Lead Teller / Universal Banker II
Merchants Bank, Apple Valley, MN, United States
Merchants Bank, Rosemount/Apple Valley has an opening for a Lead Teller / Universal Banker.
Job duties include supervising and coaching Teller staff, completing various banking and financial transactions, account inquiries, and opening new deposit account relationships. You will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers.
Teller and leadership experience desired. Must have strong communication skills, be comfortable with extensive customer contact, have sales experience, and a strong ability to multi‑task and prioritize.
The position will be 40 hours, Monday‑Friday 7:30am‑5pm with a Saturday morning rotation. Shifts will occur at both locations.
Merchants Bank offers competitive wages and benefits for our full‑time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.
Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Job Summary
As a Lead Teller/Universal Banker, you will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers. 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. You will serve as a primary point of contact for customers, assisting them with various banking and financial transactions, account inquiries, opening new account relationships and safe deposit boxes, and making product recommendations in an efficient and friendly manner. The Lead Teller/Universal Banker will play a crucial role in building customer relationships and fraud prevention.
Responsibilities of Lead Teller/Universal Banker role
Knowledge and ability to effectively provide work direction and/or supervision
Ability to independently respond to questions & resolve problems encountered from all levels of tellers
Responsible for initial onboarding and training of new tellers to the branch/market
Ability to effectively prioritize conflicting demands
Ability to effectively establish scheduling to accommodate staffing level needs and understand staffing models
Ability to effectively resolve issues between tellers and other bank departments
Independently resolves complex problems and issues using sound judgment
Responsible for monitoring and enforcing drawer levels
Identifies and resolves teller balancing issues
Provides coaching and mentoring to all tellers in the branch/market
Responds to basic HR related issues and conducts performance reviews for assigned staff
Provides input to teller hiring and salary review processes
Assist with compliance, branch, and security audits
Serve as a Vault Attendant
May act as branch security officer
May be required to attend occasional meetings at various bank locations
Open & maintenance basic checking and savings deposit accounts, business accounts, IRAs, HSAs, and CDs
Open, close and maintain safe deposit boxes
Community Engagement and External Sales Activity as directed
Be proficient in Consumer Credit Card and ODP lending
May conduct administrative duties at the branch level
Exceptional Customer Service:
Ensure that internal and external customers receive outstanding service from every employee and speak up when they do not
Be efficient and accurate when processing customer transactions, as outlined in current policies and procedures
Provide excellent customer service by greeting customers, seeking to understand their needs, and offering them personalized solutions
Provide high‑quality consultative conversations to uncover needs and opportunities
Resolve customer issues and concerns promptly and effectively; elevate when needed
Be proficient and happily able to assist customers on the systems including internet banking products, bill pay, e‑statements, mobile banking, telephone banking and anything else the customer may need assistance with
Stay calm, professional and focused under pressure
Relationship Building:
Build strong relationships with customers to understand their financial goals and identify opportunities to meet their needs
Foster long‑term customer loyalty through ongoing relationship management and exceptional service
Build strong internal relationships with immediate coworkers and Merchants Bank employees in all shared services areas
Sales and Business Development:
Meet or exceed individual sales targets for banking products (such as deposit accounts, loans and credit cards)
Conduct outbound sales activities (such as prospecting, lead generation, and follow‑up on sales opportunities) as directed by supervisor
Collaborate with other team members to achieve branch sales goals and contribute to overall business growth
Respond to all customer inquiries and forward any appropriate requests to other departments
Promote bank products by answering inquiries; inform customers of new services and product promotions
Attend external customer meetings as requested
Product Knowledge:
Maintain in‑depth knowledge of the bank's products, services, and promotions
Educate customers on the features, benefits, and terms of various banking products to help them make informed decisions
Stay updated on industry trends, regulatory changes, and competitive offerings to provide accurate and up‑to‑date information to customers
Compliance and Risk Management:
Complete all required compliance training and certifications on time to maintain a comprehensive understanding of compliance requirements
Collect Privacy Codes/Security word as well as update email addresses and contact numbers
Process transactions efficiently and accurately, ensuring compliance with internal policies, procedures, controls, and banking regulations
Follow all bank policies, procedures, and regulatory guidelines to ensure compliance and mitigate risk
Adhere to security and fraud prevention measures to safeguard customer information and bank assets
Disseminate information regarding legal and fraud issues to protect customers and retailers against fraud
Operations:
Perform various administrative and operational tasks when opening and closing accounts, account maintenance and changes, and documentation. Follow maintenance and closed account procedures for all types of deposit accounts
Update central file information when working with account portfolios and compliance regulated forms
Accurately submit customer workflow/task requests as required in the appropriate systems
Review the daily overdraft report to proactively catch your customers before they default
Comply with any and all audit regulations concerning the security of your work area and branch location
When working in the Teller area, process financial transactions including receiving deposits and loan payments, cashing checks, issuing withdrawals, recording night deposits, selling cashier's checks and money orders as well as answering customer questions. Maintain a balanced cash drawer and maintain an accurate supply of cash and coin
Organize time to complete duties without sacrificing service to customers
Maintain a neat and organized work area
Performs all other duties, as assigned, to increase performance of Merchants
Accept request to cross‑train for additional duties
Teamwork/Relationships:
This position will report directly to Universal Banking Manager or Retail Banking Manager (depending on market) with performance and direction engagement from the Market President
Collaborate with other team members to ensure branch operations run smoothly and efficiently
Respond to supervisory guidance and direction, ask good questions, listen and do the appropriate detective work to either help yourself or our customers
Active and willing to work at trade shows, promotional events, and marketing activities during work hours and on evenings and weekends as requested
Participate in community activities to actively promote the bank
Contribute to a positive working environment through words and actions
Avoid personal phone calls, text messages, and non‑business related emails (internal and external), and internet usage unless in an urgent situation
Regular and dependable on‑time attendance is an essential function of the job
Experience and Skill Requirements
High school diploma or equivalent
A minimum of 6 months of front‑line banking experience; preferably Teller experience
Leadership or management experience preferred
High degree of tact and professionalism
Strong communication and interpersonal skills
Strong customer service skills and experience
Demonstrated success working onsite and adhering to a work schedule
Flexibility to work varied shifts and hours (including Saturdays)
Demonstrated success handling difficult customer situations
Demonstrated ability to stop, pause and speak up when concerned about a coworker’s or customer’s behavior
Ability to use intuition and common sense to carry out instructions, understand procedures, speak professionally and clearly to customers and employees as well as to elevate to supervisor when needed
Strong time management skills and the ability to multi‑task and prioritize
Strong math skills and abilities
Strong computer system proficiency
Ability to learn and follow established regulatory and compliance guidelines, policies and procedures
Strong attention to detail
A genuine desire to have engaging conversations with customers to identify and solve customer needs, as well as to offer additional appropriate products and service solutions
Physical Working Conditions
Climate‑controlled inside working environment with low noise level. No environmental hazards or chemicals. While performing the duties of this job, the employee is regularly required to sit and stand; must occasionally lift and/or move up to 35 pounds. This position requires extensive work on a computer system.
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Job duties include supervising and coaching Teller staff, completing various banking and financial transactions, account inquiries, and opening new deposit account relationships. You will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers.
Teller and leadership experience desired. Must have strong communication skills, be comfortable with extensive customer contact, have sales experience, and a strong ability to multi‑task and prioritize.
The position will be 40 hours, Monday‑Friday 7:30am‑5pm with a Saturday morning rotation. Shifts will occur at both locations.
Merchants Bank offers competitive wages and benefits for our full‑time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.
Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.
Job Summary
As a Lead Teller/Universal Banker, you will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers. 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. You will serve as a primary point of contact for customers, assisting them with various banking and financial transactions, account inquiries, opening new account relationships and safe deposit boxes, and making product recommendations in an efficient and friendly manner. The Lead Teller/Universal Banker will play a crucial role in building customer relationships and fraud prevention.
Responsibilities of Lead Teller/Universal Banker role
Knowledge and ability to effectively provide work direction and/or supervision
Ability to independently respond to questions & resolve problems encountered from all levels of tellers
Responsible for initial onboarding and training of new tellers to the branch/market
Ability to effectively prioritize conflicting demands
Ability to effectively establish scheduling to accommodate staffing level needs and understand staffing models
Ability to effectively resolve issues between tellers and other bank departments
Independently resolves complex problems and issues using sound judgment
Responsible for monitoring and enforcing drawer levels
Identifies and resolves teller balancing issues
Provides coaching and mentoring to all tellers in the branch/market
Responds to basic HR related issues and conducts performance reviews for assigned staff
Provides input to teller hiring and salary review processes
Assist with compliance, branch, and security audits
Serve as a Vault Attendant
May act as branch security officer
May be required to attend occasional meetings at various bank locations
Open & maintenance basic checking and savings deposit accounts, business accounts, IRAs, HSAs, and CDs
Open, close and maintain safe deposit boxes
Community Engagement and External Sales Activity as directed
Be proficient in Consumer Credit Card and ODP lending
May conduct administrative duties at the branch level
Exceptional Customer Service:
Ensure that internal and external customers receive outstanding service from every employee and speak up when they do not
Be efficient and accurate when processing customer transactions, as outlined in current policies and procedures
Provide excellent customer service by greeting customers, seeking to understand their needs, and offering them personalized solutions
Provide high‑quality consultative conversations to uncover needs and opportunities
Resolve customer issues and concerns promptly and effectively; elevate when needed
Be proficient and happily able to assist customers on the systems including internet banking products, bill pay, e‑statements, mobile banking, telephone banking and anything else the customer may need assistance with
Stay calm, professional and focused under pressure
Relationship Building:
Build strong relationships with customers to understand their financial goals and identify opportunities to meet their needs
Foster long‑term customer loyalty through ongoing relationship management and exceptional service
Build strong internal relationships with immediate coworkers and Merchants Bank employees in all shared services areas
Sales and Business Development:
Meet or exceed individual sales targets for banking products (such as deposit accounts, loans and credit cards)
Conduct outbound sales activities (such as prospecting, lead generation, and follow‑up on sales opportunities) as directed by supervisor
Collaborate with other team members to achieve branch sales goals and contribute to overall business growth
Respond to all customer inquiries and forward any appropriate requests to other departments
Promote bank products by answering inquiries; inform customers of new services and product promotions
Attend external customer meetings as requested
Product Knowledge:
Maintain in‑depth knowledge of the bank's products, services, and promotions
Educate customers on the features, benefits, and terms of various banking products to help them make informed decisions
Stay updated on industry trends, regulatory changes, and competitive offerings to provide accurate and up‑to‑date information to customers
Compliance and Risk Management:
Complete all required compliance training and certifications on time to maintain a comprehensive understanding of compliance requirements
Collect Privacy Codes/Security word as well as update email addresses and contact numbers
Process transactions efficiently and accurately, ensuring compliance with internal policies, procedures, controls, and banking regulations
Follow all bank policies, procedures, and regulatory guidelines to ensure compliance and mitigate risk
Adhere to security and fraud prevention measures to safeguard customer information and bank assets
Disseminate information regarding legal and fraud issues to protect customers and retailers against fraud
Operations:
Perform various administrative and operational tasks when opening and closing accounts, account maintenance and changes, and documentation. Follow maintenance and closed account procedures for all types of deposit accounts
Update central file information when working with account portfolios and compliance regulated forms
Accurately submit customer workflow/task requests as required in the appropriate systems
Review the daily overdraft report to proactively catch your customers before they default
Comply with any and all audit regulations concerning the security of your work area and branch location
When working in the Teller area, process financial transactions including receiving deposits and loan payments, cashing checks, issuing withdrawals, recording night deposits, selling cashier's checks and money orders as well as answering customer questions. Maintain a balanced cash drawer and maintain an accurate supply of cash and coin
Organize time to complete duties without sacrificing service to customers
Maintain a neat and organized work area
Performs all other duties, as assigned, to increase performance of Merchants
Accept request to cross‑train for additional duties
Teamwork/Relationships:
This position will report directly to Universal Banking Manager or Retail Banking Manager (depending on market) with performance and direction engagement from the Market President
Collaborate with other team members to ensure branch operations run smoothly and efficiently
Respond to supervisory guidance and direction, ask good questions, listen and do the appropriate detective work to either help yourself or our customers
Active and willing to work at trade shows, promotional events, and marketing activities during work hours and on evenings and weekends as requested
Participate in community activities to actively promote the bank
Contribute to a positive working environment through words and actions
Avoid personal phone calls, text messages, and non‑business related emails (internal and external), and internet usage unless in an urgent situation
Regular and dependable on‑time attendance is an essential function of the job
Experience and Skill Requirements
High school diploma or equivalent
A minimum of 6 months of front‑line banking experience; preferably Teller experience
Leadership or management experience preferred
High degree of tact and professionalism
Strong communication and interpersonal skills
Strong customer service skills and experience
Demonstrated success working onsite and adhering to a work schedule
Flexibility to work varied shifts and hours (including Saturdays)
Demonstrated success handling difficult customer situations
Demonstrated ability to stop, pause and speak up when concerned about a coworker’s or customer’s behavior
Ability to use intuition and common sense to carry out instructions, understand procedures, speak professionally and clearly to customers and employees as well as to elevate to supervisor when needed
Strong time management skills and the ability to multi‑task and prioritize
Strong math skills and abilities
Strong computer system proficiency
Ability to learn and follow established regulatory and compliance guidelines, policies and procedures
Strong attention to detail
A genuine desire to have engaging conversations with customers to identify and solve customer needs, as well as to offer additional appropriate products and service solutions
Physical Working Conditions
Climate‑controlled inside working environment with low noise level. No environmental hazards or chemicals. While performing the duties of this job, the employee is regularly required to sit and stand; must occasionally lift and/or move up to 35 pounds. This position requires extensive work on a computer system.
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