SENIOR TELLER

SENIOR TELLER

JOB PURPOSE

As a Senior Teller, you’ll play a pivotal role in ensuring exceptional customer service at our branch. Collaborating closely with the Operations Manager and Branch Manager, your primary focus will be on managing the Service Delivery function, encompassing Customer Service and Tellering. You’ll work towards maximizing relationship building with customers, projecting a professional image, and continuously enhancing operational efficiency.

KEY RESPONSIBILITIES

Branch Controls, Processes, Procedures, and Custodian:

• Manage branch cash transactions and transfers, adhering to established limits and protocols.
• Supervise customer service operations, including account opening and card issuance.
• Oversee branch compliance audits and control operational losses.
• Handle human resource management at the branch level.
• Ensure business continuity, administration, and physical security maintenance.

Sales & Customer Service:

• Handle cash transactions and customer inquiries efficiently within defined SLAs.
• Identify and assess client needs to increase deposits and promote bank products.
• Maintain expertise in all offered products and services for effective cross-selling.
• Contribute to branch promotion through displays, promotional materials, and events.
• Foster relationships with clients to promote uptake and utilization of bank services.

Branch Operations:

• Ensure up-to-date information for all branch customers.
• Process and deliver certificates, account information, and statements accurately and timely.
• Facilitate communication within the team and provide necessary reports.

Risk & Compliance:

• Submit accurate operational risk assessments on time.
• Ensure compliance with operational policies and procedures.
• Address deficiencies identified in audits within stipulated timelines.
• Screen customers to meet AML/CFT/CPF guidelines and monitor transactions for suspicious activity.
• Verify customer identity and documentation as per policy.

DECISION-MAKING AUTHORITY

• Authorization/approval of customer requests within prescribed guidelines.
• Limited scope for independent decision-making, primarily guided by policy and procedures.

ACADEMIC BACKGROUND

• University degree or above in a relevant business discipline such as business administration or finance.

WORK EXPERIENCE

• Minimum of 4 years in banking operations, with at least 2 years in a supervisory role.

SKILLS & COMPETENCIES

• Strong interpersonal skills for effective communication with customers and stakeholders.
• Proficiency in relevant banking products and services.
• Knowledge and application of banking policies, processes, and procedures for compliance.
• Self-empowerment to foster teamwork, trust, and a customer-service oriented culture.

PROFESSIONAL CERTIFICATION

• Diploma in Banking (AKIB) – an added advantage.

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EXPERT TIPS TO BE A SUCCESSFUL APPLICANT FOR SENIOR TELLER

1. Demonstrate Customer-Centric Approach: Showcase your ability to prioritize customer needs and provide exceptional service, highlighting past experiences where you went above and beyond to satisfy customers.
2. Emphasize Compliance Awareness: Display your understanding of regulatory requirements and your commitment to maintaining compliance standards in banking operations.
3. Highlight Leadership Skills: Discuss instances where you’ve demonstrated leadership, especially in supervisory roles, illustrating your capability to manage and motivate teams effectively.
4. Showcase Problem-Solving Abilities: Provide examples of how you’ve resolved complex issues efficiently within the banking environment, demonstrating your analytical and problem-solving skills.
5. Illustrate Sales Acumen: Describe your experience in promoting bank products and services, including successful strategies you’ve employed to cross-sell to existing and potential clients.
6. Discuss Risk Management Experience: Highlight your involvement in identifying and mitigating operational risks, showcasing your ability to uphold security protocols and protect against financial losses.
7. Exhibit Adaptability: Illustrate your flexibility in adapting to changing banking processes and technologies, emphasizing your capacity to thrive in dynamic work environments.
8. Show Continuous Learning: Demonstrate your commitment to ongoing professional development, whether through certifications, training programs, or self-directed learning initiatives.
9. Communicate Team Collaboration: Provide examples of how you’ve collaborated with colleagues to achieve common goals, showcasing your ability to work effectively within a team.
10. Express Passion for Banking: Convey your enthusiasm for the banking industry and your dedication to delivering excellence in customer service and operational efficiency.

SAMPLE COVER LETTER FOR A SENIOR TELLER

[Your Name]
[Your Address]
[City, State, Zip Code]
[Your Email Address]
[Your Phone Number]
[Date]

[Hiring Manager’s Name]
[Company Name]
[Company Address]
[City, State, Zip Code]

Dear [Hiring Manager’s Name],

I am writing to express my interest in the Senior Teller position at [Company Name], as advertised. With over [X years] of experience in banking operations, including [X years] in supervisory roles, I am excited about the opportunity to contribute to your team’s success.

Throughout my career, I have demonstrated a strong commitment to delivering exceptional customer service while ensuring compliance with regulatory standards. My experience in managing branch operations, overseeing teller transactions, and implementing risk management procedures has equipped me with the skills necessary to excel in this role.

One of my proudest achievements includes [mention a specific accomplishment or project relevant to the role]. This experience not only showcased my leadership abilities but also reinforced my dedication to optimizing operational efficiency and enhancing the customer experience.

I am particularly impressed by [Company Name]’s commitment to [mention a company value or initiative], and I am eager to contribute to your continued success. I am confident that my combination of skills, experience, and passion for banking make me a perfect fit for this role.

Thank you for considering my application. I look forward to the opportunity to discuss how my background aligns with the needs of your team further. Please find my resume attached for your review.

Sincerely,

[Your Name]

FREQUENTLY ASKED QUESTIONS

1. What are the primary responsibilities of a Senior Teller?

• The primary responsibilities include managing branch operations, overseeing teller transactions, ensuring compliance with regulatory standards, and delivering exceptional customer service.

2. What qualifications are required for the Senior Teller role?

• Candidates should have a university degree or above in a relevant business discipline, at least 4 years of experience in banking operations, including 2 years in a supervisory role, and proficiency in relevant banking products and services.

3. How can I demonstrate my suitability for the Senior Teller position during the interview?

• You can demonstrate your suitability by highlighting your experience in managing branch operations, providing exceptional customer service, ensuring compliance with regulatory standards, and showcasing your leadership and communication skills.

4. What challenges might I face in the role of a Senior Teller?

• Challenges may include managing complex transactions, ensuring compliance with regulatory changes, resolving customer inquiries and complaints, and maintaining operational efficiency in a fast-paced environment.

5. How important is teamwork in the role of a Senior Teller?

• Teamwork is essential in the role of a Senior Teller as it involves collaborating with colleagues, supervisors, and other stakeholders to achieve common goals, deliver exceptional customer service, and maintain operational efficiency.

6. What opportunities for professional development are available for Senior Tellers?

• Professional development opportunities may include training programs, certifications, workshops, and opportunities for advancement within the organization.

7. How does [Company Name] support work-life balance for Senior Tellers?

• [Company Name] values work-life balance and may offer flexible scheduling options, employee assistance programs, wellness initiatives, and other benefits to support the well-being of Senior Tellers.

8. Can Senior Tellers work remotely, or is it an on-site role?

• Senior Teller roles may vary depending on the organization’s policies and requirements. Some positions may offer remote work options, while others may require on-site presence.

9. What are the performance expectations for Senior Tellers?

• Performance expectations may include meeting customer service targets, achieving operational efficiency goals, adhering to compliance standards, and contributing to the overall success of the branch.

10. How does [Company Name] promote diversity and inclusion in its workforce?

• [Company Name] is committed to attracting and retaining a diverse workforce and may offer initiatives such as diversity training, employee resource groups, mentorship programs, and inclusive hiring practices.

POSSIBLE SENIOR TELLER INTERVIEW QUESTIONS WITH ANSWERS

1. Can you describe a challenging customer interaction you’ve experienced in your previous role? How did you handle it?

• Answer: “In my previous role, I encountered a customer who was dissatisfied with a service issue. I actively listened to their concerns, empathized with their situation, and took proactive steps to address the issue promptly. By providing personalized assistance and finding a satisfactory resolution, I was able to turn the situation around and leave the customer satisfied.”

2. How do you stay updated on regulatory changes and compliance requirements in the banking industry?

• Answer: “I regularly participate in training sessions, workshops, and industry seminars to stay informed about regulatory changes and compliance requirements. Additionally, I closely follow updates from regulatory authorities and leverage resources such as industry publications and online forums to stay updated.”

3. Can you provide an example of a time when you had to lead a team through a challenging situation?

• Answer: “During a peak period at the branch, we faced unexpected technical issues that disrupted our operations. As the team leader, I quickly assessed the situation, delegated tasks effectively, and maintained open communication with team members. By coordinating our efforts and adapting to the situation, we were able to overcome the challenge and minimize the impact on customer service.”

4. How do you prioritize tasks and manage competing priorities in a fast-paced environment?

• Answer: “I prioritize tasks based on urgency and importance, considering the impact on customer service and operational efficiency. I utilize time management techniques such as creating to-do lists, setting deadlines, and delegating tasks when necessary. By staying organized and focused, I can effectively manage competing priorities and meet deadlines.”

5. How do you handle stressful situations or high-pressure environments?

• Answer: “I maintain a calm and composed demeanor, focus on problem-solving, and prioritize tasks to manage stress in high-pressure environments. I also practice self-care techniques such as deep breathing exercises and taking short breaks when needed. By staying proactive and maintaining perspective, I can effectively navigate stressful situations.”

ROUGH SALARY RANGE ESTIMATE: $40,000 – $60,000 per year, depending on experience and qualifications.

We wish you the best in your application process. [Company Name] is committed to attracting and retaining the best employees from all backgrounds, and we do not charge any application or recruitment fees, whether refundable or not. We look forward to welcoming you to our team.

THE KENYAN JOB-FINDER