Lead Teller

Capital Credit Union•Oshkosh, WI

6d•Onsite

About The Position

Upholds the Credit Union’s mission of “We do the right thing one member, one employee, and one experience at a time to strengthen the communities we serve” by assisting the Teller Supervisor or Branch Manager in monitoring the quality and efficiency of service delivered by the teller line, including supervising basic employee performance in the daily operation of the teller area (e.g. Dress & Grooming Issues, Tardiness, etc.). Assists members in person, through drive-ups or by telephone, providing a broad range of Credit Union information. Leads by example in promoting Capital’s products and services as part of member advocacy, providing exceptional member service, and accurately performing the daily job responsibilities.

Requirements

Ability to read, write, and comprehend detailed and sometimes technical instructions, short correspondence, and memos and ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals as normally acquired through completion of a high school education.
Ability to operate an on-line computer terminal (including a good working knowledge of the core computer system and E-Mail), coin processing machine, and adding machine normally acquired through a basic course or one to three months of on-the-job experience.
Comprehensive knowledge of the products, services, and procedures needed to process transactions as normally acquired through three to six months of on-the-job experience, at least one of which is with the Credit Union, plus a broad knowledge of the Teller Supervisor function as normally acquired through six to twelve months of on-the-job experience.
Cross-trained in Member Service.
Ability to concentrate and pay close attention to detail for over ninety percent of work time. Must be able to closely examine documentation. Requires a high degree of accuracy.
Analytical ability necessary to research and resolve member problems, determine the appropriate contact person in various situations, and locate and correct cash and posting errors.
Interpersonal skills necessary to deal effectively and efficiently with a diverse group of members and employees in high-stress situations, setting the example by maintaining a professional demeanor and atmosphere. Requires communication/listening skills necessary to instruct new and existing employees and deal diplomatically and effectively with difficult situations.
Develops motivation, delegation, and basic disciplinary skills.
Ability to exercise independent judgment when advising tellers on member problems and when addressing employee relation situations. Demonstrates consistent leadership traits. Supports overall business objectives.

Responsibilities

Performs the principal duties and responsibilities of a teller as outlined in the “Teller” job description, including maintaining a minimum number of transactions per month, which will be set by the Branch Manager or Teller Supervisor at each branch.
Advises tellers on member transactions, questions, and problems, including, but not limited to signing off on checks, making exceptions to check acceptance policies, and refunding service charges, utilizing guidelines set by the Branch Manager.
Promotes member advocacy, including the incentive program, and motivates employees to meet monthly goals.
Assists with teller training and development by participating in employee training sessions, cross-training, monthly staff meetings, employee motivation and discipline. This includes taking an active role in the employee appraisal process, which may include providing written and/or verbal input.
Assists the Teller Supervisor or Branch Manager in auditing cash drawers on a monthly basis, or as needed.
Researches and follows up on member complaints.
Assists the Teller Supervisor with, or depending on branch needs, may assume responsibility for, maintaining teller balancing records. This includes making necessary adjustments to member accounts, and processing missing endorsement items and other returned items for the branch.
Assists the Teller Supervisor, or depending on branch needs, may assume responsibility for delegating the workflow of the teller area. This includes assigning, delegating, coordinating, and reviewing the work of the staff. Provides guidance as needed.
Assists with Teller Supervisor duties on a daily basis and assumes responsibility for them in the Teller Supervisor’s absence; or depending on branch needs, may assume responsibility for them on an ongoing basis. These responsibilities include, but are not limited to balancing the vault, ordering cash, balancing the coin machine, completing teller schedules, balancing daily work, responding to security alarms, maintaining a supply of postage and corporate checks, sorting the branch run, routing correspondence, ordering branch supplies, preparing daily work for filming and logging, recording stop payments, etc.
May assist the Teller Supervisor or Branch Manager with the hiring process.