• Job Description

  Req#: TELLE010879

  Northwest Teller Team Leaders oversee office operations and a team of tellers, conduct reviews, manage schedules and monitor interactions to be sure tellers are providing an excellent front-line customer experience by welcoming customers, and providing efficient and educational service. This position serves as a role model and coach to tellers to ensure that effective service, operations, and support of office sales initiatives exist within the office.

  Essential Functions
  • Have consistent, holistic financial wellness conversations utilizing the CARE (Connect, Ask, Recommend, Expand) Best practices
  • Achieve or exceed overall sales performance goals for the office team via achieving referral goals and looking for opportunities
  • Make outbound calls, work lead lists, and make referrals
  • Resolve customer / client issues and concerns
  • Provide the best customer experience possible by being courteous and efficient to all customers, in person or over the telephone
  • Ensure the efficient use of teller staffing through scheduling
  • Ensure the office audits completed are satisfactory with corrective actions implemented as needed
  • Ensure the office cash limits are being utilized and maintained, security procedures are followed, and compliance training (e-learning) is completed by the teller team while ensuring the office is operating smoothly and efficiently
  • Serve as the teller team’s primary resource for questions and support while communicating Northwest initiatives and operations updates with the tellers
  • Participate in regular office meetings as well as attend regularly scheduled operations meetings
  • Supervise and guide the office’s success of operations and audit
  • Participate in the hiring process for the teller team and completing annual performance reviews
  • Coach and mentor employees as directed on sales and customer experience
  • Cross train on additional responsibilities such as new account processing
  • Complete educational training as assigned
  • Demonstrate knowledge of Northwest products and services
  • Assigned an elevated drawer limit, check signing authority, supervisor authority through CARE, and an increased authority level in STAR
  • Responsible for scheduling teller staff, weekly cash ordering and shipments, and completing Audit Certification requirements
  • Demonstrate in-depth knowledge of all office systems including, but not limited to ECR, ED, and Coin Machine, procedures and maintenance
  • Process weekly ATM balancing and ATM maintenance functions
  • Conduct outbound business calls/referrals on a regular basis
  • Work evening hours and weekends as scheduled, assigned, or necessary
  • Perform at the Teller III level unless completing additional duties as necessary
  
  Additional Essential Functions
  • Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations
  • Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency
  • Work as part of a team
  • Work with on-site equipment
  
  Additional Responsibilities
  • Complete other duties and special projects as requested by management
  
  Safety and Health for Supervisors with Direct Reports
  • Provide leadership and positive direction for maintaining the safety and loss prevention program
  • Actively participate in and support employee participation in the safety and loss prevention program by ensuring that employees know how to properly report a safety issue, making sure that all accidents are promptly reported to Human Resources and documented, and ensuring that prompt action is taken whenever workplace hazards are identified
  • Help implement emergency procedures
  
  QUALIFICATIONS
  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  
  Education
  High School Diploma or equivalent
  
  Work Experience
  More than 7 years Customer service experience
  More than 7 years Cash handling experience
  More than 7 years Banking and/or retail experience
  Supervisory experience
  
  General Supervisory/Manager Knowledge, Skills, and Abilities
  • Ability to identify existing and potential problems, obtain and evaluate relevant information, identify possible causes of the problems, and suggest an alternative course of action including innovative or creative approaches
  • Ability to allocate and effectively use information, personnel, time, and other resources necessary for implementation of Northwest’s strategic plans
  • Ability to make decisions, render judgments, and take action on tasks within the scope of given authority in a timely fashion
  • Ability to develop, evaluate, and implement alternative courses of action, based on correct assumptions concerning resources and guidelines, and support decisions or recommendations with data or reasoning
  • Ability to present and express ideas and information effectively and concisely in an oral and/or written mode in a manner appropriate for the audience
  • Ability to listen and comprehend what others are saying and facilitate the open exchange of ideas and information
  • Ability to motivate and provide direction in the activities of others, appropriately assigning work and authority, in the accomplishment of goals; providing advice and assistance as required
  • Ability to understand and appropriately apply procedures, requirements, regulations, and policies; maintain credibility with others on specialty matters
  
  Additional Knowledge, Skills and Abilities
  Knowledge of all job related operating systems and Northwest products and services

  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 60-1.35(c)

• About the company

  If you’re looking for a customer-centric, community-oriented bank, look to Northwest. We’re a bank that knows how important our people are, and it shows in everything we do. From the teller who greets you at the drive-up window to the personal banker w...

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