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Key Responsibilities and Required Skills for Teller

💰 $28,000 - $45,000

BankingRetail BankingCustomer ServiceTeller

🎯 Role Definition

A Teller is the front-line banking professional responsible for accurate, secure and efficient processing of customer transactions, building exceptional customer relationships, adhering strictly to regulatory and bank policies (KYC, AML, BSA), and supporting branch sales and retention goals. The Teller role requires exceptional attention to detail, cash handling proficiency, strong communication skills, and the ability to identify and escalate potential fraud or compliance issues.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative in retail or banking
  • Cashier or Sales Associate in retail or hospitality
  • Bank Teller Trainee or Part-time Teller

Advancement To:

  • Senior Teller / Lead Teller
  • Personal Banker / Relationship Banker
  • Assistant Branch Manager
  • Branch Manager
  • Operations Analyst (banking back office)

Lateral Moves:

  • Merchant Services Specialist
  • Call Center Banking Representative
  • ATM/Vault Operations Specialist

Core Responsibilities

Primary Functions

  • Accurately process a full range of in-person and remote financial transactions including deposits, withdrawals, cashier's checks, money orders, loan payments, cashiering services, foreign currency exchanges and check cashing while ensuring compliance with bank procedures.
  • Maintain and balance a teller drawer at the start and end of each shift, perform interim reconciliations as required, research and resolve balancing discrepancies, and document findings to maintain audit readiness and cash integrity.
  • Verify customer identity, validate account ownership, and apply Know Your Customer (KYC) and Anti-Money Laundering (AML) procedures to detect and report suspicious activity in accordance with Bank Secrecy Act (BSA) and internal controls.
  • Promote and refer full-service banking solutions such as checking and savings accounts, credit cards, consumer loans, online/mobile banking enrollment, and investment products to meet branch sales goals and enhance customer relationships.
  • Deliver friendly, professional and efficient customer service by greeting customers promptly, listening actively to needs, answering questions about account activity and bank products, and resolving routine account issues at the point of contact.
  • Operate and troubleshoot teller line technology including core banking systems, teller platforms, POS terminals, cash recyclers, coin counters, and receipt printers while following standard operating procedures.
  • Count, verify and process cash and coin; prepare and reconcile vault deposits and withdrawals; fill teller coin drawers and negotiate larger cash transactions through vault controls to maintain optimal cash levels.
  • Endorse, verify and process third-party and endorsed checks; run check verification services; refuse or escalate non-sufficient funds (NSF), suspected forged or fraudulent items per bank policy.
  • Comply with daily cash handling controls, dual-control procedures, and secure storage of negotiable instruments while maintaining confidentiality of customer information and protecting customer privacy.
  • Escalate and document incidents involving suspected fraud, counterfeit currency, identity theft, or policy breaches to branch management and the bank’s fraud/compliance units for investigation.
  • Prepare and reconcile daily transaction logs, batch reports, and teller summaries; submit accurate documentation and electronic reports to the operations team to support month-end and audit processes.
  • Support branch opening and closing procedures including ATM replenishment checks, vault inventories, change orders and security protocols to ensure readiness and safety of cash handling operations.
  • Educate customers on transaction options, including alternative delivery channels like mobile deposits, online bill pay, and ATM deposits to improve self-service adoption and reduce teller line traffic.
  • Adhere to branch security protocols, proactively observe unusual customer behavior, and follow emergency procedures—including notifying security or law enforcement—if a robbery or security incident occurs.
  • Uphold bank policies on customer identification documentation, signature verification, and authorized signers for business and personal accounts to minimize operational and reputational risk.
  • Reconcile cash overages and shortages, document root cause analysis, implement corrective actions, and communicate patterns or training needs to management to continuously improve teller performance.
  • Assist in onboarding new tellers by demonstrating teller systems, cash handling best practices, compliance checklists, and customer service standards to support team competence.
  • Process and resolve routine account maintenance requests at the teller line, such as updating customer contact information, ordering checks, and handling stop payments in collaboration with branch personnel.
  • Participate in cross-functional campaigns to meet sales targets, perform follow-up calls or referrals for leads and support promotional programs aimed at customer acquisition and retention.
  • Maintain up-to-date knowledge of product features, rate changes, deposit limits, fee schedules and regulatory updates so customer interactions are accurate and compliant.
  • Record and escalate customer complaints or complex issues to branch management or specialized teams, ensuring timely resolution and accurate documentation for service recovery.
  • Conduct periodic spot checks of transaction accuracy and compliance with internal controls; propose process improvements to reduce transaction errors and increase operational efficiency.
  • Facilitate safe transportation and handling of high-value cash or negotiable instruments under dual-control procedures during branch transfers or courier pickups.

Secondary Functions

  • Assist branch staff with administrative tasks such as filing, scanning, and maintaining customer forms to support efficient operations.
  • Participate in community outreach and local events to represent the bank, promote services, and generate referral opportunities.
  • Support training and development initiatives by sharing best practices, attending compliance trainings and contributing to knowledge base materials.
  • Collaborate with operations, vault and fraud teams on exception items, research escalations and investigatory requests to resolve complex transactions.
  • Input data accurately into CRM and core banking systems to improve data quality and facilitate future customer engagements.

Required Skills & Competencies

Hard Skills (Technical)

  • Cash handling and reconciliation: accurate counting, balancing teller drawer, vault operations and cash recycler use.
  • Core banking systems proficiency: experience with major teller platforms (e.g., Fiserv, FIS, Jack Henry, NCR) and POS terminals.
  • Check processing and verification: handling endorsed/third-party checks, remote deposit capture and check verification tools.
  • Regulatory compliance knowledge: KYC, AML, BSA, OFAC screening, and record-keeping requirements.
  • Fraud detection and prevention: identifying counterfeit currency, altered checks, forged signatures and suspicious patterns.
  • Transaction reporting and batching: preparing daily reports, exception logs and submitting electronic batches.
  • ATM and card services familiarity: ATM deposit/withdrawal procedures, card activation and basic dispute routing.
  • Microsoft Office and data entry accuracy: Excel for simple reconciliations, Word, and internal reporting tools.
  • Cash logistics: coin sorting, change ordering and vault deposit/withdrawal procedures including courier coordination.
  • Teller hardware & software troubleshooting: basic repairs/restarts for printers, PIN pads, and networked teller devices.
  • CRM systems: documenting customer interactions, referrals and cross-sell opportunities in bank CRM tools.
  • Basic foreign currency handling (if applicable): currency exchange procedures and rate application.

Soft Skills

  • Exceptional customer service orientation with professional, empathetic communication.
  • High attention to detail and strong numerical accuracy to prevent financial discrepancies.
  • Integrity, trustworthiness and ethical behavior in handling confidential customer information.
  • Problem solving and critical thinking for exception research and dispute resolution.
  • Time management and multi-tasking: manage queue, transactions, and service tasks under pressure.
  • Sales acumen and consultative selling to identify needs and refer products appropriately.
  • Teamwork and collaboration to support branch operations and cross-functional workflows.
  • Adaptability to changing policies, system updates, and regulatory requirements.
  • Calmness under pressure, especially during busy periods or security incidents.
  • Strong verbal and written communication for clear transaction disclosures and documentation.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or GED.

Preferred Education:

  • Associate degree or coursework in business, finance, accounting, or related field.
  • Certifications or training in cash handling, compliance, or customer service preferred.

Relevant Fields of Study:

  • Business Administration
  • Finance or Accounting
  • Hospitality or Customer Service Management
  • Criminal Justice or Risk Management (helpful for fraud awareness)

Experience Requirements

Typical Experience Range:

  • 0–3 years for entry-level teller positions; 1–5 years for experienced teller roles.

Preferred:

  • 1+ years of cash-handling or retail/banking customer service experience.
  • Prior experience with teller systems, check processing, and adherence to compliance procedures.
  • Demonstrated track record of meeting sales referrals or cross-sell targets is a plus.
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