Teller, Branch Banking, Retail Banking (Relief Teller)

Job Purpose:

The Teller is responsible for delivering efficient, accurate, and courteous service to customers by managing daily teller operations, including cash transactions, deposits, withdrawals, and other banking services. This role ensures strict adherence to the bank’s policies, procedures, and regulatory requirements to protect customer information and assets while handling large volumes of cash. The Teller plays a key role in mitigating operational risks and contributes to a positive customer experience by addressing inquiries, resolving issues promptly and promoting the bank’s products and services as appropriate, ensuring the overall success of branch banking services.

Principal Accountabilities:

Customer Service:

Deliver high-quality, courteous, and efficient service to customers, ensuring a positive banking experience. Act as the first point of contact, providing a professional and welcoming environment. Address customer inquiries, resolve issues promptly and escalate complex concerns to appropriate channels as needed, while promoting the bank’s products and services. Treat customers fairly and ensure adherence to CPR regulation, especially when handling people of determination and customer complaints.

Transaction Processing:

Accurately process a range of customer transactions, including deposits, withdrawals, transfers, loan/financing payments, checking cash, ATM posting, clearing cheques, post-dated cheques (PDC), PDC cancellations, transfer cheques, demand posting, ATM dispute resolution, ATM shortage handling, reconciliation, special clearing, end-of-day balancing, and cash and transaction reporting. Ensure compliance with the bank’s policies and procedures aligned with regulatory requirements.

Cash Handling and Balancing:

Manage cash transactions, ensuring accurate handling of large volumes of cash. Monitor cash levels in teller drawers and balance cash at the beginning and conduct end-of-day cash balancing and promptly report and resolve any discrepancies. Check for counterfeit notes and follow procedures to handle suspected counterfeit currency in line with bank policy and regulatory guidelines. Ensure adherence to the bank’s processes on all transactions, including counterfeit note detection, transaction thresholds for cash deposits, vault procedures, and other applicable guidelines.

Compliance and Risk Management:

Ensure strict compliance with bank policies, procedures, and regulatory requirements, including all Central Bank regulations, to protect customer information and assets. Identify and report suspicious transactions or potential fraud in line with the bank’s anti-money laundering (AML), know your customer (KYC), and risk management procedures. Adhere to all guidelines to ensure timely account or asset closures and meet the required turnaround time (TAT). Ensure compliance with CBUAE regulations at all times as applicable.

Compliance and Adherence to Consumer Protection Regulation and Standards:

• Ensure that CPR guidelines are being followed 100% at all times. Any breach identified is reported to Head of Consumer Protection immediately.
• Ensure all trainings related to CPR are completed. This also includes Islamic banking and Sharia training.
• Ensure adherence to the guideline for people of determination and vulnerable people.
• Ensure customer complaints are logged and resolved on a timely basis.

Record Keeping and Documentation:

Maintain accurate records of transactions and ensure proper documentation of all activities. Follow internal procedures for filing and reporting as per the bank’s standards for audits and compliance.

Cross-Selling and Recommendation:

Identify customer needs and recommend the bank’s products and services that may enhance the customer’s banking experience. Refer customers to branch manager or specialized departments when appropriate.

Team Collaboration:

Work collaboratively with branch staff to support overall branch operations and customer satisfaction. Communicate effectively with team members, sharing insights and information to improve processes and address any customer issues collectively. Foster a positive work environment by supporting colleagues and contributing to a team-focused culture.

Continuous Improvement:

Actively participate in training and development programs to enhance knowledge of bank products, policies, and customer service standards. Provide feedback to improve processes and customer service delivery with an emphasis on compliance, risk management, and customer protection.

Job Requirements (Qualifications /Experience):

• Minimum high school diploma or a bachelor’s degree in finance, business administration or any related field is preferred.
• Minimum 1 year of experience in a cash-handling role, experience in banking or financial services is preferred.
• Strong numerical and cash-handling skills with high attention to accuracy.
• Excellent communication and interpersonal skills to engage effectively with customers.
• Effective problem-solving and escalation skills to address and resolve customer issues within established guidelines.
• Awareness of UAE Central Bank regulations to ensure compliance in all transactions and customer interactions.
• Basic proficiency in computer applications and banking software.
• Language: Proficiency in both English and Arabic is required.
• Good understanding and familiarity of Islamic banking principles and governance.
• Please note that this is a Relief Teller vacancy; the candidate should have a valid driving license in UAE/car. As a Relief Teller, the candidate will be transferred to any branch of United Arab Bank (in UAE) to cover shortage of staff.