Head Teller - Norton Shores

Head Teller

Primary Location: Norton Shores

Employee Status: full-time, hourly

Estimated Hours/Week: 38

Remote: No

% of Travel for the Position: 0%

At LMCU, you'll find more than just a job - discover a fulfilling career where your contributions truly matter. Join our talented team at Lake Michigan Credit Union and discover the difference an employer who puts people first can make in your career and life.

About This Position

LMCU is looking for a Head Teller, who is responsible for the supervision of the Teller staff. Responsibilities include ensuring exceptional member service, member retention, maintaining operational excellence and coaching to best practices. This role emphasizes lobby leadership, team development, and operational efficiency. The Head Teller will coach and mentor Tellers to create a welcoming atmosphere, meet sales goals and ensure compliance with policies and procedures. Coach tellers to mitigate fraud and protect LMCU and our members from loss. This position requires decisive decision-making as well as strong leadership in both service and sales, promoting a positive member experience, facilitating the growth of the branch and helping all members achieve dreams for a lifetime.

What You'll Do

Product Promotion/Growth and Member Retention

• Actively contributes to the achievement of branch goals by coaching Tellers to meet individual and team referral and service goals.
• Support Tellers in identifying opportunities to refer members to appropriate products and services that align with their financial goals, driving the growth of the organization. Coach tellers to host consultative conversations, uncover financial needs and refer LMCU products and services accordingly.
• Maintain an intentional focus on the branch's objectives and goals ensuring the Teller team is aware of and working toward exceeding those goals.
• Actively coach tellers to identify opportunities to educate members on the features and benefits of LMCU's digital platforms helping them leverage technology to meet their banking needs, keeping members up to date on emerging technology.
• Coach Tellers to effectively identify opportunities to educate and inform members about LMCU's products and services that align with their financial needs.

Leadership & Development

• Mentor and develop Teller staff, providing guidance on LMCU's products, services, policies, and procedures, particularly related to cash management, vault operations, and transaction accuracy.
• Demonstrate keen attention to detail, ensuring that all activities are carried out according to operational procedures and with high accuracy.
• Actively communicate with branch managers to discuss progress, challenges, and areas for improvement, seeking guidance when necessary.
• Champion a culture of teamwork and cooperation within the Teller line, celebrating team contributions and maintaining morale.
• Empower the team to approach challenges as opportunities for creative problem solving and innovation, ensuring that they are equipped to find solutions.

Member Experience

• Lead by example in promoting positive and welcoming member experience through building trusting relationships and providing personalized service. Promote a positive member experience leading to member retention through proactive engagement, building loyal relationships with members.
• Ensure that Tellers greet and assist members in a timely and efficient manner, maintaining high levels of member satisfaction.
• Demonstrate expertise in consumer and business accounts, including HSA and IRA accounts, ensuring all transactions are handled with accuracy and attention to detail.
• Foster an environment where members feel valued and appreciated through excellent frontline service.
• Model and coach to strong risk management practices, including knowledge of fraud prevention guidelines and robbery procedures. Utilize resources, best practices and consultative conversations to identify red flags for risk and fraud prevention.
• Adhere to and champion our core values of Curious Minds, Collaborative Hearts and Continuous Excellence.

Vault Management and Cash Handling

• Oversee cash ordering, vault management, monthly audits, and retention of required documentation, ensuring compliance with LMCU policies and procedures.
• Support branch managers in monitoring compliance and fraud prevention measures on the Teller line and vault, making sound decisions within authority limits.
• Hold the Teller staff accountable to operational standards and ensure adherence to LMCU's security protocols, policies, and procedures.

What You'll Bring

• Three to five years of similar or related experience, including preparatory experience.
• A high school degree or equivalent.
• Previous supervisory experience in a retail banking environment preferred.

What You'll Get

• All Employees: weekly pay and retirement savings options.
• Full-Time Employees: comprehensive health coverage including medical (with prescription), dental, vision, HSA match, paid parental leave, and tuition reimbursement.
• To see a full list of our benefit offerings, check out this helpful guide!

LMCU is an Equal Opportunity Employer

Lake Michigan Credit Union