Lead Teller (LT)
Overview
A Lead Teller (LT) manages the teller operations. LT's ensure that teller operations conform to set policies and procedures and teller activities are operating efficiently. This is NOT an all-inclusive list of LT responsibilities.
An associate assigned to a specific office during the absence/vacancy of the LT position MUST have the same override and decision-making authority as the LT.
LT Accountability Chart
The Lead Teller (LT) is responsible for completing the LT Accountability Chart under the following circumstances:
- During the LT's 90-day new hire period
- If their annual performance review falls below Meets Expectations; or
- At the discretion of their manager
A notes tab is available for use during the month for documenting any information the LT deems necessary for the current month.
When used, the LT Duties and Accountability Chart is to be printed and placed in the designated green audit notebook.
LT Associate Documentation
A Lead Teller (LT) is responsible for providing to Human Resources all documents pertaining to each teller's individual performance.
- Performance Standards Assessments for:
- Chargeback Item Losses
- Other Cash Losses
- Policy Violation/Non-Monetary Occurrences
- Associate Warning Notices
- Carelessness Memos
- Decision Memos
- Doctor's Notes
- Any other Associate Information
Copies of these items should NOT be retained in the associate's office file. Past performance or behavioral issue documentation should be requested from your Human Resources (HR) Consultant.
An office file should be kept containing the following:
- Associate's monthly coaching logs
- Transaction Batch Review
Note: This file is to be kept in a secure/locked location only accessible by the Lead Teller (LT) and Client Experience Manager CXM/CXMII Leader. If the associate transfers to another department of CCB or they are no longer employed at CCB (separation), send the office file to Human Resources.
Synergy Reports
Synergy requires the same User ID and password used for Xperience > Silverlake. The Organization is 0002. Listed below are several important reports.
DD 5850 DD TRIAL/BAL
This report can function as a way to search for client's account balances when Silverlake is not available.
CF1000P CIF MASTER ACCOUNT
This report provides client account numbers.
The report functions as a way to search for client account numbers when Silverlake is not available. The report is only generated on the 7th of every month. If the 7th falls on Saturday or Sunday, the report is generated on Friday (for example: May 7th 2011 is a Saturday; the report was generated on Friday, May 6th).
VT - Override Exception Report
This report is pulled to review individual associate records of Override Messages received within Vertex transactions.
If the message requires "F4" to view, the report lists the following:
- Y = F4 selected
- N = message not opened
- Blank = F4 not required to view the message
Additional Responsibilities
Office Cash Vault
The Lead Teller (LT) is responsible for the overall supervision of the vault as well as ensuring the recommended cash limits are NOT exceeded. The LT and/or CXM/CXMII may designate another associate (s) to assist the LT in the performance of vault duties as delegated. It is the LT's responsibility to ensure that all policies and procedures are adhered to by all Authorized Associates assigned to the Vault Drawer.
Lead Teller Meeting
Retail Support is responsible for facilitating the LT meetings. The dates for these meetings are based on schedules and bank holidays and then communicated in advance.
LT's are expected to attend the meetings and avoid scheduling Paid Time Off (PTO) or training classes on the day of a meeting. A LT is responsible for meeting with their teller staff to review relevant material received at the meetings.
CCB Services Company Auditorium - Tallahassee, Florida
- 9:30 a.m. EST.
- Includes the following counties: Bay, Gadsden, Grady, Gulf, Jefferson, Leon, Madison, Wakulla, Walton, and Washington.
Chiefland Boardroom - Chiefland, Florida
- 9:30 a.m. EST.
- Includes the following counties: Alachua, Bradford, Citrus, Clay, Dixie, Gilchrist, Hernando, Levy, Pasco, Putman, St. Johns, Suwannee, and Taylor.
Macon Main Boardroom - Macon, Georgia
- 9:30 a.m. EST.
- Includes the following counties: Bibb, Burke, Chambers, Cobb, Laurens, and Troup.