Lead Teller ​/ Universal Banker

Merchants Bank, Winona has an opening for a Lead Teller / Universal Banker.

Job duties include supervising and coaching Teller staff, completing various banking and financial transactions, account inquiries, and opening new deposit account relationships. You will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers.

Teller and leadership experience desired. Must have strong communication skills, comfortable with extensive customer contact, have sales experience, and a strong ability to multi-task and prioritize.

This position is 40 hours per week; working hours for this position will vary to cover branch hours, including a Saturday morning rotation.

Merchants Bank offers competitive wages and benefits for our full-time employees including health, dental, life, disability and vision insurance; flexible spending accounts, 401(k) and ESOP retirement plans; bonus plan; paid time off; tuition reimbursement; and a variety of voluntary supplemental insurance options.

Merchants Bank is an Equal Opportunity Employer of women, minorities, protected veterans and individuals with disabilities.

As a Lead Teller/Universal Banker, you will be responsible for providing exceptional customer service and proactively offering a range of banking products and services to meet the financial needs of our customers. This position serves as an onsite team leader for all Teller functions to ensure quality customer service, relationship building efforts, and processes are meeting standards on a daily basis.

Knowledge of teller duties, procedures, and bank products is critical. You will serve as a primary point of contact for customers, assisting them with various banking and financial transactions, account inquiries, opening new account relationships and safe deposit boxes, and making product recommendations in an efficient and friendly manner. The Lead Teller/Universal Banker will play a crucial role in building customer relationships.

You will also play an important role in fraud prevention.

• Knowledge and ability to effectively provide work direction and/or supervision
• Ability to independently respond to questions & resolve problems encountered from all levels of tellers
• Responsible for initial on-boarding and training of new tellers to the branch/market.
• Ability to effectively prioritize conflicting demands
• Ability to effectively establish scheduling to accommodate staffing level needs and understanding staffing models
• Ability to effectively resolve issues between tellers and other bank departments
• Independently resolves complex problems and issues using sound judgment
• Responsible for monitoring and enforcing drawer levels
• Identifies and resolves teller balancing issues
• Provides coaching and mentoring to all tellers in the branch/market
• Responds to basic HR related issues and conducts performance reviews for assigned staff
• Provides input to teller hiring and salary review processes
• Assist with compliance, branch, and security audits
• Serve as a Vault Attendant
• May act as branch security officer
• May be required to attend occasional meetings at various bank locations

• Open & maintenance basic checking and savings deposit accounts, business accounts, IRAs, HSAs, and CDs
• Open, close and maintain safe deposit boxes
• Community Engagement and External Sales Activity as directed.
• Be proficient in Consumer Credit Card and ODP lending.
• May conduct administrative duties at the branch level

• Ensure that internal and external customers receive outstanding service from every employee (and speak up when they do not).

• Be efficient and accurate when processing customer transactions, as outlined in current policies and procedures
• Provide excellent customer service by greeting customers, seeking to understand their needs and offering them personalized solutions.
• Provide high-quality consultative conversations to uncover needs and opportunities.
• Resolve customer issues and concerns promptly and effectively; elevate when needed.
• Be proficient and happily able to assist customers on the systems including internet banking products, bill pay, e statements, mobile banking, telephone banking and anything else the customer may need assistance with.
• Stay calm, professional and focused under pressure.

• Build strong relationships with customers to understand their financial goals and identify opportunities to meet their needs.
• Foster long-term customer loyalty through ongoing relationship management and exceptional service.
• Build strong internal relationships with immediate coworkers as well as Merchants Bank employees in all shared services areas.

• Meet or exceed individual sales targets for banking products (such as deposit accounts, loans and credit cards).
• Conduct outbound sales…