Operations Services Lead (Teller Lead)
First Citizens Bank · Wendell, NC
- On site
- Full-time
- $75,000 / year
- Wendell, NC
Job highlights
- Support branch operations and customer service.
- Process transactions and educate customers.
- Identify and refer sales opportunities.
- Manage risks and ensure compliance.
- Requires financial services or management experience.
About the role
Operations Services Lead (Teller Lead)
Are you a people person? Be a First Citizens person. Join our branch team and make a difference.
As an Operations Services Lead at First Citizens Bank, you will be responsible for supporting the branch sales or service manager in the operational management of the branch. Processes teller transactions and other customer service requests. Facilitates customer awareness and education of bank capabilities, tools and resources. Responsible for identifying and referring sales opportunities to the appropriate bank partner. This position supports the sales efforts of a branch team.
A Successful Candidate Will Demonstrate
- Customer Service Skills: Demonstrates professionalism and empathy in customer interactions
- Adaptability: Has the ability to learn and adapt quickly to new information and technology and can effectively relay those changes to the team
- Teamwork: Strives to build strong working relationships with those on their team as well as cross-functional relationships
- Flexibility: Capable of handling multiple demands and can readily shift priorities to support direct reports in daily tasks
- Influence: Capable of building rapport with different personalities to drive positive results
- Agility: Able to process information and move quickly through problem resolution
- Communication Skills - Interpersonal: Comfortable and confident with proactively engaging in conversation with different audiences
- Management Skills: Capable of managing and developing members on a team to ensure operational soundness
Responsibilities
- Service Standards: Foster collaborative partnerships that deliver value for customers, prospects and colleagues. Initiate conversation to uncover sales or referral opportunities. Listen attentively and ask insightful questions to understand customer needs and preferences; and take prompt actions to address immediate needs. Proactively look for ways to optimize performance by seeking coaching, supporting Bank initiatives and leveraging tools to enhance activities.
- Operations and Administration: Comply with all regulations, bank policies, procedures and delegated authorities to manage risk related to credit, operational, reputational, regulatory and legal aspects of personal interactions, customer transactions and financial exposures. Complete required training by established deadlines. Perform general office management duties as assigned to ensure operational efficiency. Associates in roles defined to take deposits are accountable for transaction accuracy and operational efficiency of that function. The results may include an accountability for individual contribution as well as team performance.
Qualifications
- Bachelor's Degree and experience in Financial services, customer service, bank operations, or branch operations management OR High School Diploma or GED and 2 years of experience in Financial services, customer service, bank operations, or branch operations management
- Preferred Area of Experience: Management or supervisory experience within banking
- Skill(s): Financial literacy, Knowledge of retail banking products and services, Operations management
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.
Key skills/competency
- Operations Services Lead
- Branch Operations
- Teller Operations
- Customer Service
- Risk Management
- Financial Services
- Team Leadership
- Sales Referrals
- Operational Efficiency
- Banking Products
Skills & topics
- Operations Services Lead
- Teller Lead
- Branch Operations
- Financial Services
- Customer Service
- Bank Operations
- Team Leadership
- Retail Banking
- Operations Management
- Risk Management
How to get hired
- Tailor your resume: Highlight financial services, customer service, and management experience. Use keywords from the job description like 'operations management' and 'team leadership'.
- Showcase your skills: Emphasize your customer service, adaptability, teamwork, and management abilities in your application and during interviews.
- Understand the role: Be prepared to discuss how you ensure operational soundness and identify sales opportunities in a branch setting.
- Prepare for behavioral questions: Have examples ready to demonstrate your influence, agility, and communication skills in customer and team interactions.
- Research First Citizens Bank: Familiarize yourself with their values, mission, and commitment to customer service to align your responses.
Technical preparation
Review retail banking products and services.,Understand branch operational procedures.,Practice transaction processing accuracy.,Familiarize with bank regulations.
Behavioral questions
Describe a time you handled a difficult customer.,How do you motivate a team?,Share an example of adapting to change.,How do you identify sales opportunities?
Frequently asked questions
- What are the key responsibilities of an Operations Services Lead at First Citizens Bank?
- The Operations Services Lead at First Citizens Bank supports branch management in operational tasks, processes customer transactions, educates customers on bank services, identifies sales opportunities, and ensures compliance with regulations and policies. They play a crucial role in maintaining operational efficiency and supporting the branch's sales efforts.
- What qualifications are required for the Operations Services Lead role?
- A Bachelor's Degree in financial services, customer service, bank operations, or branch operations management is preferred. Alternatively, a High School Diploma or GED with 2 years of relevant experience in financial services, customer service, bank operations, or branch operations management is acceptable. Prior management or supervisory experience in banking is a plus.
- What skills are important for an Operations Services Lead at First Citizens Bank?
- Key skills include strong customer service, adaptability, teamwork, flexibility, influence, agility, interpersonal communication, and management skills. Financial literacy, knowledge of retail banking products and services, and operations management expertise are also vital.
- Does First Citizens Bank offer benefits for this role?
- Yes, First Citizens Bank offers a competitive and comprehensive benefits program as part of its total rewards. More specific details about their benefits can be found on their careers page at https://jobs.firstcitizens.com/benefits.
- How can I best prepare for an interview for the Operations Services Lead position?
- To prepare for the Operations Services Lead interview, focus on demonstrating your customer service excellence, problem-solving abilities, and leadership potential. Be ready to share specific examples of how you've managed teams, handled operational challenges, and contributed to sales goals in a banking environment. Understanding First Citizens Bank's values and operational procedures will also be beneficial.