HEAD TELLER

GENERAL DESCRIPTION:

Responsible for implementing Carolinas Telco FCU existing policies, procedures, and systems involving teller operations and member service functions. Coordinates, directs, and assigns work. Answers Tellers' questions, resolves more complex problems, and oversees balancing. Responsible for smooth flow of Teller lines, adequate coverage, and general training and supervision of Tellers. Oversees the provision of a full range of services (including phone and mail) to members and prospective members. Ensures members are promptly and professionally served. Acts as a Member Service Representative as needed and actively cross-sells company services.

ESSENTIAL FUNCTIONS:

• Ensures all Teller functions are correctly performed and are in accordance with established policies and standards. Ensures all security procedures are followed. Ensures all outgoing/incoming mail is distributed as required.
• Responsible for the completion of teller cash drawer audits quarterly and monthly.
• Answers Teller questions, solves problems, and assists with complex transactions and sensitive member relations problems. Explains policies and procedures to members. Makes exceptions for Teller transactions (within limits of authority) pertaining to cashing and/or accepting checks or drafts.

• Investigates Teller out-of-balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures each Teller balances twice each day and all monies are secured in accordance with established procedures.
• Performs Teller paying and receiving functions as required. Receives deposits and loan payments.
• Maintains an inventory of all negotiable items for use in the Teller area.
• Ensures the organizations core values are applied during communication with members and employees and are executed through daily functional processes. Make a strong commitment to enhance the organizational culture.
• Balances vault, daily. Perform monthly security/alarm tests and any additional audits required while maintaining require retention. Alerting appropriate departments of any discrepancy’s or issues when conducting audits.
• Monitors, cash orders, shipments, and balances cash in and out of the vault.
• Branches with ATMs should Balance daily.
• Log items left and/or to be picked up in the branch.
• Complies with all federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).
• Adheres to the Credit Union's core values in carrying out Carolinas Telco’s mission and vision.
• Assumes responsibility for ensuring and effectively performing member service functions.
• Ensures member service functions are performed in accordance with established policies and standards.
• Resolves members’ requests, problems, and questions promptly
• Presents and explains credit union services and products to members and assists in meeting their financial needs. Back-up to manager on closing accounts. Orders checks for members' accounts.
• Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.
• Receives and directs members and telephone calls. Responds to inquiries and questions if possible or directs them as necessary. Records and relays messages.
• Performs file maintenance and account changes as needed.
• Keeps members informed of credit union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
• Maintains and projects the credit union’s professional reputation. Maintains privacy of member account information.
• Actively cross-sells products and services and meets/exceeds monthly goals. While coaching the other Tellers on potential opportunities to help branch meet Teller goals.

• Effectively supervises area personnel, ensuring optimal performance.
• Provides leadership to personnel through effective objective setting, delegation, and communication.
• Ensures personnel are well-trained, effective, and optimally used. Provides instruction regarding policy, procedure, and service and product offerings. Assists new employees.
• Tracks individual employee progress and assists with performance appraisals as required. Provides support and suggestions for employee improvement.
• Assists and supports personnel as needed. Some travel may be expected to support other branches.
• Assumes responsibility for establishing and maintaining effective communication and coordination with branch and area personnel and with management.
• Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service.
• Completes required reports and related documents promptly and accurately
• Attends meetings as required.
• Ensures work areas and equipment are clean and well-maintained.
• Performs procedures for opening and closing of operations, including vault, alarm, and door duties.
• Performs related clerical functions as required.
• Additional tasks and duties assigned

PERFORMANCE MEASUREMENTS

• Carolinas Telco FCU Teller functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.
• Security procedures are understood and adhered to by all Tellers.
• Monies are balanced and any discrepancies promptly resolved.

• Tellers are appropriately directed, assisted, and supported.
• Good business relations exist with members. Members' problems or questions are courteously and promptly resolved. By meeting/exceeding survey results.
• Cross-sells new products/services to members and looks for additional opportunities to support branch meet overall monthly goals.
• Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.
• Required reports and records are accurate, complete, and timely.
• The credit union’s professional reputation is maintained and conveyed.
• Transaction levels, balancing, errors, etc. are in line with the credit union standards.
• Exhibits ongoing commitment to the enactment of organizational core values.

QUALIFICATIONS

• Business degree or Two to Three Years of equivalent experience.
• Strongly preferred bilingual(Spanish/English)
• A thorough knowledge of Teller operations and procedures.
• Basic understanding of Company operations, including opening and closing accounts, loans, IRA, and certificate procedures.
• Knowledge of basic accounting.
• Ability to excel in a Sales and Service Team environment
• Excellent communication and leadership skills. Training abilities.
• Professional appearance, dress, and attitude.

• Motivated self-starter with strong customer service skills.

DISCLAIMER AND ACKNOWLEDGEMENT