Teller

Overview

Transaction Processing & Operational Accuracy

• Process cash withdrawals and deposits in local and foreign currencies, cheque deposits, inter-account transfers, and vault/main safe transactions.
• Perform end-of-day reconciliation of teller cash and valuables.
• Manage transactions related to manager’s cheques, demand drafts, telegraphic transfers, IPO processing, clearing, and returned items in line with FAB procedures.
• Ensure correctness of cash requested and received from the vault, including accurate posting in the system.
• Maintain 100% accuracy in teller transactions to meet teller-specific RFT standards.

Service Excellence & KPI Support

• Contribute to achieving branch service KPIs, including:
• NPS through friendly, professional, and efficient teller service.
• Right First Time (RFT) in teller transactions — ensuring error-free processing to avoid reversals or corrections.
• Service Request (SR) turnaround times for teller-related requests in line with SLA.
• Complaint resolution timelines for teller-related issues, escalating where necessary.
• Mystery Shopping performance by adhering to FAB service standards.
• Promote FAB’s digital channels (ATM, CDM, mobile, and online banking) to customers and assist with onboarding to these services.

Compliance & Risk Control

• Ensure teller operations comply with FAB policies, operational risk controls, KYC, AML, and regulatory requirements.
• Report suspicious transactions to the Teller Supervisor or Branch Manager in line with fraud prevention procedures.
• Safeguard customer information and adhere to FAB’s Information Security Policy, including clear desk practices.
• Participate in mandatory compliance and operational training.

Customer Engagement & Sales Support

• Identify customer needs during transactions and refer them to appropriate branch staff for product discussions.
• Generate leads for branch sales teams through referral of potential product opportunities.
• Encourage customers to migrate to higher-value programs and services.

Operational Administration

• Complete all assigned reports and documentation accurately and on time.
• Assist with surprise cash counts and vault audits as required.
• Support the Teller Supervisor in maintaining cash limits and exchange positions.
• Operates in a high-volume, accuracy-critical environment where transaction speed, security, and customer satisfaction are equally important.
• Plays a critical role in the branch’s front-line service delivery and teller-related KPI performance.
• Operates within FAB policies, governance frameworks, and regulatory requirements.
• Authorised to process teller transactions within approved limits.