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The Assistant Head Teller will support the Head Teller in providing leadership, guidance, and direction to the bank's teller staff in order to ensure they provide outstanding customer service to bank customers. The Assistant Head Teller is also responsible for training and developing teller staff to ensure they are knowledgeable about bank products and services.

GENERAL DUTIES AND RESPONSIBILITIES:

• Models Q2 Service and Sales programs with creativity and energy such that goals are achieved and quality standards are met or exceeded. Takes initiative and is a positive example to emulate. Supports the Head Teller in all Q2 initiatives.

• Builds customer relationships by being accountable for representing QNB to the customer in a courteous, confidential, and professional manner, and for providing prompt efficient and accurate service in processing transactions through consultative selling and cross-selling in a positive manner.

• Must have strong Product Knowledge skills to evaluate customer needs through the use of open-ended questions and refer customers to the appropriate resource.

• Opens, closes, and services every type of deposit product, able to take and disburse loans.

• Provide exceptional Customer service, leadership, conflict resolution, process improvement and clear communication.

• Responsible to assist the Head Teller in the Supervision of the teller area by assigning work, answering questions, solving problems and explaining policies and procedures. Including oversight, development, and coaching of staff to ensure the on-going level of productivity and customer service, as well as fair and equitable distribution of work assignments, by cross training individuals to ensures daily office settlement.

• Assist the Head Teller in managing the branch daily cash needs for better coordination of shipments to maintain overall branch cash limits.

• Perform branch functions requiring an in-depth knowledge of branch transactions, policies and procedures. Including but not limited to ATM settlements, Vault settlements, accurately balancing cash drawers and/or a Teller Cash Recycler (TCR), etc. Oversee adequate availability of daily cash to be ordered as well as shipped out weekly.

• Assist Head Teller in vault oversight and the daily auditing, reporting and balancing processes. Oversees each teller's daily reconciliation and assists if needed. Ensures that tellers comply with all operating, regulatory and security policies and procedures.

• Assist Head Teller to conduct audits of cash drawers, TCRs, Vaults, ATM and all branch logs per policy and/or procedure.

• Ensures that prescribed schedules and operating policies and procedures are followed.

• Assist Head Teller as needed to train and develop new and existing tellers in order to ensure they are knowledgeable about bank products, services, processes and procedures.

• Responsible for running the teller line in the absence of the Head Teller in an effective and professional manner. Required to open and close the branch as needed and be available for all operating branch hours which can include holidays and weekends.
• Completes assigned compliance training in a timely manner and demonstrates the ability to apply training to their duties and responsibilities including their supervision of other employees.

• Supportive of community through involvement and participation in local volunteer and/or charitable organizations.

• Assumes additional job-related duties as requested.

REQUIRED TRAINING, EXPERIENCE AND EDUCATION:

1. High school graduate or equivalent.
2. Requires basic reading, writing, arithmetic skills and strong communication skills.
3. Regularly required to stand for prolonged periods of time- all day if necessary.
4. A minimum of 3 years teller experience.
5. Familiarity with the bank's products & services, lending policies and guidelines, in order to provide backup for platform.
6. Must have an in-depth knowledge of branch transactions and fulfill QNB compliance in operations and security procedures by adhering to government regulations, QNB policy, and established procedures.
7. Must have strong product knowledge and actively champion and coach for Q2 Service and Sales, referrals and product campaigns. Be successful in motivating team members in all aspects of QNB.
8. PA Notary and Medallion Signature Certification as needed by Branch.
9. This position requires compliance with the S.A.F.E. Mortgage Licensing Act of 2008 and all related regulations. Ongoing employment is contingent upon meeting all such requirements, including acceptable background investigation results.
10. Successful completion of PBA courses as recommend by Branch Manager (final grade of "C" or higher).
11. Must fulfill the Continuing Education/Training checklist annually.