JOB TITLE: HEAD TELLER
FLSA STATUS: NON-EXEMPT
REVISED DATE: 01/01/2020
REPORTS TO: ASSISTANT BRANCH MANAGER
PRIMARY FUNCTION:
The Head Teller position exists to be a subject matter expert of teller line functions and to lead in the opening, closing, and auditing of the branch. This position is responsible for providing exceptional member service by greeting members, completing transactions, solving problems, and making referrals of credit union products and services in an efficient, courteous and timely manner. Assist in the training of new tellers. This position is responsible for handling currency, coin, and negotiable items, and projecting a professional image to the members.
PRINCIPAL DUTIES/RESPONSIBILITIES:
1. Maintain and balance cash and daily work accurately.
2. Complete member transactions accurately in a timely manner while providing a positive member interaction.
3. Coordinate the training of new tellers and assist in the continued training of all tellers.
4. Process night drop and mail payments.
5. Maintain and balance ATM, dispense, recycler, and coin counting machines.
6. Balance vault daily.
7. Perform all opening and closing procedures of the office.
8. Submit cash orders to AOPS.
9. Process credit/debit card advances.
10. Scan, process, and balance checks accurately.
11. Open and close sub shares.
12. Attain satisfactory ratings of service referrals.
13. Provide members with information about Ascentra’s products and services. Assist members with problems or questions and know where to refer them.
14. Communicate consistently with the Branch Manager and Assistant Manager on branch performance and operational issues.
15. Actively and thoughtfully communicating with their supervisor, planning their goals and development, taking accountability for their actions and striving for excellence.
GENERAL DUTIES/RESPONSIBILITIES:
16. Promote products and services.
17. Attend all meetings as required.
18. Maintain clean and professional work area and appearance.
19. Maintain positive public relations and promote credit union within the community.
20. Complete educational programs as required.
21. Perform the following commitments of service to each and every member at all times:
a. Make a good first impression, be dressed professionally and greet people with a smile and a firm handshake.
b. Keep a smile in my voice as well as on my face.
c. Answer the telephone by the third ring.
d. Call people by name and thank them.
e. Give people my full and undivided attention; focus on the person face to face and on the telephone.
f. Take responsibility for solving the individual's problem instead of referring it to someone else.
g. Deliver on commitments of action(s) to be taken, so excuses won't be necessary.
h. Follow through on necessary action(s) to be sure the problem is solved.
i. Know that what's important is not only who or what created the problem but how the problem can be corrected.
j. Protect confidential information.
22. Other duties as assigned.
REQUIREMENTS OF THE POSITION:
- High School diploma or equivalent.
- 2 years financial experience
- Ability to receive and disburse funds in an accurate manner.
- Excellent communication and organizational skills.
- Pleasant outgoing personality.
- Able to run a 10 key calculator.
- Cash handling experience.
- Ability to perform under pressure.
- Thorough knowledge of Credit Consumer laws.
- Knowledge of all laws and regulations regarding this position.
- Excellent analytical skills.
- Ability to sell.
- Team player.
- Knowledge of credit union operations.
- Computer knowledge.
- Decision making skills.
PHYSICAL REQUIREMENTS:
Light work. Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for sedentary work and the worker sits most of the time, the job is rated for light work.
PHYSICAL ACTIVITIES:
The following physical activities will be required on a day-to-day basis: climbing, stooping, crouching, reaching, walking, pulling, fingering, feeling, hearing, balancing, kneeling, crawling, standing, pushing, lifting, grasping, talking, repetitive motions.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative, and reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions if they are otherwise qualified.
VISUAL/PERCEPTION ACTIVITY:
Administrative, Clerical, Data Entry operators, Inspection, (work at distances close to the eyes).
WORKING CONDITIONS:
The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)
HUMAN RELATION SKILLS NEEDED:
The ability to communicate effectively with members, staff, and contacts outside of the credit union in a polite, courteous timely, accurate and efficient manner. Patience in dealing with a difficult member.
INTERNAL TRAINING REQUIREMENTS:
Please refer to the job description course list located on the AscentraCore Ascending to Excellence web page for the internal training requirements for this position.
ANNUAL TRAINING REQUIREMENTS:
Compliance and Regulatory (BSA, OFAC, etc.)
Security Awareness Training
Diversity, Ethics, Sexual Harassment, and Sensitivity
