Senior Teller
Sharjah Islamic Bank
مجموع سنوات الخبرة :21 years, 8 أشهر
o Guide and assist tellers in providing operations assistance to customers and ensure accuracy and compliance with procedure and regulations
o Attend to end resolve issues and complaint that arise with customer according to his delegated authorities. Refer to higher supervision in cases outside authority
o Liaises with head office on behalf of customers to ensure follow up and timely processing of their transaction, complaint and queries
o Open vault with other custodian, distribution of cash to the tellers, spot check tellers to ensure compliance and safeguard the valuables
o Review of tellers transactions, count and match the cash with reports, safe guard the blank Manager cheques, Draft and other valuables
o Investigate all the deviations and exceptions at counter area, document them and obtain necessary approvals for their quick resolution
o Enhance the usage of ATM and CCDM by customer coaching to minimize risk and increase TAT of the customer
o Maintain tight control over branch suspense account, G/L account and income account.
o Ensure that all the G/L account are reconciled as per guidelines
o Any changes in process or modification introduced by HO are to be implemented
o Eliminate risk of cash differences by diligently enforcing, controlling and monitoring the cash transaction processed and accuracy been maintained at all the time
o See that cash excess and shortages at ATM and counter are at zero level
o Investigate any differences in cash or in security items as per the policy and guidelines
o Report any deviation to the concern authorities
o Adhere to all the policies and processes to ensure risk rating is low
o Ensure effective risk management at teller area all the time.
o Monitor the performance of tellers and understand the need of the trainings to enhance their performance
Principal Accountabilities: Effective implementation of strategies and achievement of performance levels in key areas such as:
Customer Satisfaction / Service Standards
o Ensure Cash counters are operational to support business requirements.
o Communicate regulations and norms regarding transactions in a professional manner.
o Provide advice and guidance about ARIE Products & Services to customers as and when necessary.
o Aim to achieve minimum 'Wait' time and 'Serve' time and to reduce the TAT by competent handling of resources.
o Ensure Customer Complaints/Feedbacks are addressed as per Company norms, and resolve Queries that have been escalated by branch staff.
o Maintain beneficial relationship with commercially valuable customers.
Financial / Sales
o Play a proactive role in customer retention activity.
o Ensure exchange rates for branch operations are determined and monitored to ensure optimal profit margins and customer satisfaction.
o Periodic Competition Analysis and reporting.
o Solicit referrals and initiate cross-selling opportunities to existing customers.
Operations / Controls
o Monitor day to day operations to ensure total adherence to Company policies and procedures.
o Provide guidance to branch staff to achieve zero defect operations, and timely completion of all assigned activities.
o Ensure Cash Handling is done as per Company policy, and Cash Balance at branch and other valuables in the Branch/Bank Safe are secured and managed as instructed by Management.
o Manage Cash in Branch by maintaining adequate balances, efficient sourcing and disposal of currencies, and depositing cash to bank.
o Responsible for security of Financial instruments such as Drafts, Cheques and Travelers Cheques.
o Review anomalies such as Under /Over reported by staff, and report to concerned authority immediately.
o Exercise due diligence in processes related to customer transactions, internal control processes, AML Compliance, and KYC for all customer transactions to ensure risk mitigation.
o Identify improvement areas & propose constructive changes to achieve operational excellence.
People Skills
o Conducting Quarterly Review with individual staff to assess their performance against the Job Description and KPIs, and initiate actions where necessary to bring about improvement in performance levels.
o Be presentable at all times, maintain a positive attitude and apply resourcefulness and logical approach to tackle different work related situations.
o Contribute positively as a team leader, and support Branch Manager in continual training and development of team members.
o Maintain integrity, professionalism and a friendly attitude while handling transactions and during other customer interactions.
o Responsible to maintain good interpersonal and interdepartmental relations, and excellent relationship with Customers.
o Co-ordinate HR related matters with relevant Departments.
• Maintains sufficient amounts of change in cash drawer.
• Balances cash drawer and receipts; documents discrepancies; if any.
• Keeps register area neat and stocked with necessary supplies. Detail oriented and highly observant
• Ability to multitask
• Knowledge of basic arithmetic.
• To provide outstanding customer service by placing the interest of the customer first and aiming to exceed customer expectations
• To operate a foreign exchange without discrepancies
• To operate efficiently and accurately large amounts of money
• To calculate and understand exchange rates
• Working as part of a team dealing with handling cash, cheques, and foreign currencies
• Buying and selling, ensuring to up-sell at all times
• Working to sales targets
• To adhere to the department’s Standard Operating Procedures at all times
• To be aware of local market competition, to monitor trends within the industry
• To ensure the timely and correct preparation and submission of all administration and audit reports
• To count, together with a witness, cash, cheques and other vouchers and verify them against the Front Office/Reception computerized remittance reports
• To prepare bank deposits of all cheques and cash and to ensure that all cheques and cash are deposited correctly
• To ensure proper documentation and authorization of all petty cash vouchers before releasing payments
• To assist with spot-checks of outlet floats
• Supervising a team of 11 cashiers
• Assisting cashier and customer to sort out any issue; if arise.
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