Position Title: Senior Teller DEPARtment: Branch
Classification: Non-Exempt DATE: June 2020
REPORTING RELATIONSHIPS
Position Reports To: Branch Supervisor
Positions Supervised: None
POSITION PURPOSE
Responsible for following policies, procedures, and systems involving cashiering operations and member service functions. Coordinates, directs, and assigns work. Resolves more complex teller problems and oversees balancing. Responsible for smooth flow of Teller lines, adequate window coverage. Ensures members are promptly and professionally served.
ESSENTIAL FUNCTIONS AND BASIC DUTIES
1. Assumes responsibility for ensuring and performing efficient, effective, and professional Teller operations.
a. Ensures all Teller functions are correctly performed and are in accordance with established polices and standards. Ensures all security procedures are followed.
b. Coordinates Teller operations by assisting in assigning work and distributing workflow.
c. Answers Teller questions, solves problems, and assists with complex transactions and sensitive customer relations problems. Explains policies and procedures to customers. Makes judgments for Tellers (within limits of authority) pertaining to cashing and/or accepting checks or drafts.
d. Investigates Teller out-of-balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures each Teller balances at the end of each day and all monies are secured in accordance with established procedures.
e. Performs Teller paying and receiving functions as required. Receives deposits and loan payments. Prepares proper receipts.
f. Maintains an inventory of cashier's checks, money orders, receipts and other negotiable items for use in the Teller area.
g. Balances vault
h. Monitors, orders, dispenses, ships, and balances cash.
2. Assumes responsibility for ensuring and effectively performing customer service functions.
a. Ensures member service functions are performed in accordance with established policies and standards.
b. Resolves members’ requests, problems, and questions promptly or refers appropriately.
c. Presents and explains credit union services and products to members and assists in meeting their financial needs. Opens and closes accounts. Orders checks for members' accounts.
d. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Resolves customer bookkeeping and checking account problems. Takes stop payment orders.
e. Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
f. Performs file maintenance and account changes as needed.
g. Keeps members informed of credit union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
h. Maintains and projects the credit union's professional reputation. Maintains privacy of customer account information.
i. Actively cross sells Company products and services.
3. Effectively oversees area personnel, ensuring excellent performance.
a. Provides leadership to personnel through effective objective setting, delegation, and communication.
b. Ensures personnel are well trained in an effective and proper manner. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
c. Provides support and suggestions for employee improvement to supervisor.
d. Assists and supports personnel as needed in the absence of supervisor.
4. Assumes responsibility for establishing and maintaining effective communication and coordination with branch and area personnel and with management.
a. Coordinates duties and responsibilities of department as needed.
b. Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service.
c. Completes required reports and related documents promptly and accurately.
d. Attends meetings as required.
5. Assumes responsibility for ensuring safety and security and related duties as required or assigned.
a. Ensures work areas and equipment are clean and well maintained.
b. Performs procedures for opening and closing of operations, including vault, alarm, and door duties.
c. Performs related clerical functions as required.
d. Handling and safeguarding all vault inventory items and securing vault.
PERFORMANCE MEASUREMENTS
1. Teller functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
2. Security procedures are understood and adhered to by all Tellers.
3. Monies are balanced, and any discrepancies promptly resolved.
4. Tellers are appropriately directed, assisted, and supported.
5. Good business relations exist with customers. Customers' problems or questions are courteously and promptly resolved.
6. Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
7. Required reports and records are accurate, complete, and timely.
8. The Company’s professional reputation is maintained and conveyed.
9. Transaction levels, balancing, errors, etc. are in line with Company standards.
COMPENTENCIES EVALUATED
20% Accountability
20% Attention to Detail
20% Productivity
20% Job Knowledge
10% Sales Performance
10% Attendance
100% TOTAL
Education/Certification: High school graduate or equivalent.
Required Knowledge: A thorough knowledge of Teller operations and procedures.
Basic understanding of Company operations
Understanding of Company philosophy.
Experience Required: Minimum of three to five years of experience as a Teller at a full-service financial institution.
Skills/Abilities: Excellent communication and leadership skills.
Professional appearance, dress, and attitude.
Solid math skills.
Ability to operate related computer software, and business equipment including 10 key, money counters, and telephone.
Good typing skills
PHYSICAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Talking: Especially where one must frequently convey detailed or important instructions or ideas accurately, loudly, or quickly.
Average Hearing: Able to hear average or normal conversations and receive ordinary information.
Repetitive Motion: Movements frequently and regularly required using the wrists, hands, and/or fingers.
Finger Dexterity: Using primarily just the fingers to make small movements such as typing, picking up small objects, or pinching fingers together.
Average Visual Abilities: Average, ordinary, visual acuity necessary to prepare or inspect documents or products or operate machinery.
Physical Strength: Long periods of standing and Sedentary work; Exerts up to 10 lbs. of force occasionally.
WORKING CONDITIONS
None: No hazardous or significantly unpleasant conditions (such as in a typical office).
MENTAL ACTIVITIES AND REQUIREMENTS OF THIS POSITION
Reasoning Ability: Ability to deal with a variety of variables under only limited standardization.
Able to interpret various instructions.
Mathematics Ability: Ability to perform basic math skills, use decimals.
Language Ability: Ability to communicate in complex sentences, using normal word order with present and past tenses and good vocabulary.
Ability to write complex sentences, using proper punctuation, and using adjectives and adverbs.
This Job Description is not a complete statement of all duties and responsibilities comprising this position.
