Lead Teller

America First Credit Union•Draper, UT

About The Position

The Lead Teller implements existing policies, procedures, and systems for cashiering operations and member services. The role coordinates, directs, and assigns work; answers Service Representatives' questions; resolves complex problems; oversees balancing; and ensures smooth teller-line operations and adequate window coverage. The Lead Teller provides training and supervision to Service Representatives, oversees a full range of services for members and prospective members, and helps ensure prompt, professional service. The position also performs Service Representative duties as needed and actively cross-sells Credit Union services. The role oversees teller operations, including teller transactions, security procedures, cash balancing, vault operations, cash orders and distribution, negotiable-item inventories, and ATM readiness. It also supports member services such as opening and closing accounts, processing payments and transfers, handling claims, and explaining Credit Union products and policies. The Lead Teller coaches and supports staff, monitors employee progress, maintains communication with management and branch personnel, completes reports, and performs related operational and clerical duties.

Requirements

High school graduate or equivalent.
Back-up Lead Teller Qualified.
Certified Teller.
Lead Teller Test score of 80% or higher.
Completed SMLD Phase I and II.
Thorough knowledge of Service Representative operations and procedures.
Basic understanding of Credit Union operations, including account opening and closing, loans, IRA procedures, and certificate procedures.
Understanding of the Credit Union philosophy.
Knowledge of basic accounting.
Minimum of 2–3 years of experience as a Teller at a full-service financial institution.
Excellent communication and leadership skills; well organized.
Supervisory and training abilities.
Professional appearance, dress, and attitude.
Solid math skills.
Ability to operate related computer software and business equipment, including a 10-key, money counters, and telephone.

Responsibilities

Ensure teller functions are performed correctly and in accordance with established policies, standards, and security procedures.
Coordinate teller operations by assisting with work assignments and workflow, coordinating weekly schedules, monitoring lunches and breaks, and tracking sick and vacation leave.
Answer Service Representatives' questions, solve problems, assist with complex transactions and sensitive member-relations issues, explain policies and procedures, and authorize overrides within the limits of authority.
Investigate teller out-of-balance conditions, help locate balancing errors, and ensure tellers balance daily and secure funds according to procedures.
Perform teller paying and receiving functions, including accepting share deposits and loan payments and preparing receipts.
Maintain inventories of cashier's checks, money orders, receipts, travelers checks, and other negotiable items.
Balance and replenish the vault, order cash, and distribute cash to tellers.
Monitor, dispense, ship, and balance cash orders.
Keep the ATM filled and functional.
Perform loan training and duties as applicable to the branch.
Ensure member services are provided according to established policies and standards.
Explain services, policies, and procedures; open and close accounts; process stop-payments, wire transfers, certificate accounts, and other products; and correspond with members regarding claims.
Actively and professionally cross-sell Credit Union services.
Assist with dealer payoffs and delivery of titles.
Lead personnel through objective setting, delegation, and communication.
Ensure personnel are trained and effectively utilized; provide instruction on policies, procedures, services, and products; and coach new employees.
Track employee progress, assist with performance appraisals, and support employee improvement.
Resolve members' requests, problems, and questions promptly and courteously; answer or appropriately refer questions, including questions about account balances.
Keep members informed about Credit Union policies and procedures, and process new accounts and changes to existing accounts.
Maintain and project the Credit Union's professional reputation.
Train staff continuously through staff meetings and provide quarterly security training.
Coordinate Service Representative duties with related functions inside and outside the branch.
Keep management informed about area activities and significant problems, suggest service improvements, and counsel members on money management and financial matters.
Complete reports and related documents accurately and promptly, including end-of-month reports.
Attend required meetings and relay information to staff.
Maintain employee progress files.
Keep the work area and equipment clean and well-maintained.
Perform opening and closing procedures, including vault, alarm, and door procedures.
Fill in for Service Representatives and perform related clerical duties as needed.