Universal Lead Teller Trainee

America First Credit Union•Tucson, AZ

About The Position

This position is based at a branch in Tucson, Arizona. Before the branch opens, training will take place remotely and at branches in the Phoenix metropolitan area. The role implements established policies, procedures, and systems for cashiering operations and member services; coordinates and assigns work; answers Service Representatives’ questions; resolves complex problems; oversees balancing; and ensures teller-line workflow, window coverage, training, and supervision. It oversees a full range of member services, including service by phone and mail, and helps ensure members receive prompt, professional service. In the Manager’s absence, the role assumes the Manager’s responsibilities and approval authority. It also performs Service Representative duties as needed and cross-sells Credit Union services. The position provides member services such as opening savings, share draft, and credit card accounts, answering calls, explaining Credit Union services, and supporting loan processing. Loan duties include preparing closing documents, processing and evaluating consumer and residential loan applications, gathering and verifying supporting information, approving requests within lending authority, and presenting other requests for approval. The role also tracks required proof of insurance, maintains records, and supports loan funding and servicing. The role requires a high school diploma or equivalent; specified Credit Union training and certification; at least two years of teller experience at a full-service financial institution; backup lead teller experience; and at least one year of lending experience. The schedule is Monday through Saturday, flexible.

Requirements

High school graduate or equivalent.
Qualified as a Back-up Lead Teller.
Passed Certification Tests 1, 2, 3, and 4, Savings Training I and II, and the Lead Teller Test with a score of at least 80%.
Completed MSD Phase I and II.
Thorough knowledge of Service Representative operations and procedures.
Thorough understanding of Credit Union operations, including opening and closing accounts, loans, IRA procedures, and certificate procedures.
Thorough knowledge of member services, accounts, loans, and products provided.
Understanding of new-account bookkeeping procedures.
Understanding of loan processing functions, related requirements and procedures, and underwriting criteria.
Knowledge of Credit Union loan services, policies, procedures, legal and regulatory standards, and required loan documentation.
Knowledge of consumer and residential lending practices, including interest rates and how they are computed.
At least 2 years of experience as a teller at a full-service financial institution.
Backup lead teller experience.
At least 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 business equipment, including a 10-key, money counters, and telephone.
Good typing skills.

Responsibilities

Ensure teller functions are performed accurately and in accordance with established policies, standards, and security procedures.
Coordinate teller operations, including assigning work, distributing workflow, scheduling, and monitoring lunches, breaks, sick leave, and vacation leave.
Answer Service Representatives’ questions, resolve problems, assist with complex transactions and sensitive member relations issues, explain policies and procedures, and authorize overrides within assigned limits.
Investigate teller imbalances, help identify errors, ensure daily balancing, and secure funds according to established procedures.
Perform teller paying and receiving functions, including accepting share deposits and loan payments and preparing receipts.
Maintain teller-area inventory of cashier’s checks, money orders, receipts, travelers checks, and other negotiable items.
Balance and replenish the vault, order and distribute cash, and monitor, dispense, ship, and balance cash.
Keep the ATM functional and balanced and ensure its security procedures are followed.
Perform loan training and duties as assigned, with scope varying by branch.
Ensure member services are delivered according to established policies and standards; answer questions and assist with complex transactions and sensitive member matters.
Explain services, policies, and procedures; open share draft, savings, and credit card accounts; prepare related paperwork; process stop-payments; and correspond with members regarding claims, IRAs, and certificates of deposit.
Maintain supplies of new-account packets and forms, cross-sell Credit Union services, and assist with dealer payoffs and title delivery.
Interview loan applicants, take applications, gather information, evaluate and verify applications and credit criteria, calculate debt ratios, verify employment and income, determine collateral value, approve loans within authority, notify applicants, and request additional information as needed.
Process loans by pulling applicant files, verifying employment and salary, ordering PR and appraisals, running credit reports, preparing loan documents, and ensuring loans are properly documented, processed, approved, and disbursed.
Follow up to ensure underwriting has required items, review submissions for completeness and accuracy, and complete processing promptly.
Handle second-mortgage loan origination and supporting title searches, appraisals, credit reports, rescission-period follow-up, closings, and follow-up on mortgages, trust deeds, and title policies.
Track titles, insure the Credit Union as lien holder, process payoffs, and maintain DMV files for title conveyance.
Calculate loan terms, finance charges, and insurance for disclosure on promissory notes.
Service loans by processing payoffs, refinances, workout arrangements for problem loans, address changes, payment extensions, collateral releases, and payment due-date changes; post fees to members’ loans.
Ensure lending operations comply with Credit Union policies and legal requirements and that loan requests are properly documented.
Lead, train, delegate to, and communicate with personnel; monitor training and performance; assist with appraisals and employee improvement; and provide support as needed.
Resolve member requests, problems, and questions promptly and courteously; answer or appropriately refer questions about accounts, loans, values, balances, payoffs, and student loans; and assist with payroll-deduction requests.
Keep members informed about policies and procedures, process new accounts and account changes, counsel members on money management and financial matters, and maintain the Credit Union’s professional reputation.
Train staff continuously, including through staff meetings and quarterly security training.
Coordinate Service Representative duties with other functions, keep management informed of activities and significant issues, suggest service improvements, complete reports and end-of-month reports accurately and promptly, maintain employee progress, attend meetings, and relay information to staff.
Maintain a clean, well-kept work area and equipment; perform opening and closing procedures for the vault, alarm, and doors; stay informed about financial-industry developments; replace Service Representatives as needed; and perform related clerical duties.
In the Manager’s absence, assume responsibility and decision-making for the service center.