Head Teller

Job Description

Job Description

HOPE Overview

HOPE (Hope Enterprise Corporation, Hope Credit Union and Hope Policy Institute) provides financial services; leverages resources; and engages in advocacy that strengthens the financial health of people in under-resourced Deep South communities. Since 1994, these efforts have benefitted more than three million people in Alabama, Arkansas, Louisiana, Mississippi and Tennessee, and influenced billions in persistent poverty communities across the nation. Learn more at

Title: Head Teller

Department: Retail Operations

Reports To: Branch Manager

Supervises: N/A

Job Classification: Exempt, Full-time

The Head Teller oversees the daily operations of the teller line for the HOPE branch, ensuring efficient and accurate transaction processing while providing guidance and support to tellers. They are responsible for training staff, handling complex transactions, and cash management of the branch. The Head Teller ensures compliance with HOPE policies and plays a key role in maintaining high levels of member service. They also assist with resolving member concerns and managing teller operations while providing excellent and effective communication.

Essential Functions:

Teller and Cash Operations:

• Lead and oversee all teller operations, providing guidance and training to ensure excellent member service and adherence to all policies and procedures
• Monitor and review all daily transactions, providing overrides as needed
• Support cash operations and branch audits in efforts to keep credit union assets secure and within operational limits
• Maintain adequate security over cash
• Manage all dual control processes including but not limited to ATM, ITM, cash recycler, night depository
• Manage the vault through sole control, ensuring proper procedures for opening and closing the vault securely
• Oversee cash order management, ensuring accurate and timely orders to maintain appropriate cash levels

Branch Operations:

• Process and approve wire transfers within limits
• Open and close branch, ensuring accurate completion of all reports, checklists, and procedures
• Back-up teller and Member Services Representative when necessary
• Perform general administrative duties such as attending meetings, report production, etc.

Member Service:

• Provide excellent member service, resolving inquiries, complaints, and issues promptly and courteously

Risk Management and Compliance:

• Monitor branch for compliance with policies and procedures
• Enforce security measures and compliance with regulations through surprise cash counts and other monthly audit requirements
• Adhere to all HOPE policies, procedures, and security protocols and provide feedback to leadership on improvement opportunities
• Adhere to all regulatory compliance requirements

Accountability for Business Results:

• Branch losses and profitability
• Membership growth
• Deposit growth

Specified Authority Level:

• Authorize cash transactions up to $10,000
• Authorize wires up to $100,000
• Approve check deposits up to $5,000
• Possess sole control access to vault
• Access to retail computer systems

Desired Qualifications:

• Bachelor’s degree, business concentration preferred
• 3+ years of experience in cash handling
• Experience within a financial institution preferred
• 1+ year supervisory experience preferred
• Fluent in English required and Spanish preferred

Work Environment:

• Employee spends the majority of time in office environment, generally accessible to the public, members, and potential members
• Noise level in the work environment is usually moderate
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

Physical Demands:

• Employee is regularly required to sit, stand and walk
• Employee will use hands to finger, handle or feel, reach with hands and arms, and talk or hear
• Employee will irregularly lift and/or move up to 10 pounds
• Employee will frequently travel to various branches within the company’s market
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Hope Enterprise Corporation does not participate in or engage in any form of visa sponsorship, including employment-based visa applications or extensions (e.g., H-1B, TN, O-1, OPT, STEM OPT, etc.). Candidates must be legally authorized to work in the United States at the time of application and throughout the duration of employment.