Teller Team Lead

PRIMARY OBJECTIVE OF POSITION

Assist the branch manager in managing sales, service, and teller operational functions, inclusive of compliance and security, within the branch. Lead and develop the teller team with the goal of providing an overall excellent member experience through all branch interactions. Acts as primary supervisor on duty in the absence of the Branch Manager.

ESSENTIAL JOB FUNCTIONS

• Lead a highly motivated, well-trained team that consistently offers excellent service to all members. Work with staff to greet all who come into the branch with a friendly, welcoming attitude.
• Provide training, coaching, supervision, and review of department activity to ensure staff is equipped to assess and meet the needs of our members.
• Monitors, tracks, and manages branch sales referral activity, including but not limited to teller transactions, loan and new account and product sales.
• Effectively works with branch manager to develop and implement staff IDPs.
• Based on staff’s skill development, recommend changes, promotions, overrides, and check approval limits to Management.
• Provides guidance and assistance to team members in solving complex problems or member requests.
• Completes new hire 90-day Intro evaluation and provides ongoing feedback to the branch manager.
• Assists ensuring protection of credit union interest in matters of documentation and adherence to policies and applicable laws and regulations.
• Cross-sells all credit union services. Maintain knowledge of credit union’s products and services and assists maintaining a sales and service culture within the branch.
• Address and resolve member concerns; provide resolutions for member complaints. (Keep management informed of members concerns and request assistance when necessary.)
• Determine member needs, tailoring credit union services to meet their unique financial needs and goals.
• Assists ensuring protection of credit union interest in matters of documentation and adherence to policies and applicable laws and regulations.
• Authorize exceptions to normal policy and procedures when circumstances warrant, and deviation is justified.
• As directed, institute and implement branch procedure changes, as well as overall policy and procedures changes.
• Process daily business, verify all work completed daily.
• Assists proper control and accountability, including security, of the cash maintained in the branch, TCR, and ATM/ITM. Balance all cash machines at least monthly.
• Assists proper control and monthly audit of blank laser check stock, and debit cards.
• Assists ensuring current postings of financials, rates, and marketing material. Maintain an adequate up to date supply of brochures, forms, and office supplies.
• Verify security ad internal control procedures are in place, efficient and adhered to.
• Assists (under dual control) periodically, (at least quarterly and before vacations, extended leave and termination’s cash issued to employees in branch and forward documentation to internal auditor when requested.
• Perform duties of a vault teller, teller, or other operational tasks, as scheduled, following proper procedures.
• Promote the credit union’s positive image through internal contracts as well as involvement in outside activities including CU sponsored clubs and organizations.
• Demonstrates an understanding of and follow the requirements of all regulations compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.
• Other duties as assigned.

RELATIONS AND CONTACTS

Supervise Approximately: None directly but serves as team leader and makes operational decisions in Branch Manager’s absence. Also provides input on employee review for specialty knowledge.

Reports To: Branch Manger

Contact: Frequent contact with branches, departments, vendors, employees, and members face to face and by telephone. Considerable tact and diplomacy are necessary to deal with difficult member issues. Teller Manager where applicable.

EDUCATION

• High School diploma/GED is required.

EXPERIENCE

• Five (5) years progressive financial institution experience
• One (1) year prior leadership vault teller experience.

PHYSICAL REQUIREMENTS

• Position involves wrist/hand manipulation; restriction to workstation for extended periods of time; ability to lift 50lbs. Ability to bend stoop and reach overhead.
• Vision ability required by this job include close vision for frequent viewing of computer monitor and review of documents.
• May be required to stand for extended periods of time.
• Communication abilities required by this job includes clarity in speech and hearing for effective staff/member interaction.
• Must be able to drive a vehicle and have a valid Texas driver’s license.
• Must be flexible and willing to travel or relocate to different branches, as scheduled, or needed.

MENTAL REQUIREMENTS

• Most important to this position is to be highly motivated with good communication skills and capable to leadership by example.
• Strong organizational, supervisory skills and lending experience preferred.
• Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team.
• Must have a strong ability to read and carry out various written instructions and follow oral instructions.
• Must have a strong ability to speak clearly and deliver information in a logical and understandable sequence.
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public.
• Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and or fast pace.
• Must be able to effectively handle multiple, simultaneous, and changing priorities.
• Must be capable of exercising highest level of discretion on both internal and external confidential matters. 

EQUIPMENT REQUIREMENTS

• Personal computer with windows environment, debit card imprinter, calculator, scanner, ATM/ITMs, currency counter, drive-thru equipment, cash advance terminal, copier, cash advance terminal, and cash machines.

I acknowledge that I have received, read, and understand this Job Description.  I agree to perform to the best of my abilities the functions and duties described herein, with or without reasonable accommodation.  I understand that this Job Description does not constitute an employment contract or alter my "at-will" employment status.  I further understand that the duties and responsibilities described in this Job Description are subject to change or modification, as determined by management, and that I am responsible for performing any job duties, or other tasks, and responsibilities that may be assigned, and/or directed by management.