Teller Operations Coordinator

$33,000 - $44,000/Yr

First Tennessee Bank - Asheville, NC

Full-time - Entry Level

Asheville, NC

Management of Companies and Enterprises

About the position

The Teller Operations Coordinator at First Horizon National Corporation plays a crucial role in the banking center, acting as the heartbeat of operations. This position is centered around providing exceptional customer service while also ensuring the smooth functioning of teller operations. The coordinator is responsible for monitoring and training team members, identifying sales opportunities, and educating customers about the bank's products and services. This role is ideal for individuals who enjoy building customer relationships and thrive in a collaborative team environment. In this position, you will lead the Customer Service Satisfaction initiatives of the Banking Center, addressing and resolving customer issues in alignment with the bank's goals. You will also oversee the Technical Performance of the Financial Center, maintaining control over key risk areas such as teller discrepancies, operational losses, and compliance with audit control procedures. This includes resolving out-of-balance conditions and ensuring adherence to quarterly and annual audit functions. As a Teller Operations Coordinator, you will handle cash management responsibilities, including maintaining a cash drawer and a single control vault, ensuring compliance with all audit and security policies. You will manage the workflow and scheduling of tellers, evaluate employee performance, and identify training needs to establish performance plans. Additionally, you will be responsible for cross-selling bank products and services, conducting teller meetings to communicate new policies, and ensuring continuous staff development. Your role will also involve explaining product benefits and requirements to both customers and tellers, ensuring maximum efficiency in the teller line, and adhering to all audit and security policies during customer service hours. You will monitor daily balancing and processing of ATMs, verify deposits, and alert tellers to any suspected fraudulent activities. Ultimately, you will be accountable for maintaining the integrity of cash records and ensuring that the total cash in the branch is balanced daily.

Responsibilities

• Leads the Customer Service Satisfaction of the Banking Center, including resolving customer issues with a manner that is consistent with goals.
• Leads the Technical Performance of the Financial Center through maintaining control over key risk areas of the center, including tellers difference, operational losses, and audit control procedures.
• Handle a cash drawer; ensuring proper control of cash drawer; follow all audit and security policies and procedures.
• Handle single control vault, ensuring proper control of vault cash, follow all audit and security policies and procedures.
• Maintain workflow and handle scheduling the tellers.
• Responsible for evaluating the employee's performance and counseling when needed.
• Determine and satisfy training needs and establishing performance plans.
• Cross-sells and makes referrals to generate new business and additional services, promote bank products, and further establish business relationships.
• Conduct teller meetings to develop a communication line to explain and institute new policies and to ensure continuous development of staff.
• Assists in conducting meetings to promote sales, product knowledge and customer service.
• Explains product benefits, changes, restrictions, requirements, and any other relevant product information to customers and tellers.
• Responsible for ensuring proper control and maximum efficiency in the teller line.
• Ensures all audit and security policies and procedures are followed during customer service hours and at banking office opening and closing.
• Control the inventory of cash, Traveler's checks, Official Checks and Personal Money Orders through dual control.
• Monitors the daily balancing and processing of ATM, including the processing of all entries, servicing and required audits.
• Responsible for the verification of deposits in the night and lobby depository.
• Alerts tellers about any suspected fraud, kiting, theft or other illegal activity.
• Secures all applicable cash records and all other transaction records, supplies and computer equipment at the end of the work day.
• Responsible for monitoring, controlling teller cash limits and branch cash.
• Accountable for ensuring that the total cash in the branch is balanced daily.
• Coordinate and assist with the dual control vault responsibilities.
• Use good judgment and follow bank policies when overriding transactions for tellers with withdrawals/less cash authority.

Requirements

• Proven experience in a customer service role, preferably in a banking or financial services environment.
• Strong leadership skills with the ability to train and motivate team members.
• Excellent communication skills, both verbal and written.
• Ability to handle cash and maintain accurate financial records.
• Strong problem-solving skills and attention to detail.
• Knowledge of banking products and services is preferred.
• Ability to work in a fast-paced environment and manage multiple tasks.

Nice-to-haves

• Experience with cash management and vault operations.
• Familiarity with banking regulations and compliance standards.
• Sales experience in a financial services context.

Benefits

• Competitive salary within the range of $33k - $44k per year.
• Opportunities for professional development and training.
• Comprehensive health insurance options.
• 401(k) retirement savings plan with company match.
• Paid time off and holidays.