Service Center Lead Teller

America First Credit Union•Cedar City, UT

2d•Onsite

About The Position

Responsible for implementing existing policies, procedures, and systems involving cashiering operations and member services functions. Coordinates, directs, and assigns work. Answers Service Representatives' questions, resolves more complex problems, and oversees balancing. Responsible for smooth flow of teller lines, adequate window coverage, and general training and supervision of Service Reps. Oversees provision of a full range of services (including phone and mail) to members and prospective members. Ensures that members are promptly and professionally served. Acts as Manager in the Manager's absence with the same approval authority as the Manager. Acts as a Service Representative as needed and enthusiastically cross-sells Credit Union services. Responsible for performing a broad variety of customer services including opening new savings, share draft, and credit card accounts. Answers and directs telephone calls and questions and informs members of complete array of Credit Union services. Responsible for providing secretarial and clerical support for all loan processing activities. Prepares closing documents and miscellaneous paperwork necessary for booking and funding new loan business each month. Tracks and obtains proof of insurance as required on member loans. Maintains departmental records and files and types routine reports and records.

Requirements

High school graduate or equivalent.
Back-up Lead Teller Qualified.
Passed Certification Tests 1, 2, 3, 4, Savings Training I & II, and Lead Teller Test with at least 80%.
Completed MSD Phase I & II.
Thorough knowledge of Service Representative operations and procedures.
Thorough understanding of Credit Union operations, including opening and closing accounts, loans, IRA and certificate procedures.
Thorough knowledge of member services, accounts, loans, and products provided.
Understanding of new account bookkeeping procedures.
Understanding of loan processing functions, including related requirements, procedures, and underwriting criteria.
Knowledge of Credit Union loan services, policies, and procedures, including related legal and regulatory standards, and required loan documentation.
Knowledge of consumer and residential lending practices including interest rates and how they are computed.
Minimum of 2 years experience as a Teller at a full service financial institution.
Back-up lead teller experience.
Minimum 1 year of lending experience.
Excellent interviewing, communication, public relations, and leadership skills.
Supervisory and training abilities.
Professional appearance, dress, and attitude.
Strong analytical, financial, and math skills.
Ability to operate related computer software, and other business equipment including 10-key, money counters, and telephone.
Good typing skills.

Responsibilities

Ensures and performs efficient, effective, and professional teller operations, including adherence to policies, standards, and security procedures.
Coordinates teller operations by assigning work, distributing workflow, managing schedules, and tracking leave.
Assists Service Representatives with questions, complex transactions, and member relations issues, and authorizes overrides.
Investigates and corrects teller out-of-balance conditions, ensuring all monies are secured.
Performs teller paying and receiving functions, including processing deposits and loan payments.
Maintains inventory of negotiable items and balances vault, orders and disburses cash.
Monitors, dispenses, ships, and balances cash, and keeps ATM functional and balanced.
Performs loan training and duties as required.
Ensures Member Services functions are performed in accordance with established policies and standards.
Answers member and Service Representative questions, solves problems, and assists with complex transactions.
Explains services, policies, and procedures to members, opens new accounts, processes stop-payments, and corresponds with members.
Maintains new account packets and related forms, and actively cross-sells Credit Union services.
Assists in completing dealer payoffs and with delivery of titles.
Receives, reviews, and processes loan applications, including interviewing, gathering information, evaluating applications, and approving loans within authority.
Performs loan processing functions, including verifying employment and salary, ordering reports, and typing loan documents.
Ensures all necessary items are available for underwriting and that processing is completed promptly.
Handles 2nd mortgage loans, including origination, title searches, appraisals, and credit reports.
Performs title processing functions, tracks titles, ensures Credit Union is lien holder, and maintains DMV file.
Calculates terms, finance charges, and insurance for loans.
Assists in servicing loans by processing payoffs, refinances, problem loan work-outs, and other related tasks.
Posts fees to members' loans and ensures lending operations are compliant and properly documented.
Supervises area personnel through objective setting, delegation, and communication.
Ensures personnel are well-trained, effective, and optimally used, providing instruction and support.
Tracks individual employee progress, assists with performance appraisals, and provides support for improvement.
Resolves member requests, problems, and questions promptly and courteously.
Answers member questions regarding accounts, loans, and other services, and assists with payroll deduction requests.
Keeps members informed of Credit Union policies and procedures, receives and processes account changes, and counsels members on financial matters.
Maintains and projects the Credit Union's professional reputation and trains staff continuously.
Coordinates Service Representative duties with related functions and keeps management informed of activities and problems.
Completes required reports and documents promptly and accurately, and types end-of-month reports.
Maintains employee progress records and attends meetings as required.
Ensures work area and equipment are clean and well-maintained.
Performs procedures for opening and closing operations, including vault, alarm, and doors.
Stays informed about developments in the financial industry.
Replaces Service Representatives as needed and performs related clerical functions.
Assumes responsibility and decision-making for the service center in the absence of the Manager.