Teller

About the Role

This position is primarily responsible for ensuring delivery of superior quality service while adhering to corporate, regulatory, and audit guidelines. The role involves providing timely and efficient completion of client transactions, maintaining accurate records, handling all monies assigned, and proactively participating in the referral process using the “Selling is Telling” philosophy.

Responsibilities

• Performs within company standards, including member survey results, balancing performance, meeting cross-sales and referral goals, and transaction-volume targets.
• Maintains a positive, professional attitude and a pleasant tone while dealing with members and co-workers.
• Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards.
• Takes ownership of member requests and questions, following up for resolution as a training opportunity.
• Maintains control of member transactions to ensure accuracy and efficiency with minimal wait time, using a transaction ticket for every transaction.
• Reviews staff intranet for updated policy and procedure, forms, and communications, suggesting changes to enhance service to members.
• Remains current on policies, procedures, systems, and services offered to provide efficient member service.
• Operates under and enforces credit union policies and guidelines.
• Cross-sells credit union services and products to strengthen member relations and achieve minimum monthly referral goals.
• Maintains a working knowledge of work tools and systems, a neat and organized station, and reports equipment malfunctions to the branch manager.
• Assists with special projects when requested.
• Provides professional member service, including:
  • Performing accurate transactions.
  • Greeting members, using their names, and thanking them for their business.
  • Offering products or services that improve members' financial well-being.
  • Referring members to other branch personnel as needed.
• Performs basic teller transactions such as accepting deposits and loan payments, verifying cash, endorsements, IDs, and signatures.
• Cashes checks within limits and obtains further authorization when necessary.
• Issues cashier checks and redeems savings bonds.
• Prepares individual daily balance of teller cash transactions and other reports as necessary.
• Performs more complex transactions with assistance as needed.
• Handles a proportionate volume of work based on branch demands.

Requirements

• High school diploma or general education degree (GED); and/or six months to one year of related experience and/or training; or equivalent combination of education and experience.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence and effectively present information in one-on-one and small group situations.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.
• Knowledge of Internet software, spreadsheet software (Excel), word processing software (Word), electronic mail software (Outlook), and presentation software (PowerPoint).
• Excellent communication and interpersonal skills with the ability to gain the trust of members.
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and manage work-related stress.
• Friendly, courteous, service-oriented, professional, and outgoing demeanor.
• Ability to remain calm and professional in stressful situations.
• Ability to work independently and productively with minimum supervision.
• Ability to recognize problems, identify possible causes, and resolve routine problems.
• Team player with a "can do" attitude that can work in a fast-paced environment.
• Ability to establish and maintain a professional atmosphere for employees, clients, and members.
• Able to work a flexible schedule, including nights, weekends, and holidays.
• May require some travel on an as-needed basis.
• Working knowledge of other credit union departmental operations, including lending, mortgage, marketing, accounting, information systems, and card services.
• Aptitude for meeting people, developing member confidence, and trust in the credit union.
• Ability to handle large amounts of cash with speed and accuracy.
• Ability to present services in a knowledgeable manner.
• Proven proficient teller skills.

Competencies

• Intellectual Problem Solving: Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Interpersonal Member Service: Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills: Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
• Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Organization: Ability to organize and prioritize.
• Ethics: Treats people with respect; keeps commitments; inspires work with integrity and ethically; upholds organizational values.
• Self-management: Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
• Safety and Security: Observes safety and security procedures; reports potentially unsafe conditions.
• Attendance/Punctuality: Consistently at work and on time; ensures work responsibilities are covered when absent.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Regularly required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear.
• Occasionally required to sit, climb or balance, stoop, kneel, crouch, or crawl.
• Must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.