Merchants Bank, Lakeville, is seeking a Lead Teller/Customer Service Representative. We are looking for a proven leader who is comfortable leading a team to proactively develop and maintain customer relationships.
Job duties include supervising Teller staff, completing banking transactions, relationship building with customers, and opening new deposit accounts. The ideal candidate would have leadership and Teller experience. Must be able to work under pressure and have good judgment.
Please apply in person at Merchants Bank, Lakeville, 18550 Joplin Ave, online at www.merchantsbank.com/about/careers, or e-mail NLMessenger@merchantsbank.com with a cover letter and resume or to request an application. Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Merchants Bank is committed to providing each employee with a responsible position, training and supervision. This commitment is maintained with the expectation that each employee perform their duties and responsibilities in an excellent manner.
This position serves as an onsite team leader for all Teller functions, to ensure quality customer service, relationship building efforts, and processes are meeting standards on a daily basis. Knowledge of teller duties, procedures, and bank products is critical. Close interaction with the other Lead Tellers is critical to coordinate efforts and ensure a smooth operation. Serves as a role model and monitors Tellers’ relationship building behaviors. Assists in monitoring relationship building activities. This position will be a working teller also.
Position requires a general knowledge of Bank operations and various departmental policies. Must exercise independent judgment in a variety of situations. Position also requires organizational ability, initiative, and the ability to lead others. Responsible for helping to ensure relationship building goals are met. Monitors customer service standards to ensure excellent service is being provided. Monitors teller offages and sends to the appropriate personnel for approval of any offage over $25.
The successful teller is one who excels in many areas. Detailed aspects of each area are as follows:
Customer Service (Internal and External):
Tellers play a vital role in providing service. For many customers, tellers are their primary contact with the bank. Customer Service is measured by the degree to which the teller provides excellent service to customers and maintains constructive relationships with co-workers to ensure a more positive working atmosphere.
Adheres to Bank customer service standards described in Service Plus and Welcome Home as follows:
Customer Service Representative back-up duties:
Specific skills demonstrating work habits include:
Specific skills demonstrating dependability include:
Lead Tellers may be asked to accept additional duties to provide efficient office operation and to enhance the Lead Teller’s opportunity for advancement. Other duties are measured by the degree to which the Lead Teller assists in overall office operations to accomplish necessary functions and maintain the ATM, vault, cash items, auditing official checks, night deposit, drive-up window, auditing travelers’ checks, etc.
Specific skills demonstrating the ability to perform other duties include:
At appropriate intervals (first 90 days, 6 months, 12 months) your supervisor will conduct a performance appraisal. Using the Performance and Development Agreement for tellers, your supervisor will evaluate the your present level of performance, assess each performance factor, discuss areas in need of improvement, set goals for future development, and establish expectations for the next appraisal period.
The levels of performance ratings are defined as follows:
Exceeds: – The Lead Teller consistently performs in an excellent manner that continuously exceeds normal requirements and expectations. Performance provides a model for excellence.
Achieves – The Lead Teller performs in an above average manner in which requirements and expectations are consistently accomplished. Frequently, accomplishes more than is expected.
Meets Some – The Lead Teller generally meets minimum levels of performance and may occasionally experience some difficulty in meeting significant job requirements and expectations. The Lead Teller is required to improve performance with additional effort, guidance, training and experience.
Does not meet – The Lead Teller fails to meet minimum requirements and expectations.
Inside environmental conditions. No environmental hazards such as chemicals. Constant use of equipment, including, but not limited to, use of the telephone, fax machine, copier, coin machine, adding machine, scanning machine, and computer.
Predominately standing for extended periods, walking between units. Lifting and carrying of coin not in excess of 35 lbs. Average ability in manual dexterity, finger dexterity, and motor coordination. Able to speak, see, and hear.
Responsible to Personal Banking Manager for fulfillment of duties.
Will have extensive contact with internal and external customers, and is to conduct relationships in a manner that will enhance overall image of the Bank.
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Lakeville Area Chamber of Commerce
19950 Dodd Boulevard, Suite 101
Lakeville, MN 55044