Teller/CSR

Job Summary

Provides front-line customer service and performs routine teller transactions and account servicing functions. Ensures accurate processing of deposits, withdrawals, payments, and transfers while adhering to bank policies, operational procedures, and regulatory requirements. Supports branch sales efforts through proactive referrals and delivers professional client experience. This role focuses on developing foundational banking knowledge, operational accuracy, and compliance awareness while supporting overall branch efficiency.

Minimum Job Requirements

Education & Experience

• High school diploma or equivalent required
• At least six months of recent sales or cash handling experience in a retail environment
• Sales experience strongly preferred

Skills & Competencies

• Demonstrated ability to deliver excellent client service and provide team support
• Strong written and verbal communication skills
• Excellent interpersonal, organizational, and analytical skills
• Excellent follow-up skills and attention to detail
• Ability to work collaboratively and contribute to building a positive team spirit
• Bilingual skills (English/Spanish/Portuguese) a plus

Technical Requirements

• Knowledge of computers and standard office equipment
• Proficient use of the Internet
• Proficient in Microsoft Office Suite: Outlook, Excel, and Word
• Proficient in banking software systems: Horizon, Horizon Teller, FIS Image Center, Verafin, and E-Wire (training provided)

Compliance & Regulatory Knowledge

• Knowledge of financial services and regulatory compliance including Consumer Compliance, Deposit Compliance Regulations, Lending Compliance Regulations, Know Your Customer (KYC), Customer Identification Program (CIP), BSA/Anti-Money Laundering (AML), and OFAC
• Ability to successfully complete all core and compliance training programs
• Commitment to ongoing BSA/AML/OFAC training throughout employment

Physical & Schedule Requirements

• Ability to stand for extended periods while serving customers
• Flexibility to work in any location within the Sunstate Bank system
• Availability of working Saturdays according to branch schedules

Policy Compliance

• Adherence to Sunstate Bank's Code of Ethics, Policies and Procedures
• Adherence to Branch Operations Platform Manual and Teller Operations Manual
• Adherence to attendance and punctuality policies
• Commitment to the Bank's customer service standards

Essential Job Duties and Responsibilities

Account Services & New Account Opening

• Provide comprehensive banking services to customers including opening new accounts, maintaining existing accounts, and processing account changes
• Explain different types of deposit account products and services to customers
• Assist customers in selecting the most appropriate products and services to meet their financial needs
• Open new personal and business accounts after performing required verifications:
  • ChexSystems verification (including OFAC screening)
  • Identification review and documentation
  • Review of required business documentation (articles of incorporation, etc.)
  • Sunbiz search and Google string searches as appropriate
• Perform comprehensive analysis and reviews of all new account documentation to ensure compliance with CIP/CDD/EDD (Customer Identification Program/Customer Due Diligence/Enhanced Due Diligence) policies and procedures
• Accurately prepare account documentation and perform data entry in Bank's core system
• Ensure all new accounts are opened according to bank policy and regulatory guidelines
• Ensure all account documentation is properly completed and routed to appropriate departments in a timely manner
• Establish risk profiles and risk ratings in the Bank's BSA/AML monitoring system immediately following account opening
• Follow up with account officers to ensure profiles are reviewed and approved; collaborate to complete pending information
• Upload new account documentation to the Bank's archival system within established timeframes

Teller Functions & Transaction Processing

• Process cash transactions including:
  • Cash checks and process withdrawals after verification of signatures, customer balances, and OFAC screening
  • Receive deposits, verify cash, review endorsements, and issue receipts
  • Receive and process loan payments after verifying core system
  • Sell cashier's checks after verification of signatures, customer balances, and OFAC (requester and originator); accurately log all transactions
  • Process credit card cash advances for customers
  • Redeem savings bonds
  • Prepare change orders for commercial customers
• Receive and process customer internal transfer requests adhering to established Bank policies and procedures
• Receive and process customer wire transfer requests adhering to established Bank policies and procedures
• Balance cash drawer at end of day and report any discrepancies to supervisor
• Process end-of-day work by running items through the branch capture system
• Perform ATM cash balancing procedures, replenish cash as needed, and process deposits
• Service Night Drop and process deposits
• Complete accurate logs for cashier's checks and currency shipments
• Complete Currency Transaction Reports accurately and document the nature of transactions
• Maintain controllable differences and forgeries to a minimum
• Verify area to ensure all negotiable instruments, teller work, and cash drawers are secured for branch closing

Customer Service & Relationship Management

• Promptly greet customers and answer incoming calls, providing prompt resolutions to customer inquiries
• Provide professional client service including accurate transactions, greeting clients with a smile, using the client's name during transactions, and thanking each client
• Proactively contact clients and prospects by phone or in person to identify additional financial needs and strengthen relationships
• Serve as primary contact for client problem resolution
• Perform account maintenance for current clients as dictated by branch needs
• Assist customers with debit card related issues including claims processing
• Participate in branch functions such as assisting in safe deposit box area, compiling customer transaction activity information, processing address changes, and placing stop payments

Sales & Cross-Selling

• Promote and cross-sell all Bank products and services including loans, remote deposit services, merchant services, and debit cards
• Contribute to sales initiatives and achievement of branch sales goals
• Identify opportunities to refer customers to specialized banking services

Team Support & Training

• Provide training and guidance for new tellers
• Serve as a resource to tellers in understanding procedures, reviewing out-of-balance conditions, and reviewing transactions
• Assist Branch Manager in performing monthly cash counts and negotiable instrument audits
• Assist Branch Manager in performing daily OFAC reviews and verifications
• May be assigned a teller number to assist the teller line during peak times

Compliance & Professional Development

• Ensure all operations procedures are followed as outlined in the Branch Operations Platform Manual, Teller Manual, and Security Manual
• Stay alert and vigilant in observing branch customer transactions, particularly with respect to unusual or suspicious activities
• Undergo periodic training provided by Bank to stay current on BSA/AML/OFAC program covering both general and job-specific aspects
• Stay abreast of all policies and procedures to ensure compliance with current guidelines
• Attend applicable training classes and complete computer-based training as required
• Record daily time worked through the Bank's timekeeping system

Branch Operations & Environment

• Maintain a professional and business-like atmosphere within the branch
• Promote and encourage the highest standards in customer service
• Volunteer in bank-sponsored community events
• Perform other duties and responsibilities as needed and requested by Bank management