Job Description

The Teller is responsible for delivering efficient, accurate, and courteous banking services while ensuring compliance with internal policies, regulatory standards, and risk controls. The role involves handling cash transactions, deposits, withdrawals, and other branch services, contributing directly to customer satisfaction and operational excellence. The Teller serves as the first point of contact for customers and plays a vital role in upholding the banks reputation for service quality, accuracy, and trust.

Key Responsibilities:

1. Customer Service:

• Deliver prompt, courteous, and professional service to all customers.

• Handle inquiries, complaints, and requests with empathy and efficiency, escalating complex cases where required.

• Maintain a professional demeanor and ensure fair treatment of all customers, including people of determination and vulnerable customers.

• Promote relevant banking products and services to meet customer needs and enhance their banking experience.

2. Transaction Processing:

• Accurately process deposits, withdrawals, transfers, loan/financing payments, cheque clearings, and other teller transactions.

• Ensure all transactions comply with internal controls, policies, and regulatory requirements.

• Manage cheque postings, PDC processing and cancellations, ATM dispute handling, reconciliation, and end-of-day balancing.

• Maintain transaction accuracy and timeliness to meet operational SLAs.

3. Cash Handling & Balancing:

• Manage daily cash operations efficiently, ensuring accuracy in all transactions.

• Conduct start-of-day and end-of-day cash balancing; promptly investigate and resolve discrepancies.

• Adhere to counterfeit detection procedures and regulatory thresholds for large cash deposits.

• Ensure compliance with vault access procedures, dual control, and other safety protocols.

4. Compliance & Risk Management:

• Adhere to all AML, KYC, and internal risk management policies.

• Identify and report suspicious transactions as per AML/CFT regulations.

• Ensure compliance with Central Bank guidelines, bank SOPs, and internal control frameworks.

• Maintain awareness of Consumer Protection Regulations (CPR) and promptly report any breaches.

5. Consumer Protection & Conduct:

• Ensure 100% adherence to CPR guidelines and completion of all related training, including Islamic banking and Sharia awareness where applicable.

• Handle customer complaints promptly, maintaining full documentation and closure within defined timelines.

• Follow bank standards for fair treatment, transparency, and responsible communication with customers.

6. Record Keeping & Documentation:

• Maintain accurate and organized transaction records and documentation for audit readiness.

• Ensure proper filing and archiving in line with internal and regulatory requirements.

7. Cross-Selling & Referrals:

• Identify customer needs and refer suitable banking products and services.

• Support the branch in achieving sales and service targets through proactive customer engagement.

8. Team Collaboration & Development:

• Work closely with branch colleagues to ensure smooth operations and superior customer service.

• Share feedback and best practices to enhance process efficiency.

• Participate in continuous learning, product training, and skill development initiatives.

Qualifications & Experience:

• Education: Minimum high school diploma; bachelors degree in Finance, Business Administration, or a related field preferred.

• Experience: Minimum 1 year of experience in cash handling or teller operations, preferably within the banking or financial services sector.

• Skills:

  • Strong numerical and analytical ability.

  • Excellent communication and interpersonal skills.

  • High attention to detail and accuracy under pressure.

  • Proficiency in core banking systems and MS Office applications.

• Languages: Fluency in English; Arabic proficiency preferred.