Responsible for implementing existing policies, procedures, and
systems involving cashiering operations and member services
functions. Coordinates, directs, and assigns work. Answers Service
Representatives' questions, resolves more complex problems, and
oversees balancing. Responsible for smooth flow of teller lines,
adequate window coverage, and general training and supervision of
Service Reps. Oversees provision of a full range of services
(including phone and mail) to members and prospective members.
Ensures that members are promptly and professionally served. Acts
as a Service Representative as needed and enthusiastically
cross-sells Credit Union services.
Assumes responsibility for ensuring and performing efficient,
effective, and professional teller operations:
Ensures that all teller functions are correctly performed and
are in accordance with established polices and standards. Ensures
that all security procedures are followed. Coordinates teller
operations by assisting in assigning work and distributing work
flow. Coordinates weekly schedules, monitors lunch and breaks,
tracks sick and vacation leave. Answers Service Representative's
questions, solves problems, and assists with complex transactions
and sensitive member relations problems. Explains policies and
procedures to members. Makes judgments for service Representatives
within limits of authority, pertaining to cashing and/or accepting
checks or drafts. Gives authorization for overrides. Investigates
teller out of balance conditions and institutes corrective
procedures. Assists in finding balancing errors. Ensures that each
teller balances at the end of each day and that all monies are
secured in accordance with established procedures. Performs teller
paying and receiving functions as required. Receives share deposits
and loan payments. Prepares proper receipts. Maintains an inventory
of cashier's checks, money orders, receipts, travelers checks, and
other negotiable items for use in the teller area. Balances vault
and replenishes. Orders cash and disburses cash to tellers.
Monitors orders, dispenses, ships, and balances cash. Keeps ATM
filled and functional. Loan training and duties (extent will vary
form branch to branch).
Assumes responsibility for ensuring and effectively performing
Member Services functions:
Member Services functions are performed in accordance with
established policies and standards. Answers questions of Service
Representative personnel, solves problems and assists with complex
transactions and sensitive member relations problems. Explains
services, policies, and procedures to members. Opens and closes
accounts. Processes stop-payments, wire transfers,certificate
accounts, and other products. Corresponds with members regarding
claims. Actively and professionally cross-sells Credit Union
services. Assists in completing dealer payoffs and with delivery of
Effectively supervises area personnel, ensuring optimal
Provides leadership to personnel through effective objective
setting, delegation, and communication. Ensures that personnel are
well-trained, effective, and optimally used. Provides instruction
regarding policy, procedure, and service and product offerings.
Assists and coaches new employees. Tracks individual employee
progress and assists with performance appraisals as required.
Provides support and suggestions for employee improvement. Assists
and supports personnel as needed.
Assumes responsibility for ensuring that professional business
relations exist with members:
Resolves members' requests, problems, and questions are promptly
and courteously resolved. Answers members' questions or refers
appropriately. Answers questions regarding account balances.
Assists members with needs as requested. Keeps members accurately
and appropriately informed of Credit Union policies and procedures.
Receives and processes new accounts and changes to existing
accounts. Maintains and projects the Credit Union's professional
reputation. Trains the staff on a continuous basis (staff
meetings). Quarterly security training.
Assumes responsibility for establishing and maintaining
effective communication and coordination with Department, Branch,
area personnel, and with management:
Coordinates Service Representative duties and responsibilities
with related functions within and outside of the branch. Keeps
management informed of area activities and of any significant
problems. Provides suggestions for improved service. Counsels
members regarding money management and financial matters. Completes
required reports and related documents promptly and accurately.
Types end of month reports. Attends meetings as required. Relays
information to staff. Maintain employee progress files.
Assumes responsibility for related duties as required or
Ensures that work area and equipment are clean and
well-maintained. Performs procedures for opening and closing of
operations, including vault, alarm, and doors. Fills in for Service
Representatives as needed. Performs related clerical functions as
- High school graduate or equivalent.
- Back-up Lead Teller Qualified.
- Certified Teller.
- Lead Teller Test at 80% or higher.
- Completed SMLD Phase I & II.
- A thorough knowledge of Service Representative operations and
- Basic understanding of Credit Union operations, including
opening and closing accounts, loans, IRA and certificate
- Understanding of the Credit Union philosophy.
- Knowledge of basic accounting.
- Minimum of 2-3 years experience as a Teller at a full service
- Excellent communication and leadership skills, well
- Supervisory and training abilities.
- Professional appearance, dress, and attitude.
- Solid math skills.
- Ability to operate related computer software, and other
business equipment including 10-key, money counters, and