This position is primarily responsible for ensuring delivery of superior quality service while adhering to corporate, regulatory, and audit guidelines; providing timely and efficient completion of client transactions while maintaining accurate records and thorough proper handling of all monies assigned; and proactively participating in the referral process while using the “Selling is Telling” philosophy by performing the following duties.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Core duties and responsibilities include the following. Other duties may be assigned.
- Performs within company standards, including but not limited to member survey results, balancing performance, meeting cross-sales and referral goals and transaction-volume.
- Maintains a positive, professional attitude and a pleasant tone while dealing with members and co-workers.
- Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards.
- Takes ownership of member requests and questions following up for resolution as a training opportunity.
- Maintains control of member transactions to ensure the transactions are completed accurately and efficiently with minimal wait time with the use of a transaction ticket for every transaction.
- Reviews staff intranet for updated policy and procedure, forms, and communications suggesting changes to enhance service to members, being especially familiar with the Teller Page.
- Remains current on policies, procedures, systems and services that are offered to provide efficient member service.
- Operates under and enforces credit union policies and guidelines.
- Cross-sells credit union services and products to strengthen member relations with Summit Credit Union in order to achieve and maintains minimum monthly referral goals.
- Maintains a working knowledge of work tools and systems.
- Maintains a neat, well organized and stocked station.
- Reports equipment malfunctions to branch manager to communicate to Information Technology (IT).
- Assists with special projects when requested.
- Provides professional member service, which includes but is not limited to:
- Performs accurate transactions
- Greets the member, smiles, using the members’ name during the transaction
- Thanking each member for his or her business
- Offering a product or service that would help their financial well being
- Refers members to other branch personnel as needed.
- Performs the basic transactions of a paying and receiving teller such as accepting deposits and loan payments, verifies cash, endorsements, IDs and signatures.
- Cashes checks within limits and obtains further authorization when necessary.
- Issues cashier checks and redeems savings bonds.
- Prepares individual daily balance of teller cash transactions as well as other reports as necessary.
- Performs more complex transactions (with assistance as necessary).
- Handles proportionate volume of work based on branch demands.
SUPERVISORY RESPONSIBILITIES:
This job has no supervisory responsibilities.
COMPETENCIES:
To perform the job successfully, an individual should demonstrate the following competencies:
Intellectual
- Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Interpersonal
- Member Service - Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance; meets commitments.
- Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
- Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meeting.
- Organization – Ability to organize and prioritize.
- Ethics - Treats people with respect; keeps commitments; inspires works with integrity and ethically; upholds organizational values.
Self-management
- Quality - Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality.
- Safety and Security - Observes safety and security procedures; reports potentially unsafe conditions.
- Attendance/Punctuality - Consistently at work and on time; ensures work responsibilities are covered when absent
Reports to: Branch Manager
