Teller

Schedule

Mon – Sat Flex

Overview

What will you do?

• Tellers act as service representatives responsible for providing a variety of paying and receiving functions, including processing deposits, withdrawals, loan payments, cashiers’ checks, money orders and cash advances.
• Responsible for balancing each day’s transactions and verifies cash totals.
• Establishes and builds member relationships by identifying members’ needs and educating them about specific products and/or services. Enthusiastically cross-sells Credit Union services.
• Performs a broad variety of member services functions such as opening and closing accounts, renewing certificates, and assisting members with bookkeeping and account maintenance.
• Certified Tellers should be able to resolve more complex member transactions independently, refer members, as necessary.
• Responsible for helping members via all channels such as phone, mail, text, email, and assisting members with video solutions, and self-serve channels.
• Actively promotes and cross sells digital services to members and serves as a digital services expert in the branch.
• Performs various clerical functions and assists other Service Representatives with duties as required.
• Serves members promptly and professionally.
• Ability to attain expected baselines in sales, volume, and service is expected to support branch goals.

Responsibilities

1. Assumes responsibility for the efficient, effective, and accurate performance of teller functions

a. Ensures teller functions are correctly performed and are in accordance with established policies and procedures. b. Maintains privacy of member account information. c. Performs a wide variety of teller paying and receiving functions both “in person” and processes “bank by mail” transactions. Receives share deposits and loan payments. Prepares proper receipts. d. Processes transfers, cash advances, traveler’s checks, cashiers’ checks, and money orders. e. Disburses cash or check share withdrawals. f. Processes and posts CD, HSA’s and all types of IRA’s. g. Verifies transactions. Monitors deposit amounts and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly. h. Makes risk assessments of negotiable items including checks, drafts, wires, and cash withdrawals within assigned limits of authority. i. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. j. Certified Tellers provide “override” function for other Tellers within defined authority limits.

2. Assumes responsibility for the effective and professional performance of member service functions through sales and service.

a. Performs all Member Service and Sales functions in accordance with established policies and procedures. b. Ensures that the Credit Union's professional reputation is maintained and projected. c. Maximizes the penetration of Credit Union products and services by identifying members’ needs and additional cross-sell opportunities, such as checking accounts, certificate accounts, core deposit accounts, and other AFCU products and services to meet/exceed established sales and baseline goals. d. Actively and professionally cross-sells Credit Union services and records accepted teller referrals. Assists with new member onboarding 2x2’s calls as directed by branch management. e. Answers questions and assists members with more complex transactions and account problems providing resolutions within defined authority limits. Refers members to branch leadership as needed. f. Responsible for handling member interactions via all channels professionally, while utilizing effective sales and service technics to establish and build relationships. g. Opens and closes accounts as requested by members. Processes stop-payments and corresponds with members regarding claims. h. Resolves transaction corrections in a timely manner in accordance with policy and procedures. i. Performs file maintenance and account changes as requested by members.

3. Assumes responsibility to act as a branch expert for electronic services.

a. Actively cross sells AFCU digital services including - Online Banking, Mobile banking, Card Guard, Bill Pay, Mobile Deposit and others. b. Has knowledge and understanding of AFCU digital services to be able to answer members’ questions and provide them with problem resolutions for digital services. c. Assists with the daily maintenance operations of self-assist in branch machines and video equipment. Keeps branch management informed of servicing issues. d. Assists members with account lock outs and Online Banking PIN/Password resets, direct deposit, ACH, wire transfers, and other digital service account needs by the member requested.

4. Assumes responsibility for establishing and maintaining effective coordination and working relationships with area personnel and with management.

a. Assists area personnel as required. Provides guidance to other Teller Service Reps and Trainees as directed by branch management. b. Keeps supervisor informed of area activities and of any significant problems or concerns. c. Responsible for implementing employees' own individual 90-day sales action plan to help meet individual and branch established sales goals. Takes direction from observation coaching by branch leadership to improve as needed. d. Attends and participates in trainings, meetings, and branch sales huddles and forward focus activities as required. e. Performs related clerical and receptionist duties as required. f. Responsible to adhere to Branch Safety, Security, and Teller Audit procedures.

PERFORMANCE MEASUREMENTS:

1.Member Focus - The degree to which member service is demonstrated in the day-to-day business environment. Applies to coworkers as well as, outside members, clients, etc. 2. Teller Statistical Record – Meets defined Teller Performance Report Overall Score established expectations; including accepted teller referrals to Members served baselines. 3. Attendance & Punctuality – Absences occurring outside the scope of leave granted by the credit unions policy hindering the ability to complete assigned tasks and duties. This also includes punctuality- which encompasses the frequency of times tardy for work or returning from lunches and breaks. 4. Job Knowledge -. The depth or level of know how to perform the job. The application in applying know how to perform the job. The degree of knowledge acquired to understand other functions and the company mission. 5. Professionalism & Appearance- Demonstrates and conveys a favorable image when representing the credit union. Display a high level of honesty, integrity, and confidentiality while conforming to established appearance and grooming policy. Cleanliness and neatness are maintained in the employee's work area. 6. Teamwork & Cooperation- The degree to which individuals promote a positive, productive, and professional environment. Demonstrates sensitivity, cooperation, understanding of others, and respect. The degree to which synergy is promoted. 7. Sales Performance- The degree to which sales efforts are effective in meeting sales goals. 8. Core Values and Code of Conduct- Degree to which these company values are modeled and adhered to in all actions and behaviors.

Qualifications

Training/Education/Certification:

• High school graduate or equivalent.

Experience Required:

• None
• Previous retail sales or other similar financial institution work experience preferred.

Skills/Abilities:

• Excellent communication skills and willingness to assist others.
• Ability to successfully recognize and offer sales opportunities
• Professional appearance, dress, and attitude.
• Solid math skills.
• Attention to detail and accuracy.
• Ability to operate related computer software, and other business equipment including 10-key, currency and coin counters, cash machines, self-assist machines, video, iPad and telephone.