Senior Teller

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
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
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
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
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