Branch Operations Specialist III - Head Teller

At Suffolk Credit Union, we empower our members and strengthen our community by promoting financial wellness, transparency, and respect. Join us to enjoy comprehensive benefits, including health plans, 401(k) matching, and support for work-life balance, along with employee engagement activities and opportunities for community involvement.

About the role

The Branch Operations Specialist III (Head Teller) oversees and supports the daily operations of bank branches, ensuring compliance with all procedures and governing regulations. This includes managing cash handling, balancing, vault transactions, and ensuring the accuracy and security of all monetary activities. The Head Teller assists in establishing new customer accounts and maintains strong relationships with existing customers by identifying and cultivating referral opportunities across Retail Banking, Consumer Lending, Commercial Lending, Mortgage Lending, and other service channels. They provide exceptional, friendly service, acting as an advocate for customers in a professional, courteous, and helpful manner, while actively contributing to the protection and growth of the bank.

Responsibilities

• Deliver excellent member service, addressing requests, complaints, and issues promptly and effectively.
• Exhibit comprehensive knowledge of all Credit Union products and services, identifying cross-sell, retention, and acquisition opportunities.
• Oversee and supervise daily cash handling, teller operations, balancing, and vault transactions to ensure accuracy, security, and compliance.
• Develop strong advisory relationships with members to deepen relationships and generate referrals.
• Accurately and efficiently process member transactions while maintaining confidentiality and compliance with regulations.
• Supervise and guide staff, ensuring the accurate completion of Personal Banker tasks, including account opening/closing, debit card servicing, wire transfers, fraud claims, and account maintenance.
• Manage daily teller drawer reconciliation, vault operations, ATM/ITM management, and act as liaison to cash vendors and courier services.
• Provide supervision, mentoring, and training to staff, conduct audits, and manage document retention and compliance efforts.
• Support Contact Center inbound calls during peak times, assist with Digital Banking inquiries, and attend community events for business development.
• Lead the team to meet or exceed monthly loan and service goals while ensuring compliance with Credit Union, State, and Federal regulations.

Requirements

• High school diploma or equivalency certification.
• Two (2) to three (3) years of teller experience.
• Knowledge of the following equipment: Cash Recycler, CDM Machine, ATM, ITM, and card machine.
• One (1) year or more in a supervisory role.
• Bilingual preferred.
• Strong interpersonal skills, showing empathy and the ability to build rapport with members.
• Clear and effective communication, both verbally and in writing, with employees, credit union members, vendors, and third parties.
• Excellent customer service and communication abilities.
• Ability to handle confidential information with tact and responsibility.
• Works efficiently with direct supervision of daily activities.
• Achieves individual goals while supporting the team in reaching branch objectives.
• Intermediate mathematical skills necessary for daily operations.
• Understanding of loan processing procedures and related tasks.
• Knowledge of credit union loan policies and regulations, including Truth in Lending, HMDA, Equal Credit Opportunity Act, Fair Credit Reporting Act, and more.
• Familiarity with credit union products, services, policies, regulations, and procedures.

Working Conditions

• Must be able to communicate effectively through speaking and hearing, with visual acuity for reporting and presenting information.
• Occasionally required to lift over 45 lbs., such as supply boxes.
• Occasionally works unusual hours, including Credit Union Days and call nights.
• Must be available to work a flexible schedule, including Saturdays.
• Occasionally required to travel up to 50 miles for business needs.

Benefits

• Comprehensive health plans.
• 401(k) matching.
• Support for work-life balance.
• Employee engagement activities.
• Opportunities for community involvement.

Pay

Compensation for employees is generally offered within the range of the minimum to midpoint of the posted salary scale, based on qualifications, internal pay equity, and the budget for the position. This compensation range adheres to state-specific regulations. The determination of your actual pay rate may take into consideration factors such as your skills, years of experience, and other pertinent qualifications.