Senior Teller

INOVA FEDERAL CREDIT UNION•Elkhart, IN

3d•Onsite

About The Position

To provide quality service to internal and external members. This position is responsible for accurately processing transactions, answering questions and providing solutions to members’ needs. This position is responsible for backing up the Teller Supervisor when they are out of office. This is intended to be only an overview of primary responsibilities for this role. This is not a complete listing of role functions. All Team Members are responsible for assisting the organization with various tasks as directed by management. Special projects and activities may also be created where Team Member talents can best be utilized. Training Requirements A core part of this role is to assist other team members and INOVA Federal Credit Union achieve success. Training is essential to increase employee knowledge and competencies related to the job. In order to accommodate organizational goals, all employees will be required to assist new hires and other team members with training and development as needed.

Requirements

Acts honestly and ethically.
Positively represents and actively contributes to our communities.
Positively influences the company culture by demonstrating inclusiveness and building trust.
Models and promotes collaboration across teams; breaks down silos.
Encourages teams and members to candidly share ideas and concerns.
Recognizes external market trends and their impact to the company.
Innovatively seeks solutions to business problems within their own team and function.
Sets department agenda to align with overall company strategy and executes to ensure company goals are met.
Proactively provides developmental feedback to team members and peers in a respectful and caring way.
Dedicates time to actively develop team members and builds talent for the organization.
Fosters continuous learning mindset for self and others; learns from mistakes.
Seeks input from others to identify developmental opportunities and works to close gaps.
Expresses ideas concisely and persuasively to a variety of audiences.
Provides appropriate level of context and connects to overall business strategy.
Communicates in a respectful manner; deploys a "one-voice" approach across the organization.
Actively listens and is aware of the impact of communication for each individual.
Considers the impact to INOVA first and function second.
Demonstrates intellectual curiosity; seeks out alternate opinions and viewpoints.
Pivots to changing business needs.
Practices consistent routine for decision-making and prioritization.
Makes well-informed decisions that are data driven and applies prior learnings.
Owns the outcome and commits to seeing it through.
Identifies roadblocks and effectively works to remove them to achieve the desired results.
Seeks continuous improvement.
Open to new ideas; embraces and champions change.
Connects the team roles to the mission of the organization.
Determines root cause by using a logical thought process.
Asks probing questions, balancing creativity and realism for effective short/long term solutions.
Ensures all relevant data is utilized.
Translates data into actions and solutions.
Gains buy in for solutions and recommendations across departments and next level up.
Knows when to escalate issues.

Responsibilities

Balance according to Teller Guidelines/Cash Handling Procedures
Assist CSR's with balancing
Monitor and maintain safety and security of branch, ensure vault is locked each night upon leaving
Assist in cash drawer, vault and ATM audits
Verify all cash bought or sold from Vault
Verify all cash going to members three times before giving to member (2 times to yourself, 1 time to member for a total of 3 times)
Verify all cash received from member three times before putting in CSR’s cash drawer and marking cash with a counterfeit pen.
All cash transactions exceeding $1,000.00 must be verified by another employee before being given or taken from member
Verify all rolled coin opened for use in cash drawer
CSR’s Drawer MUST be locked when employee is away from CSR’s window at any time
No Cash exchanges between CSR’s
CSR must comply with Drawer Limit procedures
Work as a team with the CSR Supervisor to ensure staff is meeting referral goals; monitor and coach for performance; praise on strengths and coach for success on weaknesses
Hold staff accountable for referral goals
Coach on how to “ask for the business” and not to take orders
Sit with CSR’s to listen and uncover and which they need coaching
Role play by using transactional coaching to train staff and lead by example
Consistently coach on products and services
Achieves individual goals leading by example
Ensure you and/or staff answering phone calls when not with a member
Maintain a service level with all staff to “thank” the member for their business
Ensure all staff understand that uncovering member needs and asking for the business is good Member Service
Use Teller Services, LLC standards with internal and external members
Meet or exceed personal/staff monthly referrals based on yearly production goals.
Meet or exceed personal/staff referrals for CUSO’s based on yearly production goals
Ensure you and/or staff are logged into the phones when not with a member
Ensure you meet your personal goal of 3 calls per day
Ensure branch is secure prior to opening and enforce “All Clear” signals
Ensure branch is secure at closing (verify no members are in branch)
Monitor, supervise, coach and train personnel
Complete documents relating to state or federal regulations
Monitor SSC guidelines if Shared Service Center Outlet and ensure large deposit faxes are sent to Credit Unions
Maintain and order cash and other supplies for the branch and ATM
Provide members and employees with prompt, courteous, knowledgeable and efficient service
Complete monthly Productivity and Shared Branch Reports
Order stock for the Gift, Reloadable and Travel Cards
Perform opening and closing duties, night deposit
Scan checks using Check 21 system
Perform CSR Supervisor duties when Supervisor is out of office
Process Savings Bonds redeemed and new orders
Process foreign items
Keep all member and credit union business confidential
Use Teller Services, LLC standards with internal and external members
Assist Teller Supervisor with schedules