JOB PURPOSE

The role holder is responsible for offering quality cash services.

JOB CONTEXT

A Teller is expected to deliver quality service to customers through efficient and accurate processing, while projecting a professional and warm image in all interpersonal communications. He/she is also required to maintain competitive turnaround time and process transactions accurately.

Serve as a proactive team member in the branch. Deliver quality service through efficient processing while maintaining competitive turnaround time.

KEY RESPONSIBILITIES

1. Sales & Service Management

• Process all day counter transactions for cash/cheque deposit/withdrawals to the respective accounts/customers.
• Process all foreign transactions that are within the branch limit.
• Process all outward cheques in the Sybrin system and register them in inward and outward registers.
• Monitor all teller tills and prepare daily till reports.
• Handle and resolve customer inquiries/complaints within teller knowledge in a professional manner.
• Perform general reconciliation and control activities, especially on daily used suspense accounts.
• Prevent frauds and shortages (including shortages from customers/BOT) by ensuring all cash paid to central cash/customers is properly counted.
• Ensure professionalism when delivering services to customers as referred in the service quality manual.
• Act as an alternative vault and ATM custodian.
• Act as an alternative CSO as per CSO job description.
• Complete Treasury dealings foreign exchange transactions.
• Maintain minimum standards of cleanliness in the auto lobby and ensure automated machines are functioning properly.
• Sell and cross-sell bank products through customer interactions.
• Ensure compliance with the bank’s policy, standards, local laws, regulations, controls, and procedures.
• Identify shortfalls in customer transactions that could place the bank at risk.
• Identify fraudulent transactions that may cause loss to the bank.

2. Relationship Management & Customer Service

• Deliver good customer service to both existing and walk-in customers.
• Create and monitor customer deposit and withdrawal trends.
• Advise on service enhancement areas within the branch.
• Keep self and supervisors updated on feedback provided for products and services delivered.
• Achieve a minimum customer satisfaction rating of ‘very satisfied’.
• Deliver appropriate product solutions and services to customers to capture at least 75% of customer wallet share.
• Develop strong internal relationships to support successful customer servicing and sales target delivery.
• Build a strong local profile for self and the bank through positive involvement in community activities.
• Advise/update customers on tariffs, policies, procedures, and changes to products or accounts.

3. Risk & Compliance

• Ensure implementation and monitor compliance regarding money laundering prevention as specified by Group Policy, standards, and local regulations.
• Ensure compliance with operational risks, e.g., KYC, anti-money laundering measures, and other Group controls.
• Ensure adherence to controls and procedures on “Know Your Customer” for Customer Due Diligence.
• Follow guidelines for the submission of Suspicious Transactions Reports issued by the Head of Legal and Compliance / Country Money Laundering Prevention Officer.
• Adhere to “Know Your Customer” guidelines and procedures for account opening and cross-border account opening referrals.

4. Administration & Teamwork

• Follow up on all pending transactions to ensure completion.
• Submit all required teller reports in the timely manner.
• Provide feedback and trend performance analysis for transactional products.
• Provide feedback to various departments (e.g., IT, Operations) on staff and system performance.
• Provide honest feedback on the performance of colleagues.
• Share knowledge and best practices with team members.

JOB PROFILE

Experience & Qualifications

• Degree in Business Administration, Accounting, Finance, Commerce, or Banking.
• Minimum 3 years of experience required.
• Customer-focused and result-oriented.
• Sales experience in a financial environment.
• Good verbal and written communication skills in languages relevant to assigned accounts.
• Ability to pull resources together to sell and deliver customer solutions.
• Good organizational and time management skills.
• Result-oriented team player.

Skills, Capabilities & Personal Attributes

• Customer Service
• Communication
• Business Acumen
• Interpersonal Skills
• Planning & Organizing
• Relating & Networking

• Process all day counter transactions for cash/cheque deposit/withdrawals to the respective accounts/customers.
• Process all foreign transactions that are within the branch limit.
• Process all outward cheques in the Sybrin system and register them in inward and outward registers.
• Monitor all teller tills and prepare daily till reports.
• Handle and resolve customer inquiries/complaints within teller knowledge in a professional manner.
• Perform general reconciliation and control activities, especially on daily used suspense accounts.
• Prevent frauds and shortages (including shortages from customers/BOT) by ensuring all cash paid to central cash/customers is properly counted.
• Ensure professionalism when delivering services to customers as referred in the service quality manual.
• Act as an alternative vault and ATM custodian.
• Act as an alternative CSO as per CSO job description.
• Complete Treasury dealings foreign exchange transactions.
• Maintain minimum standards of cleanliness in the auto lobby and ensure automated machines are functioning properly.
• Sell and cross-sell bank products through customer interactions.
• Ensure compliance with the bank’s policy, standards, local laws, regulations, controls, and procedures.
• Identify shortfalls in customer transactions that could place the bank at risk.
• Identify fraudulent transactions that may cause loss to the bank.
• Deliver good customer service to both existing and walk-in customers.
• Create and monitor customer deposit and withdrawal trends.
• Advise on service enhancement areas within the branch.
• Keep self and supervisors updated on feedback provided for products and services delivered.
• Achieve a minimum customer satisfaction rating of ‘very satisfied’.
• Deliver appropriate product solutions and services to customers to capture at least 75% of customer wallet share.
• Develop strong internal relationships to support successful customer servicing and sales target delivery.
• Build a strong local profile for self and the bank through positive involvement in community activities.
• Advise/update customers on tariffs, policies, procedures, and changes to products or accounts.
• Ensure implementation and monitor compliance regarding money laundering prevention as specified by Group Policy, standards, and local regulations.
• Ensure compliance with operational risks, e.g., KYC, anti-money laundering measures, and other Group controls.
• Ensure adherence to controls and procedures on “Know Your Customer” for Customer Due Diligence.
• Follow guidelines for the submission of Suspicious Transactions Reports issued by the Head of Legal and Compliance / Country Money Laundering Prevention Officer.
• Adhere to “Know Your Customer” guidelines and procedures for account opening and cross-border account opening referrals.
• Follow up on all pending transactions to ensure completion.
• Submit all required teller reports in the timely manner.
• Provide feedback and trend performance analysis for transactional products.
• Provide feedback to various departments (e.g., IT, Operations) on staff and system performance.
• Provide honest feedback on the performance of colleagues.
• Share knowledge and best practices with team members.

• Customer Service
• Communication
• Business Acumen
• Interpersonal Skills
• Planning & Organizing
• Relating & Networking

• Degree in Business Administration, Accounting, Finance, Commerce, or Banking.
• Minimum 3 years of experience required.
• Customer-focused and result-oriented.
• Sales experience in a financial environment.
• Good verbal and written communication skills in languages relevant to assigned accounts.
• Ability to pull resources together to sell and deliver customer solutions.
• Good organizational and time management skills.
• Result-oriented team player.