Universal Teller

Description

Join our team at our brand-new location and play a key role in building a high-performing branch.

Work Location: This position will be based at our new Wausau branch.
Training: Selected candidates will report to our Merrill Headquarters for training through the end of April.

The Universal Teller serves as a trusted financial partner to members by providing exceptional service across teller transactions, account servicing, and new account openings. This role blends the efficiency and accuracy of a traditional MSR (teller) with the consultative, relationship-building focus of a New Account Specialist. The Universal Teller is responsible for meeting members’ day-to-day banking needs while proactively identifying opportunities to deepen relationships through appropriate products and services.

Requirements

Member Service & Relationship Building

• Deliver a consistently high level of service by greeting members promptly, actively listening, and resolving inquiries with professionalism and care.
• Build rapport with members to understand their financial needs and recommend appropriate credit union products and services.
• Educate members on digital banking tools, account features, and credit union benefits to improve engagement and financial confidence.
• Handle member concerns or complaints with empathy, accuracy, and timely follow-up,  escalating when appropriate.

Teller & Transactional Duties

• Process  routine and complex transactions accurately and efficiently, including  deposits, withdrawals, loan payments, transfers, and cash advances.
• Balance  cash drawers, vaults, TCRs, and ITMs according to policy; research and resolve discrepancies.
• Maintain  compliance with internal controls, audit requirements, and fraud  prevention procedures.
• Identify  potential fraud or suspicious activity and follow required reporting  protocols.

New Accounts & Account Maintenance

• Open and close consumer, CD’s, business, fiduciary, IRA, HSA accounts in accordance with policies, procedures, and regulatory requirements.
• Perform account maintenance, including address changes, beneficiary updates, disputes, forms and account research.
• Explain  account terms, rates, fees, and disclosures clearly and accurately.
• Ensure  all documentation is complete, accurate, and compliant with BSA, CIP,  OFAC, and other regulatory standards.

Sales & Referrals

• Proactively  identify opportunities to refer members to lending, retirement, or other credit union services.
• Meet or exceed individual and branch performance goals related to service, quality, referrals, production, and member growth.
• Participate in branch campaigns, promotions, and community initiatives to support  organizational goals.

Operational & Team Support

• Support  branch operations by moving between teller and new account duties as needed.
• Assist  with branch opening and closing procedures.
• Maintain  a clean, secure, and welcoming branch environment.
• Collaborate  effectively with teammates to ensure consistent member experiences and operational excellence.
• Actively seek out and pursue opportunities to innovate within  the branch by identifying areas where processes can be improved or streamlined. Focus on finding ways to increase overall efficiency and enhance the experiences of both members and team members.