Teller

## Teller

The Teller is responsible for supporting the daily operations of the teller line while delivering best in class customer service. This role functions with advanced cash handling experience and serves as a resource for teller operations, customer needs, and procedural guidance. The Teller does not have direct supervisory responsibility, but plays an important role in ensuring operational excellence, compliance, and positive customer experience. while upholding Hoyne’s standards of professionalism and care along other duties and projects assigned.

**Key Responsibilities**

• Accurately process a variety of customer transactions including deposits, withdrawals, transfers, loan payments, and check cashing
• Balance teller drawer daily and comply with established cash limits and controls
• Maintain a high level of accuracy and attention to detail in all transactions
• Support branch opening and closing procedures as assigned
• Assist with general branch operations and customer flow in the lobby or drive up
• Provide courteous, professional, and welcoming service to all customers
• Engage customers in meaningful conversations to understand their banking needs
• Educate customers on bank products, services, and self service options such as online and mobile banking
• Resolve routine customer inquiries and escalate complex issues appropriately
• Identify opportunities during customer interactions to refer customers to appropriate banking solutions
• Make warm referrals to branch bankers, personal bankers, or other specialists when customer needs are identified
• Participate in branch sales initiatives, appointment setting, or outbound calling as assigned
• Support branch goals by consistently delivering needs based conversations rather than transactional only service
• Adhere to all bank policies, procedures, and regulatory requirements
• Follow established risk management, fraud detection, and loss prevention standards
• Demonstrate sound judgment within assigned authority limits
• Complete required training in a timely manner and stay current on policy changes
• Support a positive branch environment by collaborating with bankers and branch leadership
• Participate in branch initiatives and community involvement activities as directed.
• Maintain a professional, positive, and customer focused presence at all times.

**Performance Metrics**

• Consistently balances teller drawer with minimal overages or shortages
• Accurately processes teller transactions with low error or correction rates
• Completes daily settlement and balancing activities accurately and on time
• Provides timely, professional, and courteous service to customers in lobby and driveup
• Maintains efficient transaction flow during peak customer volume periods
• Effectively resolves routine customer issues and escalates concerns appropriately
• Recognizes and promptly reports potential fraud or suspicious activity
• Adheres to all bank, departmental, and regulatory policies and procedures
• Demonstrates sound judgment when making approvals or policy exceptions within authority
• Identifies appropriate customer needs and makes quality referrals to bank personnel
• Consistently demonstrates Hoyne’s service standards and values
• Participates in branch initiatives and community involvement activities as requested
• Maintains dependable attendance, punctuality, and professional conduct

## Qualifications
**Qualifications**

• High school diploma or equivalent required.
• Strong attention to detail with the ability to manage multiple transactions accurately. Ability to handle cash accurately and efficiently
• Attention to detail and commitment to compliance
• Excellent customer service and interpersonal communication skills.
• Ability to work collaboratively in a team oriented branch environment

**Core Competencies**

• Demonstrates Hoyne’s signature customer first approach by providing empathetic, reliable service.
• Identifies needs and presents financial solutions that align with customers’ goals.
• Build trust and longterm partnerships with clients and the community.
• Ensure transactions are accurate, compliant, and efficiently executed.
• Maintains vigilant adherence to policies, fraud detection, and regulatory standards.
• Embraces new tools, policies, and processes to support continuous improvement.
• Integrity & Accountability – Models the ethical and performance standards that define Hoyne’s legacy since 1887.