Senior Teller

Summary of Main Tasks and Responsibilities

1.Provision of Counter services 

  - Cash/cheque withdrawal and deposit

  - Money Exchange,

  - Term Deposit                                     

  - Demand Draft issuance/encashment

  - Inward Telegraphic Transfer

  - Emergency encashment

  - Delivery of ATM card/credit card/overseas card/cheque book to customers

  - Customer inquiries about RBWM products and services

  - Minimal or no cash difference

  - Specific ownership of complex or high value transactions requiring additional knowledge or experience

2. Customer Services

  - Provision of excellent customer service, by providing an efficient, friendly and prompt service

  - Actively participate in the “customer retention” strategies as directed by managers to ensure customers are retained

  - No justified customer complaints where the avoidance of the complaint is within the staff members control

  - Customer feedback / letters of praise

  - Actively introduce alternative delivery channels such as Personal Internet Banking and Express Banking facilities

  - Support Counter Team and handling customer compliants

  - Pro-actively take ownership of complex and high value transactions, with minimal referrals to line managers

3. Sales and business support

  - Identify cross sales and Individual Review opportunities and make effective referrals to Personal Banker or customer group in HSBC

  - Provision of advice and guidance to colleagues within the team, supporting them with complex transactions

  - Support team members within the Retail Store by sharing innovative and creative ideas to improve processes and operations

  - Monitoring Teller interactions

  - Train up Teller to be familiar with systems and procedures / regulations

  - Evidence of new ideas or innovative approaches to improve processes or procedures

4. Leadership / Teamwork

 - Supervisory responsibility for the Tellers

 - To be the first point of call when Tellers have queries or a transaction is outside of their authority but they must act within their own

 - To deal with any face to face customer complaints relating to the Tellers and the provision of the counter service

 - To conduct regular one to one’s with their line management to provide feedback on the performance of the Tellers & any other counter related issues

5. Compliance with internal/external control, procedures and regulations

 - Strictly follow Cash Handling Procedure

 - Ensure satisfactory implementation of audit recommendations

 - Cross check colleague’s vouchers

 - Maintain and observe HSBC internal control standards, implement and observe Group Compliance Policy, including the timely implementation of recommendations made by internal/external auditors and external regulators.  Foster a compliance culture and  implement Group Compliance Policy by managing compliance risk in liaison with the Head of Group Compliance, Regional Compliance Officer, Area Compliance Officer or Local Compliance Officer, ensuring adequate compliance resources are in place and training is provided  and optimizing relations with regulators

Knowledge/Special Skills Requirements

• Knowledge of cashiering procedures and regulations
• Knowledge of core products, sales referral opportunities and Customer Relationship Management system
• Knowledge of appropriate branch operational procedures
• Awareness of compliance and regulatory issues as required
• Strong interpersonal and customer service skills
• Good decision making skills and proven ability to deliver accuracy and efficiency
• Ability to coach and guide Teller in complex transactions & enquiries and in providing outstanding customer service