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.