Teller

General Job Description:

Process member requests submitted in writing via mail including but not limited to general account changes and return mail tacking. Following up with members to assure all documents are accounted for to be compliant with the credit union policies and procedures.

Major Duties and Responsibilities:

1. Service written mail requests upon delivery.
2. Process accurate and timely account maintenance.
3. Track all returned mail and process general ledger transactions accordingly.
4. Provide members with the features and benefits of our current products and services in order to find solutions for their financial needs and requests.
5. Sort mail as it comes in and deliver to the correct department(s)
6. Provide back up to facilities’ mail duties as needed.
7. Provide back up to teller function, as needed.
8. Understand and follow the Credit Union’s policies and procedures.
9. Follow oral and written instructions.
10. Provide timely communication and follow up with members and management.
11. Deliver products and services to meet members’ financial needs.
12. Solve problems based on the job’s required skill level and multitask to complete daily work and other duties as assigned.
13. Understand and describe the purpose of the Bank Secrecy Act (BSA), Anti Money Laundering, and Office of Foreign Asset Control policy (OFAC). Identify the BSA Administrator and responsibilities. Complete annual BSA training. Know where to find the BSA policies, procedures, and forms.
14. Responsible for processing member information and transactions consistent with BSA policy and procedures. Understand the regulatory requirements and the internal BSA/AML policies, procedures, and processes. Understand and describe; Suspicious Activity Report (SAR), Currency Transaction Report (CTR), Customer Due Diligence policy (CDD), and Office of Foreign Asset Control policy (OFAC). Complete and file appropriate forms in a timely manner; Suspicious Activity Report, Currency Transaction Report, Document CRM consistently as directed by operational procedures.
15. Take initiative to expand your knowledge and take on additional responsibilities.
16. Responsible for understanding and complying with the iTHINK Financial Cybersecurity Phishing Standards and Guidelines for the safety and soundness of the Credit Union.  Complete on-going training as assigned to stay current with new trends.  Know where to find the Cybersecurity policies and procedures.

Competencies, Knowledge, Skill and Ability Required:

• Comprehends and follows the organization's policies, procedures, and Core Values.
• Knowledgeable of safety and security programs (Robbery, Identity Theft, Fraud, etc.).
• Knowledgeable and proficiency in credit union's computer systems/programs.
• Knowledgeable in the features and benefits of the Credit Union's products and services.
• Knowledgeable of the BSA processes and procedures, including Patriot Officer.
• Works with general direction; utilizes tools (ex. Ask Connect) to identify and offer solutions.
• Able to assess multiple member financial needs and prioritize requests instructions.
• Ability to understand and follow minimally complex written and oral instructions.
• Able and willing to back up other areas/departments.

Behavioral Model: What activities are involved:

• Correctly and consistently uses the Credit Union's standard phone greeting.
• Keeps Member and Credit Union information confidential.
• Processes member information and transactions consistent with BSA procedures.
• Provides timely assistance to members (by phone or e-mail) with solutions to their financial needs.
• Provides timely communication and follow-up with members, co-workers, and management.
• Communicates clearly and effectively with members, co-workers, and management.
• Exercises sound judgment in interpreting policies and procedures; refers exceptions to management.

Outcomes:  What are the expected results, goals, and objectives:

• Achieved New Member Goal.
• Achieved Quality Member Goal.
• 50% of all Funded Loans have at least one ancillary product.
• Achieved Qualified Wealth Management Referral Goals.
• Achieved Assigned Outbound Communication Goal (New Member, Quality Member, Call Queue, etc.).
• Processes work accurately and errors are resolved timely and efficiently.
• Achieved balancing standards for Teller Drawer, Vault and ATM.

Service Excellence:

It is each employee’s job to provide excellent service to every member. The average survey scores will be one of the tools used to determine if the employee is performing adequately.

• Goals assigned based upon member feedback and survey data.

Other Responsibilities:

• Achieves a good sense of time management to complete work in a timely manner.
• Takes responsibility and ownership for actions.
• Provides courteous professional internal service to coworkers/other departments.
• Includes appropriate people in decision making process and keeps other adequately informed.
• Takes initiative and seeks increased responsibility.
• Participates in at least 1 Community Event per year.
• Personal use of cell phones (calls, internet, etc.) limited to important/emergency basis.
• Attendance and Punctuality are within Credit Union guidelines.

Education and Experience:

High School education level of language, math and reasoning skills and two years’ experience, or an equivalent combination of education and/or work experience. Training should focus on our policies, procedures, computer systems and knowledge in our products and services. Training should be supplemented with continuing education.  This is a non-exempt position.

Physical Requirements:

iTHINK Financial CU is committed to working with its employees to reasonably accommodate them with the physical aspects of the position.  The following list outlines the physical considerations that are normally encountered in this job.

• Vision: Ability to complete necessary paperwork and ensure the proper completion of documents by members.
• Speech/Hearing: Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity: Ability to perform necessary computer-related input.
• Physical Mobility: Moderate mobility required.  Requires the ability to work flexible hours and overtime as required.

Work Environment/Physical Activities:

Ability to work in fast-paced environment. Ability to handle multiple tasks simultaneously. Work creates normal fatigue daily.  Work creates moderate stress during certain periods during daily routine.  Job does not have specific volume and pace of work standards except that the job requires that members be served in the timeliest manner possible. Job requires extensive member contact on a continual basis.

Notice:  This job description is not intended to be, nor should it be construed as, a contract for employment.  iTHINK Financial CU makes no guarantee of permanent employment.  This job description is to be used as a guideline to give you an understanding of what the Credit Union has defined this position to be.  iTHINK Financial CU is willing to accommodate handicaps to the extent a financial services organization can without impacting financial control or member service.  iTHINK Financial CU is an Equal Opportunity Employer.