Full-Time Head-Teller/Exceptional Service Provider II Supervisor

Franklin-Somerset FCU

Please send a cover letter, and a current resume to: carolr@f-sfcu.com, or snail mail to: Carol Robbins,
Human Resources/Member Services, Franklin-Somerset Federal Credit Union, 114 East Madison Road
Madison, ME 04950. EOE

Position Description

Our ideal candidate brings a vibrant, positive attitude that energizes our small local credit union while remaining steadfastly professional and reliable. They are a proactive self-starter with a keen analytical mind and advanced proficiency in the Microsoft Suite, with experience in Symitar, Episys, or Jack Henry considered a valuable bonus. This candidate thrives as a critical thinker—adept at dissecting financial puzzles with a strong mathematical aptitude, meticulous attention to detail, and an insistence on accuracy and confidentiality in every task.

Equally at home working independently and within a team, they are not only highly organized but also naturally sociable, effectively building trust and fostering a warm, inclusive environment for both colleagues and our members. They understand that the fabric of our credit union is woven from close relationships and community-driven values, and they are committed to maintaining this legacy with a genuine desire to learn, grow, and continuously improve. Above all, they embody the “attitude over aptitude” philosophy, knowing that passion, integrity, and a growth mindset are the true drivers of long-term success

Position Title: Exceptional Service Provider II Supervisor Status: Nonexempt

Reports to: Team Lead

Position Objective

To provide exceptional member service, while accurately performing member transactions and opening accounts, and to provide a positive representation of the credit union and its financial services. Supervise ESP/Tellers, provide guidance in efficient handling of member needs. Manage cash needs, vault and ATM. Support Team Leader and Senior Management with appropriate communications involving front-line staff.

Essential Job Functions

• Focus on providing superior member service – help provide an exceptional experience for every member in every branch, every time they visit. Represent the credit Union to members in a courteous and professional manner and provide prompt efficient and accurate service in the processing of transactions.
• Greet members and respond positively and timely to their requests, and issues, or direct them to the proper person for specific information and assistance.
• Supervisor the activities of the ESP/Tellers by assigning work, answering questions, resolving issues, explaining policies and procedures to members and teammates.
• Be knowledgeable and able to complete appropriate steps and forms for various transactions including, but not limited to: opening any deposit account requested, answering questions, completing documentation required and explaining applicable disclosures; new debit cards, fraudulent transactions, shared branching, share, loan and EFT transfers, wire transfers, rate and fee schedules, OFAC checks.
• Ensure front-line staff is trained and cross-trained in all phases of their job(s) to ensure exceptional service to the membership.
• Assist in the evaluation of the job performance of subordinates to ensure exceptional service.
• Perform member transactions, including but not limited to: deposits, withdrawals, loan payments, transfers, check cashing, shared branching functions and entering data in the operating system.
• Sell prepaid cards, money orders, Corporate Share Drafts, and cross-sell all services and products offered by the credit union.
• Order cash from Federal Reserve, verify cash once received, fill cash orders for ESP/Tellers, maintain full vault security, balance vault nightly. Replenish and balance ATM.
• Maintain adequate supplies of VTM, money orders and Corporate Share Drafts.
• Oversee work schedules for full-time and part-time ESP/Tellers to ensure exceptional service to the membership.
• Be knowledgeable and able to provide information on credit union services or policies including, but not limited to: eligibility for membership, types of credit union accounts, locations of offices, the hours of operation, and phone numbers, appropriate parties for specific information.
• Assist in training new frontline staff.
• Balance and reconcile transactions and cash drawer daily.
• Assist teammates with processes for opening, closing, and balancing.
• Replenish/meet the cash needs of the ESP/Tellers as they may require.
• Maintain confidentiality.
• Be fully compliant with the Bank Secrecy Act and affiliated regulations (i.e. identity verification, OFAC checks when appropriate, CTRreports, etc.).

Other Job Functions

• Attend seminars and training when deemed appropriate.
• Perform clerical duties, such as filing, photocopying, processing checks, and shredding.
• Be fully trained in ESP I/Teller and ESP II/Teller-MSR duties
• Lift up to twenty pounds; be able to stand/operate a computer for extended periods of time.
• Process incoming/outgoing mail when needed.
• Perform other related duties as assigned.

Qualifications, Skills, and Experience

• Computer literacy
• Accuracy
• Prior comparable experience preferred
• Prior cash handling experience preferred
• Exceptional mathematical ability
• Exceptional interpersonal skills and communication skills – oral and auditory
• Professional appearance
• High school diploma, or equivalent

Equipment Operation

Computer Printers Telephone Calculator

Photocopier Fax machine Typewriter Postage machine

Check Scanner ATM Bill Counter Other office equipment as needed

Our Culture

Franklin-Somerset Federal Credit Union just celebrated Maine’s Best Places to Work for the fifth year in a row. We are committed to our team’s professional growth and development and creating a work-life balance while striving to provide exceptional service to our members. Our culture focuses on treating everyone with dignity, respect, and professionalism. We offer a comprehensive compensation and benefits package including health (full time only), dental, vision, and life insurance, we also offer Aflac and Legal Services, 401(k) plan, and paid time off. This position is based in Madison but will require assisting members at other branch location if necessary.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid orientation
• Paid sick time
• Paid time off
• Vision insurance

Work Location: In person