Job Purpose
To carry out operational activities within the cash area, including handling cash and non-cash transactions, while ensuring a superior level of service to all customers.
Key Accountabilities
Operational Functions
- Perform all ATM-related duties such as preparing daily proof sheets, handling captured cards, refilling and replenishing onsite ATMs, and promptly reporting any technical malfunctions for repair and maintenance.
- Promote and guide customers toward alternative banking channels to help reduce branch congestion in line with bank Standard Operating Procedures (SOPs).
- Process all cash counter transactions accurately and efficiently in accordance with bank objectives and operational standards.
- Coordinate with the Head Teller to manage the branch’s daily cash requirements and ensure smooth cash shipments between the branch and the central vault.
- Investigate any discrepancies in cash balancing and reconciliation by following the defined procedures for checking, scrutiny, and investigation as stated in the Branch SOP manual.
- Cross-sell suitable banking products to customers based on their needs and potential, while maintaining high service standards and supporting the achievement of branch KPIs.
- Adhere to established service standards regarding average waiting and serving times and ensure productivity goals are consistently met.
- Maintain zero cash shortages or surpluses at the counter to ensure strict control over cash balances.
- Review end-of-day reports carefully and rectify any discrepancies to ensure full compliance with internal controls and procedures.
- Verify the authenticity of currencies, checks, and customer identities.
Reporting
- Handle customer requests promptly and escalate any issues to the Head Teller or Operations Supervisor to ensure customer satisfaction and delight.
- Remain vigilant for potential fraud or risk indicators and provide timely feedback to direct supervision.
- Report any deviations or exceptions in the branch’s monthly exception report in a timely and accurate manner.
Policies, Processes, and Procedures
- Follow all relevant departmental policies, processes, and SOPs to ensure that work is carried out in a controlled, consistent, and compliant manner.
- Maintain professional attendance, punctuality, personal appearance, and adherence to health and safety procedures at all times.
- Comply with the Bank’s Clean Desk Policy to ensure data security and operational discipline.
Day-to-Day Operations
- Execute daily tasks related to assigned responsibilities to ensure smooth workflow and business continuity.