Job Description

• Ensure all counter transactions are processed accurately and swiftly and in accordance with the laid down procedures

• Reduce wait time & serve time by efficient processing of all transactions

• Manage customer expectations for each transaction and ensure adherence to basic service standard set by the business

• Eliminate risk of cash differences by diligently enforcing, controlling &monitoring the cash transactions proceeded & ensuring accurate delivery of cash to customers at all times.

• Be vigilant & alert on any possible fraud & risks.

• Provide continuous feedback to branch operations on process adherence & any observed inconsistencies at the counter through branch monthly exceptions reporting mechanism

• Ensure cash shortages & excesses both at counter & ATM at zero

• Investigate thoroughly any differences in balancing & reconciliation of cash & other security items by following the standard process of checking /scrutiny/investigation

• Maintain an up date balanced inventory of all security stationary

• Adhere to al policies and processes to ensure an acceptable risk rating of the counter area audit- Branch operations

• Report deviations/exceptions to concerned authority as per standard practice recommended by the business

• Maintain tight control on all branch sundry &suspense & income accounts & prepare report monthly statements to branch operations

• Ensure all branches GL lines monitored ,balanced & reconciled as per guide lines

• Ensure any changes /modifications to the processes & policies made by H.O are timely implemented.

• Ensure effective risk management & regulatory compliance for the teller functions.

• To observe appropriate measures defined for cash & vault security

• The job holder will have to handle customers and resolve issues through direct interface

• Manage a team of counter service specialists

• Internal and external auditors for satisfactory audit rating

• The job holder will need to liaise with CPS, head office, risk management, customer service and branch operations for a smooth, risk free & controlled functioning of teller area

• In the absence of the branch manager the CSM will be the acting authority in the branch

• Investigate all the deviations and exceptions reported in the counter are of the branch, document them and obtain necessary approvals for their quick resolution.
• Should have thorough knowledge on remittances and Cheque process to be able to handle all related inquiries and complaints
• Cash shortage and excess resolution
• Cash management problems
• Regulatory and compliance issues
• Decisions on referred transaction of all counter transactions
• Decisions related to cash management
• Recommend process changes, infrastructure changes and technical equipment modification in the system.
• Responsible for audit ratings, reporting and counter area & operational losses
• Responsible for all GL &sundry account monitoring
• The job holder should have thoroughly knowledge of :
  1. counter related functions
  2. cash management
  3. clearing and collection
  4. drafts and Remittances
  5. Suspense accounts and G/L booking and liquidation
  6. System and process of the area
  7. fair knowledge of RBG products
  8. Extensive knowledge of all counters related and dependant process.
• The following skills will be required to mange the counter area
• Leadership and supervisory skills
• Excellent communication and interpersonal skills.

The CSM should have at least 5+ years of experience as a teller within banking industry