Teller Operations Coordinator

First Horizon Bank - Chattanooga, TN

Full-time - Mid Level

Chattanooga, TN

5,001-10,000 employees

Credit Intermediation and Related Activities

About the position

As a Teller Operations Coordinator at First Horizon Bank, you will play a crucial role in the daily operations of our banking centers. This position is designed for individuals who are passionate about providing exceptional customer service and have a knack for leading and training team members. You will be responsible for monitoring the performance of the banking center, ensuring compliance with audit and security policies, and maintaining a high level of customer satisfaction. Your role will involve working closely with clients to identify sales opportunities and educate them about our products and services. If you thrive in a team environment and enjoy building lasting customer relationships, this position could be the perfect fit for you. In this role, you will lead the customer service satisfaction efforts of the banking center, addressing and resolving customer issues in a manner that aligns with our organizational goals. You will also oversee the technical performance of the financial center, maintaining control over key risk areas, including teller discrepancies, operational losses, and compliance with audit procedures. Your responsibilities will include managing cash drawers and vaults, ensuring proper cash control, and following all security protocols. You will be tasked with scheduling tellers, evaluating employee performance, and identifying training needs to enhance team capabilities. Additionally, you will conduct meetings to promote sales, product knowledge, and customer service excellence. You will explain product benefits and requirements to both customers and tellers, ensuring that all audit and security policies are adhered to during service hours. Your role will also involve monitoring daily ATM processing, verifying deposits, and alerting tellers to any suspected fraudulent activities. By maintaining a balanced cash inventory and coordinating dual control vault responsibilities, you will ensure the overall efficiency and security of the teller line.

Responsibilities

• Lead the Customer Service Satisfaction of the Banking Center, resolving customer issues effectively.
• Oversee the Technical Performance of the Financial Center, maintaining control over key risk areas.
• Handle a cash drawer and ensure proper control of cash, following all audit and security policies.
• Manage the single control vault, ensuring proper control of vault cash and compliance with security procedures.
• Maintain workflow and handle scheduling for tellers.
• Evaluate employee performance and provide counseling as needed.
• Determine training needs and establish performance plans for team members.
• Cross-sell and make referrals to generate new business and promote bank products.
• Conduct teller meetings to communicate new policies and ensure continuous staff development.
• Explain product benefits and requirements to customers and tellers.
• Ensure maximum efficiency in the teller line and adherence to audit policies during service hours.
• Control inventory of cash and checks through dual control processes.
• Monitor daily balancing and processing of ATM transactions, including required audits.
• Verify deposits in night and lobby depositories.
• Alert tellers about suspected fraud or illegal activities.
• Secure cash records and transaction records at the end of the workday.
• Monitor and control teller cash limits and branch cash, ensuring daily balance.

Requirements

• High school diploma or equivalent; bachelor's degree preferred.
• 2-5 years of related experience or equivalent combination of education and experience.
• Experience with a 10 key calculator and Microsoft Word, Excel, Outlook.
• Prior Teller Experience preferred.

Nice-to-haves

• Leadership skills
• Strong customer service skills
• Sales experience

Benefits

• Wellness program
• Health savings account
• Health insurance
• Dental insurance
• Tuition reimbursement
• Parental leave
• 401(k) with 6% match
• Vision insurance
• 401(k) matching