Head Teller Supervisor/Back-Up Personal Banker

Work Location:

1077 Freeport Rd

Pittsburgh, PA 15238

Work Hours:

Monday - Friday8:30 am - 5:00 pm

(Must be flexible around branch hours)

Function: Assumes responsibility for the efficient and effective operation of customer service activities while performing frontline/teller and platform/banker duties.

Duties and Responsibilities:

• Successful completion of Frontline & Platform Training plan as assigned by Consumer Bank Training.

• Successful completion of the RSS training Rotation as assigned by Consumer Bank Training in conjunction with Retail Operations.

• Assumes responsibility for the efficient and effective operation of customer service activities by:

  • Completing Banker leadership (STELLA)R classes as assigned by Employee Services

  • Completing of Leadership courses as scheduled by Consumer Bank training.

  • Establishing schedules and ensuring that prescribed operating policies and procedures are implemented and followed.

  • Coaching staff regarding the use of Customer Service Information Inquiry Computer Systems, Retail Customer Service Expectations, Product Knowledge, and knowledge of S&T policies and procedures to protect customers and the bank from fraud and to successfully operate a customer service window.

  • Allocating work and assisting in training personnel.

  • Handling difficult problems and unusual tasks in a manner consistent with the bank's policies.

  • Having satisfactory Operational Assessment Review audit (OAR)

• Maintains a positive relationship with bank customers and seeks to contribute to branch sales goals by consistently recommending S&T products and services.

• Ensures daily operational excellence duties.

• Assists customer service representatives with proof and reconcilement problems.

• Operates a customer service window and performs transactions.

• Oversees maintenance of vault cash levels, coin and currency shipments, and related responsibilities.

• Oversees branch reporting requirements, such as monthly tracking sheets and logs.

• Acts as the back-up Personal Banker in the office by:

  • Uses the following key sales functions to deliver exceptional customer service and ensure complete customer satisfaction,
    while meeting and exceeding established sales goals:

    • Profile customers to determine and recommend appropriate S&T products, services and solutions.

    • Utilizes all sales tools as provided to enhance the customer experience and sales conversation. Example tools but not limited are: LoanFit, sales binder, etc.

    • Completes the S&T sales process and customer focused conversation with each customer, document notes in appropriate system for all banker access in future interactions.

    • Successfully profiles customers on computer systems, asks personal and banking questions to identify customers' financial goals and needs.

    • Closes business and performs follow-up calls to ensure customer satisfaction.

    • Builds professional relationships with customers to help further define their needs and increase their loyalty to S&T Bank.

    • Demonstrates a complete understanding of the S&T sales process and a comprehensive knowledge of S&T policies and procedures to successfully identify add-on selling opportunities and make recommendations to customers based on their needs.

• Contributes to Branch goals and sales and service standards as outlined in branch playbook and detailed by Branch Management

  • Executes professional sales and service behaviors in alignment with Bank's Our Shared Future purpose, five values and core drivers.

• Performs follow-up calls to new account customers to determine satisfaction and additional leads.

• Performs outbound calls as outlined in the branch playbook with reference to sample scripts in the sales & service Guide and proposed potential customer lists provided to grow existing customer relationships.

• Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Prepares loan applications using LOS software and coordinates loan document preparation. Maintains a good working relationship with bank employees in other departments. Demonstrates strong interpersonal skills with the ability to work independently, as well as motivated to work as a team player to contribute to the success of the branch and in turn, the organization.

• Completes NLMS requirements as part of the S.A.F.E. Act certification. Proof of registration with the registry and verification of a unique identifier as established under the guidelines of the S.A.F.E. Act is required upon hire and/or must be obtained prior to performing the duties of a Mortgage Loan Originator, as defined by the Act. This registration must be maintained annually in accordance with the S.A.F.E. Act.

• Performs additional non-exempt duties as required.

Physical Demands:

Operates a keypad device: 70% of the day; operates electronic equipment: 10% of the day; operates office equipment: 10% of the day. Standing is required 2 hours per day in a straight position. Sitting is required 5 hours per day in a leaning position. Routinely lifts up to 10 lbs., 2 times per day. Maximum lift is 20 lbs., one time per day. Must be able to occasionally lift and/or move up to 50 lbs. Use of manual dexterity skills for typing and data entry up to 40% of the business day. Specific vision requirements include close vision of 18"-20" for computer work. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education:

Requires a high school diploma or equivalent, plus specialized training or a two-year degree.

Experience:

Two to five years of general business experience, one to two years of supervisory experience preferred. Successful completion of the retail training program required.

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)

Salary Range: