Lead Teller - Friendly

Lead Teller

Truliant's mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Lead Teller is responsible for overseeing day-to-day teller operations to assure consistency with established objectives, service standards, policies, procedures, and teller team development and coaching. The Lead Teller must have an expert knowledge of all Credit Union policies and procedures as well as a working knowledge of deposit and loan products. The Lead Teller must act as a positive role model for all employees in adherence to the organization's mission of meeting the financial needs of the Credit Union's member-owners. The Lead Teller must provide leadership and supervision of the team when the Manager is not available.

Essential Functions and Responsibilities

• Provides coaching and encouragement to the Teller team ensuring appropriate contributions to the branch goals and objectives.
• Ensures that Teller team engages in meaningful financial conversations with members and records these interactions through the referral process.
• Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including problem resolution.
• Coaches the teller team using observational coaching model and serves as a role model by providing excellent customer service including engaging member in conversations and building relationships with them.
• Provides support to member service operations.
• Researches and resolves members' account issues and maintains integrity, discretion and confidentiality when handling difficult situations concerning member accounts.
• Monitors all teller transactions to ensure that they are performed with accuracy and minimal errors.
• Assists Management to ensure that all Branch cash audits are carried out in an efficient, timely, consistent and accurate fashion.
• Assists Branch Manager to ensure that teller staff members appropriately control and minimize fraud losses. Verifies that all Tellers are meeting Credit Union Balancing Standards, following Check Hold standards, and Member Identification procedures.
• Ensures that team members adhere to all Credit Union and security policies and procedures, and communicates operational procedure changes.
• Schedules Teller operations to assure that sufficient staff coverage is available during service hours. Delegates tasks as appropriate to team members and confirms that tasks are completed.
• Balances vault cash daily and reconciles errors if needed. Keeps Branch below maximum cash limits and ensures maximum cash drawer limits are not exceeded.
• Balances and audits Cash Dispensing Machine(s) and Transaction Currency Recycler(s) according to Credit Union policy and ensures the daily processing and management of the Night Depository.
• Mentors new Teller's and assists in team members' professional development. Evaluates progress of training and makes recommendations to Management. Trains the Teller team on new policies/procedures and changes to existing policies/procedures to ensure comprehension.
• Provides assistance and feedback to management in order conduct performance appraisals including monthly scorecards, 90-day reviews and annual reviews for the Teller team.
• Recognizes positive behavior, achievements, and results exhibited by employees in a fair, consistent and professional manner.
• Manages the inventory of Official Check stock, Express Loan Checks and Starter Check stock.
• Serves members as needed performing all standard teller duties.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have strong understanding of standard concepts, practices, procedures, regulations and compliance requirements within the financial services environment
• Must have excellent verbal and written English communication skills
• Strong interpersonal skills required
• Previous sales experience preferred
• Must have good arithmetic skills
• Must have basic personal computer skills
• Must have ability to understand all business processes within the credit union
• Must be detail oriented and well organized
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision
• Must be able to resolve member's complaints and coach others
• Must have ability to work well under pressure in a goal-oriented environment
• Should possess a strong commitment to providing excellent service to Truliant's members

Physical Requirements

• Frequent standing, walking, bending, and stooping required.
• Must be able to sit at a desk for moderate periods of time and use a computer.
• Must be able to do moderate lifting, such as moving or occasionally lifting up to 20 pounds.

Education and Background

• High School Diploma or equivalent required
• Associates Degree or greater preferred
• A minimum of 2+ years teller or branch operations experience in financial services industry preferred
• Supervision experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account