HEAD TELLER

About the Role

Responsible for implementing Carolinas Telco FCU existing policies, procedures, and systems involving teller operations and member service functions. Coordinates, directs, and assigns work, answers tellers' questions, resolves complex problems, and oversees balancing. Ensures smooth flow of teller lines, adequate coverage, and general training and supervision of tellers. Oversees the provision of a full range of services (including phone and mail) to members and prospective members, ensuring prompt and professional service. Acts as a Member Service Representative as needed and actively cross-sells company services.

Responsibilities

• Ensures all teller functions are correctly performed in accordance with established policies and standards.
• Ensures all security procedures are followed, including quarterly and monthly teller cash drawer audits.
• Distributes incoming/outgoing mail as required.
• Answers teller questions, solves problems, and assists with complex transactions and sensitive member relations.
• Explains policies and procedures to members and makes exceptions for teller transactions within limits of authority.
• Investigates teller out-of-balance conditions and institutes corrective procedures.
• Ensures each teller balances twice daily and all monies are secured per established procedures.
• Performs teller paying and receiving functions, including deposits and loan payments.
• Maintains inventory of negotiable items for the teller area.
• Balances vault daily and performs monthly security/alarm tests and additional required audits.
• Monitors cash orders, shipments, and balances cash in and out of the vault; balances ATMs daily where applicable.
• Logs items left and/or to be picked up in the branch.
• Complies with federal, state, and organizational policies, including Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Resolves members’ requests, problems, and questions promptly and presents credit union services and products.
• Backs up the manager on closing accounts and orders checks for members.
• Answers questions, solves problems, and directs members and telephone calls appropriately.
• Performs file maintenance and account changes as needed.
• Informs members of credit union services, policies, account types, rates, and related services.
• Maintains privacy of member account information and actively cross-sells products and services to meet monthly goals.
• Supervises area personnel, providing leadership through effective objective setting, delegation, and communication.
• Trains and supports personnel, tracks progress, and assists with performance appraisals.
• May require travel to support other branches.
• Keeps management informed of area activities and significant problems; provides suggestions for improved service.
• Completes required reports and documents promptly and accurately.
• Ensures work areas and equipment are clean and well-maintained.
• Performs opening and closing procedures, including vault, alarm, and door duties.
• Performs related clerical functions as required.

Qualifications

• Business degree or two to three years of equivalent experience.
• Bilingual (Spanish/English) strongly preferred.
• Thorough knowledge of teller operations and procedures.
• Basic understanding of company operations, including opening/closing accounts, loans, IRA, and certificate procedures.
• Knowledge of basic accounting.
• Ability to excel in a sales and service team environment.
• Excellent communication and leadership skills with training abilities.
• Professional appearance, dress, and attitude.
• Motivated self-starter with strong customer service skills.

Performance Expectations

• Teller functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
• Security procedures are understood and adhered to by all tellers.
• Monies are balanced, and discrepancies are promptly resolved.
• Tellers are appropriately directed, assisted, and supported.
• Good business relations exist with members; problems or questions are courteously and promptly resolved.
• Cross-sells new products/services to members and identifies additional opportunities to support branch goals.
• Good working relationships and coordination exist with area personnel and management.
• Management is appropriately informed of area activities; required reports and records are accurate, complete, and timely.
• The credit union’s professional reputation is maintained and conveyed.
• Transaction levels, balancing, and errors meet credit union standards.
• Ongoing commitment to the enactment of organizational core values.