Senior Teller

The Senior Teller supervises the daily MSR/Teller activities and provides superior customer service. The role performs all functions of an MSR/Teller as well as other duties requiring additional knowledge and experience, such as opens new accounts, cross-sells credit union products and services, processes clerical work, assists the MSR/Tellers with complex balancing and other work related issues. In addition, responds to questions, provides information upon request from internal or external members, and engages with members and potential members so they in understand and utilize TFCU products and services. In the absence of the Senior MSR or Branch Manager the Senior Teller will perform all of their required duties.

This role may need to support the work at other TFCU locations.

Department: Volpe Branch

Classification: Non-Exempt

Key Responsibilities:

• Assists members with opening and closing accounts, answers questions about products and services and resolves problems that are within their authority to resolve. Process loan applications and disburse loans. The Senior Teller should refer along with their recommendations challenging problems that are beyond their authority to the Branch Manager. Performs all the duties of an MSR/Teller including but not limited to; processing all transactions for members, including deposits, withdrawals, loan payments, cash advances, and transfers. Assist members by disbursing money orders, travelers and cashier checks. Greet members and others entering the branch and determines how they may be assisted.
• Answers questions and resolves difficult or complex problems presented by MSR/Tellers or other staff. Utilizes tact and experience based knowledge to resolve member and staff issues or conflicts. Explain to members or staff policies and procedures while maintaining positive member relations. Maintain confidentiality of account and member information.
• Ensure that the department provides friendly, prompt, professional, and accurate service and support to all members and associates.
• Ensures the branch balances all transactions at the close of each business day. Assist MSR/Tellers and others to resolve balancing problems and authorizes over/short adjustments. Verifies Branch Manager's cash as necessary. Perform all the end of day duties to include check scanning into check21. Approves and verifies cash shipments. Manages the branch cash vault and ensures the branch and MSR/Tellers remain below established cash limits. Prepares and balances all negotiable instruments.
• Develops and improves the knowledge and skills of the MSR/Tellers on the service platform or behind the teller line. Ensure that the staff is educating members on the benefits of TFCU and recommending products or services that fits their needs.
• Process member transactions accurately and efficiently with minimal errors. Maintain accurate count, record, and secure control of cash and other negotiable items at all times. Ensure that the branch ATM up-time is consistently higher than 99%.
• Conduct one on one training with new and existing staff, providing expertise to help develop cash handling and member service skills. Opens and closes the branch as assigned while following procedures. Ensures all equipment is in proper working order and if not takes the proper steps to get the equipment fixed after consulting with the Branch Manager. Provides Notary Public and Signature Guarantee services to members based on the Branch Manager discretion.
• Ensures branch settlement including ATM's, processes, balances, and replenishes the ATM's. Researches MSR/Teller difference; resolves adjustments. Prepares and submits audits and MSR/Teller Over/Short logs to the Branch Manager.
• Maintain a highly qualified staff, sufficient to meet the daily demands of the credit union's members. Consistently exhibit a service behavior that exceeds the expectations of our members.
• Provides new and existing members educational information and advice about all Credit Union products and services. Identifies cross-selling opportunities based on cues and reviewing credit reports and then recommends the appropriate products or services that benefit the member.
• Coordinates with other credit union departments as necessary to satisfy and exceed the member's expectations. Refer TFCU members to other departments or vendors providing specialized services as necessary.
• Monitors department activities for compliance with established policy, procedures, and regulations. Identifies and takes action to improve the department's operating methods and procedures. Assist with staff work schedules and prioritization. Ensure that the branch staffing level meets the needs of the members.
• Adhere to credit union policies and procedures; stays knowledgeable of and complies with applicable laws and regulations, including BSA/AML and OFAC.
• Ensure that safeguards are in place and policies and procedures are followed in order to maintain the highest levels of accuracy and security of Credit Union assets.
• Keep management informed regarding key operating issues affecting the department. Provide observations of employee performance to the Branch Manager on a regular basis.
• Performs other related duties as assigned by the Branch Manager.
• Maintain a professional work environment and businesslike appearance.
• Support upper management in achieving goals established in the business plan.