Teller/Member Services Representative

Job Description

Job Description

PURPOSE OF THE POSITION:

The Float MSR (Full-time) maximizes member satisfaction by accurately executing financial transactions, identifying opportunities to recommend services that add value to the members, and ensuring regulatory compliance.

CORE RESPONSBILITIES & ACCOUNTABILITIES

• Member Service & Consultative Referrals
  
  • Transaction Processing: Deliver accurate, friendly, and efficient service for a wide variety of financial transactions (including but not limited to deposits, withdrawals, loan payments, cashier's checks, and cash advances) while actively managing member satisfaction and minimizing wait times. Become proficient with core systems, operational policies, and service procedures.
  • Relationship Management: Support the Service Center Manager in onboarding and training new tellers on core systems, operational policies, and service procedures.
  • Performance Goals: Drive branch growth by meeting or exceeding individual monthly service and referral goals

• Branch Operations & Financial Controls
  • Cash Management: Count, package, and control currency, strictly according to established credit union policies. Balance the MSR cash drawer daily, maintaining a well organized and secure workspace.
  • Dual Control Integrity: Strictly adhere to dual control and chain of custody protocols during all cash handling and vault-related operations.
  • Team Collaboration: Foster a respectful, cooperative environment by assisting fellow MSRs, actively communicating across the team, and keeping supervisors promptly informed of branch activities.

• Risk Management, Security & Compliance
  • Security Protocols: Maintain sharp awareness of physical security risks, adhering strictly to institutional procedures regarding robbery, fraud, and extortion.
  • Loss Prevention: Diligently inspect transactions for counterfeit currency, fraudulent checks, check cashing scams, and potential money laundering.
  • Regulatory Compliance: Maintain up-to-date compliance with all federal and state financial regulations, including but not limited to: BSA/AML, USA PATRIOT Act, OFAC, Reg CC, Reg E, Reg Z (Consumer Credit Protection), Fair Credit Reporting Act (FCRA), and Fair Lending laws.

JOB REQUIREMENTS & COMPETENCIES

• Standard Schedule
  • This position is full-time with a typical 37-hour work week. It is based in Utica and assigned to other CES service centers as needed.
  • Primary schedule determined monthly
  • Standard workdays: Tuesday-Saturday with two (2) Saturdays at Utica & two (2) Saturdays at an assigned location.
  • Typical days off: Sunday & Monday
  • Weekly schedule is likely to be adjusted when Monday is a holiday to account for holiday hours and staffing needs for the week. A permanent adjustment to 40 hours is possible and would require changing Monday as off day to a half-day taken sometime during the week.
    

• Education & Experience
  • High school diploma or equivalent required.
  • Proven experience in cash handling, retail banking sales, and basic lending processes.
  • Demonstrated experience in customer service

• Core Competencies
  • Attention to Detail: Strong aptitude for details, mathematics, and ability to identify compliance and operational errors.
  • Technical Proficiency: Ability to efficiently operate personal computers, standard office machinery and required operating systems and programs.
  • Communication & Collaboration: Excellent active listening and verbal communication skills; ability to convey complex procedures clearly to co-workers and members.
  • Professional Integrity: Commitment to high ethical standards, strict adherence to internal policies, punctual attendance, and maintaining personal financial affairs befitting employment at a financial institution.

• Physical Demands & Work Environment
  • Environment: Professional, climate-controlled office environment with a moderate noise level.
  • Physical Requirements: Regularly required to sit, talk, hear, and operate standard office/computer equipment. Occasionally required to stand, walk, reach, and lift/move light cash canisters or branch supplies.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Note: The responsibilities and tasks outlined in this document are not exhaustive and may change as determined by the needs of the company.