Head Teller

Role:

To oversee daily teller operations, ensuring transaction accuracy, maintaining cash controls, and supporting exceptional member service. This role serves as a working supervisor, leading by example while coordinating teller activities, providing coaching, and ensuring compliance with all policies and procedures.

Essential Functions & Responsibilities:

• Oversees daily teller operations, ensuring efficient workflow and proper staffing levels. Monitors lobby traffic and assists during peak times. Assigns and coordinates teller responsibilities, including opening and closing duties. Serves as the primary point of contact for teller questions and escalations.
• Processes accurate member transactions, including deposits, withdrawals, payments, and transfers. Reviews large or complex transactions for accuracy and compliance. Ensures proper identification and verification standards are followed.
• Trains new tellers on systems, procedures, and service standards. Provides ongoing coaching and performance feedback in person and by utilizing the performance management platform. Reinforces proper procedures and corrects errors through real-time guidance.
• Manages branch cash levels, including vault, teller drawers, and shipments. Performs and verifies cash counts, audits, and balancing procedures. Investigates and resolves teller outages and discrepancies in a timely manner. Ensures proper dual control and security procedures are followed at all times.
• Ensures adherence to all policies, procedures, and regulations (BSA/AML, OFAC, CIP, etc.).
• Cross-sells Credit Union products and services.
• Performs other job-related duties as assigned.