Head Teller

Supervises, schedules, and monitors daily activities of tellers and member service representatives.

Provides guidance, answers complex questions, and helps to resolve disputes. Performs transaction overrides, approves transaction exceptions, authorizes service fee refunds, and assists in resolving overages and shortages. Investigates losses and oversees audit of cash drawers.

Hires, trains, develops, coaches, and evaluates employee performance within the branch; recommends individual employment actions.

Receives and processes member financial transactions, including deposits, withdrawals, and loan payments. Sells money orders and travelers’ checks to members. Transfers amounts from member accounts as directed.

Monitors department activities for compliance with established policy and regulations. Takes action to resolve any out-of-compliance issues.

Supervises vault and ATM management.

Cross-sells Credit Union products and services.

Performs other job related duties as assigned.

Performance Measurements:

• Maintain a cohesive, highly trained, motivated staff sufficient to meet daily branch demands. Ensure appropriate staffing for tellers and member services.
• Ensure that the branch is providing friendly, professional, personal, and confidential service to all members and associates.
• Ensure tellers balance cash drawers daily, with no more than $20.00 off and with total offages not to exceed $100.00 in a X month period in accordance with Credit Union policies and procedures.
• Promote a sales culture within the branch by example. Coach and develop employees to identify cross-sell opportunities.
• Troubleshoot and resolve member problems and assist with complex transactions and sensitive member relations problems in a courteous and tactful manner.
• Keep management informed regarding key operating issues affecting the branch. Provide suggestions for improving products and services. Complete required reports accurately and in a timely manner.
• Ensure all security controls are followed, to include open/closing procedures, vault, alarm, and door duties. Maintain dual control procedures in accordance with Credit Union policies and procedures.
• Track individual employee progress. Actively observe employee performance, giving and receiving feedback from employee. Conduct regular [insert timeframe, i.e. weekly, monthly] performance meetings and complete annual performance reviews in a timely manner.
• Maintain a professional work environment and businesslike appearance.

One year to three years of similar or related experience.

Education A high school education or GED.

Interpersonal Skills Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills Assists, coordinates, manages, and directs others. Organizes workflow to accomplish established objectives, delegates tasks, ensures adequate training, evaluates subordinate effectiveness, and administers necessary discipline. Talks to others to convey information effectively. Thorough knowledge of established teller procedures and policies. Understanding of Credit Union operations. General office equipment such as calculators, computers, photocopiers, and scanners. Includes the ability to operate encoding, coin counting, and cash counting machines.

The work is sedentary. Typically, the employee may sit comfortably to do the work. However, there may be some walking, standing, bending, carrying of light items, driving an automobile, air travel, etc. No special physical demands are required to perform the work.

Work Environment Regular exposure to favorable conditions such as those found in a normal office. This includes air and car travel.