Senior Teller

Description

The Senior Teller provides superior member service. The role performs all functions of an MSR/Teller as well as other duties requiring additional knowledge and experience, such as opens new accounts, cross-sells credit union products and services, processes clerical work, assists the MSR/Tellers with complex balancing and other work related issues. In addition, responds to questions, provides information upon request from internal or external members, and engages with members and potential members so they in understand and utilize TFCU products and services. In the absence of the Senior MSR or Branch Manager the Senior Teller will perform all of their required duties. This role may need to support the work at other TFCU locations.

Department: Volpe Branch

Reports To: Branch Manager

Classification: Non-Exempt

Key Responsibilities:

• Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Process loan applications and disburse loans. The Senior Teller should refer along with their recommendations challenging problems that are beyond their authority to the Branch Manager. Performs all the duties of an MSR/Teller including but not limited to; processing all transactions for members, including deposits, withdrawals, loan payments, cash advances, and transfers. Assist members by disbursing money orders, travelers and cashier checks. Greet members and others entering the branch and determines how they may be assisted.
• Answers questions and resolves difficult or complex problems presented by MSR/Tellers or other staff. Utilizes tact and experience based knowledge to resolve member and staff issues or conflicts. Explain to members or staff policies and procedures while maintaining positive member relations. Maintain confidentiality of account and member information.
• Ensure that the department provides friendly, prompt, professional, and accurate service and support to all members and associates.
• Ensures the branch balances all transactions at the close of each business day. Assist MSR/Tellers and others to resolve balancing problems and authorizes over/short adjustments. Verifies Branch Manager's cash as necessary. Perform all the end of day duties to include check scanning into check21. Approves and verifies cash shipments. Manages the branch cash vault and ensures the branch and MSR/Tellers remain below established cash limits. Prepares and balances all negotiable instruments.
• Develops and improves the knowledge and skills of the MSR/Tellers on the service platform or behind the teller line. Ensure that the staff is educating members on the benefits of TFCU and recommending products or services that fits their needs.
• Process member transactions accurately and efficiently with minimal errors. Maintain accurate count, record, and secure control of cash and other negotiable items at all times. Ensure that the branch ATM up-time is consistently higher than 99%.
• Conduct one on one training with new and existing staff, providing expertise to help develop cash handling and member service skills. Opens and closes the branch as assigned while following procedures. Ensures all equipment is in proper working order and if not takes the proper steps to get the equipment fixed after consulting with the Branch Manager. Provides Notary Public and Signature Guarantee services to members based on the Branch Manager discretion.
• Ensures branch settlement including ATM's, processes, balances, and replenishes the ATM's. Researches MSR/Teller difference; resolves adjustments. Prepares and submits audits and MSR/Teller Over/Short logs to the Branch Manager.
• Maintain a highly qualified staff, sufficient to meet the daily demands of the credit union's members. Consistently exhibit a service behavior that exceeds the expectations of our members.
• Provides new and existing members educational information and advice about all Credit Union products and services. Identifies cross-selling opportunities based on cues and reviewing credit reports and then recommends the appropriate products or services that benefit the member.
• Coordinates with other credit union departments as necessary to satisfy and exceed the member's expectations. Refer TFCU members to other departments or vendors providing specialized services as necessary.
• Monitors department activities for compliance with established policy, procedures, and regulations. Identifies and takes action to improve the department's operating methods and procedures. Assist with staff work schedules and prioritization. Ensure that the branch staffing level meets the needs of the members.
• Adhere to credit union policies and procedures; stays knowledgeable of and complies with applicable laws and regulations, including BSA/AML and OFAC.
• Ensure that safeguards are in place and policies and procedures are followed in order to maintain the highest levels of accuracy and security of Credit Union assets.
• Keep management informed regarding key operating issues affecting the department. Provide observations of employee performance to the Branch Manager on a regular basis.
• Performs other related duties as assigned by the Branch Manager.
• Maintain a professional work environment and businesslike appearance.
• Support upper management in achieving goals established in the business plan.
• Perform other duties as assigned.

Requirements

Knowledge, Skills, and Abilities:

Experience

• Three years to five years of similar or related experience.

Education

• High School diploma or equivalent required
• A two-year college degree or completion of a specialized course of study at a business or trade school preferred

Interpersonal Skills

• A significant level of trust and diplomacy is required, in addition to normal courtesy and tact. Work involves extensive personal contact with others and/or is usually of a personal or sensitive nature. Work may involve motivating or influencing others. Outside contacts become important and fostering sound relationships with other entities (companies and/or individuals) becomes necessary.

Other Skills

• Must have good communication skills (verbal and written). Proficient in using general office equipment such as computers, copiers/scanners, and calculators. Be accurate and attention to details.

Other Requirements:

Work Environment

• While performing the responsibilities of the job, these work environment characteristics are representative of the environment the job holder will encounter. Reasonable accommodations may be made to enable people with disabilities to perform the essential functions of the job. Includes both a typical office environment, with minimal exposure to excessive noise or adverse environmental issues, and local travel, including exposure to heat, cold, inclement weather conditions, and occasional environmental hazards.

This list of duties and responsibilities is not intended to be all-inclusive and can be expanded to include other duties or responsibilities that management deems necessary.