting customers to establish a connection and develop rapport, providing outstanding, personalized customer service. Executes a variety of customer transactions in accordance with applicable policies and procedures, and with a high level of accuracy and efficiency.
• Assists customers with inquiries and provides issue resolution in a professional and composed manner. Escalates issues to branch management as required. Ensures each customer is thanked for their business and is treated as a valued Synovus customer.
• Listens carefully to customers to understand their financial priorities, promoting the bank’s products and services and referring customers to bank partners in support of individual and branch referral goals. Serves as Relationship Banker as needed.
• Drives referral performance on the Teller line ensuring Tellers achieve performance and referral goals. Models sales activity for Tellers by consistently meeting or exceeding referral goals. Tracks all referral activity using the Sales Management system.
• Participates in daily kick-off and huddle activities, weekly sales meetings, and sales and training activities. Champions products as assigned and shares specific product information and sales tips. Performs proactive outreach to customers and prospects during sales campaigns and promotions.
• Maintains established levels of cash in the vault and determines items that need to be ordered and/or shipped. Supplies and verifies cash to and from customers, tellers, and other branches. Prepares, verifies and ships coin and currency to corporate customers and the Federal Reserve Bank. Maintains daily log of shipments to and from the branches and prepares monthly currency transactions report.
• Serves as the Teller Insight Branch Administrator including updating user profiles, assigning authority, and performing other Teller Insight Administration tasks as required.
• Oversees the quarterly Branch Management Operations checklist ensuring all topics are discussed, reviewed, and completed according to policies, procedures and standards. Addresses areas that need improvement with individual or through a branch action plan. Works closely with branch and operations management to ensure the branch operational integrity. Ensures ethical practices are followed in all activities related to the branch including operations, customer treatment and referral activities.
• Remains up-to-date, and ensures Tellers remain up-to-date, regarding branch security policies and procedures. Assists with branch open and close procedures. Maintains alarm codes, alarm function, cameras, cash controls and other open and close activities.
• Serves as branch leader regarding customer satisfaction surveys. Monitors branch trend reporting and partners with other branch leadership to address service concerns resulting from these trends.
• Adheres to Branch Operations Standards, policies and procedures and regulatory guidelines to protect against risk. Maintains a high level of awareness to recognize and report suspected fraud. Follows the business code of conduct including reporting known or suspected violations to the appropriate Company authority in a timely fashion. Completes compliance and other assigned training on time.
• Models Synovus’ culture and values in everyday interactions with team members, customers and business partners. Effectively communicates with leadership and coworkers to promote a positive and collaborative team environment. Leads branch team in absence of Retail Market Manager or Lead Relationship Banker.
• Manages coaching, development and performance of team members. Communicates key information to team members regarding changes to bank policies, procedures, products and services. Ensures Tellers are properly trained and maintain compliance and a comprehensive understanding of bank regulations, policies, procedures, products and services.
• Proactively engages with the Regional Operations Manager. Communicates operational policy/procedure changes or reminders through in person meetings or emails. Accountable for implementation of operational procedures and branch tasks.
• Demonstrates professionalism in appearance, punctuality, and behavior. Maintains a clean, organized work area.
• Manages the annual performance management and merit processes for direct and indirect reports. Coaches and develops team members and builds a work environment where team members are engaged and feel a positive sense of achievement about their role in the company. Works closely with Human Resources regarding employee relations, compensation, training, posting and filling vacant positions and other Human Resources related matters.
• Each team member is expected to be aware of risk within their functional area. This includes observing all policies, procedures, laws, regulations and risk limits specific to their role. Additionally, they should raise and report known or suspected violations to the appropriate Company authority in a timely fashion.
• Performs other related duties as required.
The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Synovus is an Equal Opportunity Employer supporting diversity in the workplace
Minimum Education:
• High school diploma or equivalent.
Minimum Experience:
• Two years of Teller experience;
• OR One year of Teller experience and successful completion of the BSS Development program:
• OR One year of experience as a Teller Supervisor or as a Branch Manager with Teller duties;
• OR Two years of supervisory experience that includes one year of Teller experience;
• OR a Bachelor’s degree and one year of Teller experience.
Required Knowledge, Skills, & Abilities:
• Knowledge of bank branch operational functions, systems, policies and procedures
• Understanding and knowledge of bank compliance rules and regulations
• Strong interpersonal and customer service skills with ability to quickly establish rapport with customers
• Strong listening skills and a positive communicator
• Account reconciliation skills
• Careful attention to detail with ability to manage time and multi-task
• Proficiency using Microsoft Office software products.
