Lead Teller
Campus Credit Union – Wichita, Kansas
Job Summary
The Lead Teller plays a key role in delivering an exceptional member experience while supporting the efficient, accurate, and secure operation of Campus Credit Union’s frontline member service functions.
This position serves as a senior resource for tellers and members, assisting with complex transactions, resolving member service issues, supporting daily branch operations, and helping ensure compliance with Credit Union policies, procedures, security requirements, and applicable regulations.
The Lead Teller provides day-to-day leadership and guidance to frontline staff, assists with teller scheduling and coverage, helps train and coach employees, and works closely with management to maintain high standards of member service and operational performance.
As a member-owned financial cooperative, Campus Credit Union is committed to helping members improve their financial well-being. The Lead Teller is expected to build strong member relationships, identify opportunities to better serve members, and connect members with the appropriate Credit Union products, services, and team members.
Essential Duties and Responsibilities
Member Service
- Provide friendly, professional, accurate, and efficient service to every Campus Credit Union member.
- Serve as a primary resource for resolving complex teller transactions, member questions, account servicing needs, and frontline issues.
- Take ownership of member concerns and work toward timely and appropriate resolution within Credit Union policies and procedures.
- Develop strong relationships with members by listening to their needs and identifying opportunities for Campus Credit Union to better serve them.
- Educate members regarding Credit Union products, services, digital banking tools, debit cards, ATMs, online banking, mobile banking, and other available delivery channels.
- Refer members to appropriate lending, deposit, mortgage, commercial, or other Credit Union personnel when additional assistance or financial services may benefit the member.
- Maintain confidentiality of member information at all times.
Teller Operations
- Perform all teller functions accurately, efficiently, and in accordance with established procedures.
- Process member deposits, withdrawals, transfers, loan payments, check cashing, cashier's checks, and other authorized financial transactions.
- Maintain responsibility for assigned cash drawer and balance within established Credit Union guidelines.
- Assist with teller balancing discrepancies and research transaction differences when necessary.
- Assist with vault operations, cash shipments, cash ordering, cash limits, and related controls as assigned.
- Maintain appropriate dual-control procedures for cash, negotiable instruments, vault access, and other sensitive functions.
- Ensure proper documentation and authorization for transactions.
- Monitor teller activity for accuracy, unusual transactions, policy exceptions, and potential fraud concerns.
- Follow established procedures related to counterfeit currency, fraudulent checks, identity theft, scams, account takeover attempts, and other suspicious activity.
Teller Line Leadership
- Provide day-to-day leadership, direction, and support to tellers and other frontline staff.
- Serve as the first point of contact for teller questions and operational issues.
- Assist management with daily teller scheduling, lunch schedules, employee coverage, and staffing needs.
- Monitor teller line activity and adjust staff assignments as necessary to maintain efficient member service.
- Observe teller performance and provide timely coaching and feedback.
- Help promote teamwork, accountability, professionalism, and a positive work environment.
- Assist with the onboarding, training, and development of new tellers and member service employees.
- Reinforce Credit Union procedures and expectations with frontline staff.
- Escalate significant employee, member, operational, compliance, or security concerns to management as appropriate.
- Assist management with branch opening and closing responsibilities as assigned.
Compliance, Security, and Internal Controls
- Follow all Campus Credit Union policies, procedures, internal controls, and security requirements.
- Help ensure teller operations comply with applicable federal and state laws and regulations.
- Maintain working knowledge of applicable requirements, including Bank Secrecy Act/Anti-Money Laundering requirements, OFAC, Regulation CC, member identification requirements, and other regulations applicable to frontline transactions.
- Follow established procedures regarding Currency Transaction Reports, suspicious activity escalation, member identification, cash transactions, and related compliance requirements.
- Help ensure teller staff understand and follow appropriate regulatory and internal procedures.
- Support internal and external audit and examination activities as requested.
- Maintain appropriate controls over cash, keys, combinations, negotiable instruments, member information, and Credit Union property.
- Immediately report suspected fraud, suspicious activity, security concerns, policy violations, or operational weaknesses to appropriate management personnel.
- Assist with branch security procedures, including opening, closing, alarms, robbery procedures, and emergency protocols.
Products and Member Financial Needs
- Maintain current knowledge of Campus Credit Union deposit products, loan products, fees, services, policies, and procedures.
- Identify appropriate opportunities to discuss Credit Union products and services with members based upon their expressed needs.
- Make quality referrals to lending, mortgage, commercial lending, or other appropriate Credit Union personnel.
- Help members understand available financial tools and services that may improve their financial well-being.
- Promote member relationships rather than transactional sales and ensure recommendations are made in the best interest of the member.
General Responsibilities
- Attend and participate in staff meetings, training sessions, branch meetings, and other Credit Union meetings as requested.
- Maintain a professional appearance and represent Campus Credit Union positively in interactions with members, coworkers, vendors, and the community.
- Demonstrate flexibility and willingness to assist in other operational areas when needed.
- Maintain dependable and punctual attendance.
- Work Saturdays or extended hours when scheduled or directed by management.
- Travel between Campus Credit Union locations when necessary.
- Perform other duties and responsibilities as assigned.
- Responsibilities may be modified as the needs of Campus Credit Union change.
Education and Experience
Required
- High school diploma, GED, or equivalent combination of education and relevant work experience.
- Minimum of three years of cash-handling, teller, retail banking, credit union, or comparable financial-services experience preferred.
- Demonstrated ability to provide exceptional member or customer service.
- Demonstrated accuracy when handling cash and financial transactions.
- Ability to effectively organize and manage multiple responsibilities.
- Strong computer skills and ability to use Windows-based applications and financial-services software.
- Ability to exercise sound judgment and make appropriate decisions within established authority.
- Demonstrated ability to work effectively as part of a team.
Leadership Experience
Previous lead, supervisory, training, or coaching experience is strongly preferred. Candidates must demonstrate the ability to:
- Lead by example.
- Coach and develop employees.
- Communicate expectations clearly.
- Address operational issues promptly.
- Maintain professionalism during difficult member or employee situations.
- Foster teamwork and accountability.
- Exercise good judgment when management is not immediately available.
Licenses and Certifications
- Notary Public commission preferred or willingness to obtain if requested by Campus Credit Union.
- Additional financial-services, compliance, or credit union certifications are beneficial but not required.
Knowledge, Skills, and Abilities
The successful Lead Teller should demonstrate:
- Exceptional member service and interpersonal skills.
- Strong cash-handling and transaction-processing skills.
- High attention to detail and accuracy.
- Strong problem-solving and research abilities.
- Sound judgment and decision-making skills.
- High personal integrity and professional ethics.
- Ability to appropriately handle confidential financial and personal information.
- Strong verbal and written communication skills.
- Ability to lead and motivate others.
- Ability to coach employees constructively and respectfully.
- Effective time-management and organizational skills.
- Ability to remain calm and professional during periods of high transaction volume or difficult member interactions.
- Ability to recognize potential fraud, suspicious transactions, or unusual account activity and appropriately escalate concerns.
- Working knowledge of teller operations, cash controls, balancing procedures, and branch security.
- Ability to learn and apply Credit Union policies, procedures, products, and regulatory requirements.
- Ability to identify member needs and make appropriate referrals without using high-pressure sales practices.
- Willingness to take ownership of problems and follow issues through to resolution.
Core Competencies
Member Focus
Consistently places the needs of Campus Credit Union members at the center of decisions and interactions while protecting the safety and soundness of the Credit Union.
Accountability
Takes ownership of responsibilities, follows through on commitments, and holds themselves and others to high standards of accuracy and performance.
Integrity
Conducts Credit Union business ethically, protects confidential information, follows established policies, and acts in the best interests of Campus Credit Union and its members.
Leadership
Leads by example, supports coworkers, provides constructive coaching, and helps create a productive and respectful workplace.
Teamwork
Works collaboratively across departments and understands that providing excellent member service is a shared responsibility.
Operational Excellence
Maintains strong attention to detail, follows established controls, identifies operational weaknesses, and continually looks for ways to improve efficiency and member service.
Communication
Communicates clearly, professionally, and respectfully with members, coworkers, management, and outside parties.
Adaptability
Responds positively to changes in technology, regulations, procedures, staffing, and the evolving needs of Campus Credit Union.
Physical Requirements
The physical requirements of this position generally include:
- Prolonged standing and/or sitting during the workday.
- Frequent use of hands and fingers to operate computers, cash-counting equipment, calculators, phones, and other office equipment.
- Frequent face-to-face and telephone communication with members and employees.
- Occasional bending, reaching, kneeling, and lifting from floor or counter height.
- Frequent lifting and carrying of items weighing approximately 1–10 pounds.
- Occasional lifting of items weighing up to approximately 30 pounds.
- Ability to safely access teller stations, vault areas, offices, and other Credit Union workspaces.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.
Driving and Travel Requirements
Must possess a valid driver's license and be able to occasionally operate a motor vehicle for Credit Union business, including travel between Campus Credit Union locations, training events, meetings, or other business-related activities.
Work Environment
This position primarily works in a member-facing financial institution environment and requires regular interaction with members, employees, vendors, and other visitors.
The Lead Teller may be exposed to confidential financial information, significant amounts of cash, sensitive member information, and situations requiring discretion, sound judgment, and strict adherence to security procedures.
Schedule
This is an in-person position. Work hours will generally correspond with Campus Credit Union's normal business hours but may include:
- Opening or closing responsibilities.
- Saturday hours.
- Staff meetings or training outside normal branch hours.
- Additional hours when necessary to meet staffing or operational needs.
Employment Expectations
All Campus Credit Union employees are expected to:
- Conduct themselves professionally and ethically.
- Comply with Credit Union policies, procedures, and applicable laws and regulations.
- Safeguard member and Credit Union information.
- Avoid actual or perceived conflicts of interest.
- Maintain the trust placed in them as employees of a financial institution.
- Support Campus Credit Union's commitment to providing exceptional service to its members and community.
Equal Employment Opportunity
Campus Credit Union is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
Campus Credit Union will provide reasonable accommodations to qualified individuals with disabilities in accordance with applicable law.
Pay: $20.00 - $25.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Financial planning services
- Health insurance
- Health savings account
- Opportunities for advancement
- Paid sick time
- Paid time off
- Vision insurance
Work Location: In person
