POSITION : Teller - Transaction Svs. Rep 3

Description

The Teller is a frontline staff and is one of the customer’s first points of contact with the bank and therefore it is essential that, in spite of work pressure, they must wear a cheerful look and countenance.

Focus is to deliver prompt and efficient services across the counters and at the same time, ensuring compliance with operating and regulatory guidelines. This will include:

• Ensure prompt, error-free and control-driven cash activities.
• Maintaining across- the-counter customer interface thus enhancing customer confidence in the bank through timely processing of cash/checks transactions
• Ensuring smooth running of CIT activities.
• Ensure vault operations and Cash Handlings are diligently handled
• Provide back-up services to Customer/ Head Teller.
• Taking part in periodic reviews, reporting and miscellaneous activities
• Assist in Overseeing of Technology related issues and projects in the branch and other remote sites (implants).
• Assist in annual COB activities, infrastructure and application changes, PVT tests etc.

 Accountabilities

• Handling of expense and internal processing transactions.
• Preparation and delivery of reports as may be dictated by product/regulatory requirements e.g. Invisible reports, Anti-money laundering reports etc.
• Perform additional task. Projects and responsibilities as assigned by branch management. 
• Scanning and uploading reconciliation documents into the SharePoint and advising relevant parties for Implant reconciliation
• Assist in Overseeing of Technology related issues and projects in the branch and other remote sites (implants).
• Backing up for the Head Teller where necessary
• Time-stamp (validate) and signature-verify all customers request and refer those that require call-back/status approval to supervisor for action
• Ensure transactions are not processed for SDN names and sanctioned countries by checking the SDN list prior to processing transactions.
• Report all qualifying transactions processed in line with existing NDLEA limits.
• Process all customer requests within the standard turn-around time and without error (e.g. Other Bank cheque deposit ,cheques encashment, cash deposits, cheque deposits, PTA/BTA purchase, also specialised transactions like Taxes, Multi choice, Airtel, MAERSK etc).
• Ensure stated procedures and policies for all products are adhered to while processing.
• Update Registers where required before processing/after processing.
• Ensure all transactions processed during the day are fully authorized and there is no pending transaction left on the system before closing for the day.
• Ensure other bank cheques are given appropriate value date and scan into CIS timely
• Maintain appropriate confidentiality and security of customer and transactional information stored in any form (images, application files, databases, spread sheets, papers, registers, files etc) in line with local procedures and departmental designations. Ensure proper put-away procedures are observed at close of business and during any temporal absence from workstation.
• Participate in the quarterly MCA exercise for all counter products and processes and ensure satisfactory MCA ratings are achieved for all products and processes.

Scope/Impact Measures

• Please describe how the job impacts each quantitative measure provided (directly or indirectly) : 
• This function is responsible for ensuring that customers depositing Other Bank Checks, Cash and withdrawing as well are properly attended to. Our ability to give prompt response and ensuring that they are not delayed unnecessarily are key factors to helping us maintain a good client/customer relationship.
• The various activities in the unit on a direct and indirect basis impact the revenue derived from our customers
•  list significant quantitative measures (i.e. revenue, assets, expenses, etc.) which assist in determining the size and scope of  the area of responsibility.  This may be a measure that is impacted either directly or indirectly.  Please describe the nature of  the  impact on each measure provided.  Use current annual figures. (state - $millions-Mil; $billions-Bil)

Business Relationships
Describe the types of internal/external relationships and frequency of contract (e.g., customers, regulators, government agencies, Citibank departments/businesses):

• Internal:  Moderately frequent contact with Clearing Unit, Cash management unit (GTS), other branches, Citiservice.
• External: Highly frequent contact with Customers, Teller Implant Locations, Central Bank of Nigeria and other Banks.

Qualifications
Describe the educational requirements, special skills or work experience required to perform this position.

Educational Requirement:

• Basic College Degree 

Work Experience:

• 1 - 2 years (not compulsory)

Personal Attributes: 

• Fast Learner
• Meticulous and Accurate
• High level of integrity/sense of responsibility
• Good Interpersonal/Communication Skills
• Customer Focused
• Neat/Smart Appearance
• Analytical Mind/Proactive

Job Challenges:                      

• Processing within tight turnaround times
• Preparation of Reports with tight timelines
• Customer satisfaction in a highly competitive environment
• Weekend and public holiday work (sometimes)
• Error Free Processing
• Ability to work under pressure
• Compliance with regulatory/institutional requirements

Thinking Complexity: 

• Timely processing of transactions with high level of accuracy
• Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
• Valuing Diversity:
• Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organisational success.
• Having to make decisions constantly on whether instruments presented over the counter are genuine and fit for payment in a highly risky market with potential for fraud.
• The job involves paying and receiving large volumes of cash in local and foreign currency and ensuring that the cash books are balanced daily. This requires knowledge of cash and tellers operating procedures and a good analytical/logical thinking ability.
• Addressing customer complaints, enquiries and needs presented over the counter.