Teller (Spanish Speaking Highly Preferred)

Overview

• Role: Tellers act as service representatives providing paying and receiving functions.
• Responsibilities:
• Process deposits, withdrawals, loan payments, cashiers’ checks, money orders, and cash advances.
• Balance daily transactions and verify cash totals.
• Build member relationships by identifying needs and educating them about products/services.
• Cross-sell Credit Union services enthusiastically.
• Perform member services functions such as opening/closing accounts, renewing certificates, and assisting with bookkeeping/account maintenance.
• Resolve complex member transactions independently or refer as necessary.
• Assist members via phone, mail, text, email, video solutions, and self-serve channels.
• Promote and cross-sell digital services, acting as a branch digital services expert.
• Perform clerical functions and assist other Service Representatives.
• Serve members promptly and professionally.
• Attain expected baselines in sales, volume, and service to support branch goals.

Key Responsibilities

• Ensure efficient, effective, and accurate performance of teller functions according to policies and procedures.
• Maintain privacy of member account information.
• Process teller paying and receiving functions both in-person and via mail.
• Prepare proper receipts for share deposits and loan payments.
• Process transfers, cash advances, traveler’s checks, cashiers’ checks, and money orders.
• Disburse cash or check share withdrawals.
• Process and post CDs, HSAs, and all types of IRAs.
• Verify transactions, monitor deposit amounts, and examine documents for endorsement and negotiability.
• Detect and resolve discrepancies promptly.
• Make risk assessments of negotiable items within assigned limits of authority.
• Investigate and resolve out-of-balance conditions.
• Certified Tellers provide "override" function for other Tellers within defined authority limits.
• Perform Member Service and Sales functions professionally according to policies and procedures.
• Maintain and project the Credit Union's professional reputation.
• Maximize penetration of Credit Union products and services by identifying member needs and cross-sell opportunities.
• Cross-sell Credit Union services and record accepted teller referrals.
• Assist with new member onboarding calls as directed.
• Answer questions and assist members with complex transactions and account problems, referring to branch leadership as needed.
• Handle member interactions professionally across all channels using effective sales and service techniques.
• Open and close accounts, process stop-payments, and correspond with members regarding claims.
• Resolve transaction corrections in a timely manner.
• Perform file maintenance and account changes.
• Act as a branch expert for electronic services.
• Cross-sell AFCU digital services including Online Banking, Mobile banking, Card Guard, Bill Pay, Mobile Deposit, and others.
• Answer member questions and provide problem resolutions for digital services.
• Assist with daily maintenance of self-assist machines and video equipment.
• Assist members with account lockouts, Online Banking PIN/Password resets, direct deposit, ACH, wire transfers, and other digital service needs.
• Establish and maintain effective coordination and working relationships with personnel and management.
• Assist area personnel as required and provide guidance to other Tellers as directed.
• Implement individual 90-day sales action plans and take direction from coaching.
• Attend and participate in trainings, meetings, and branch sales huddles.
• Perform related clerical and receptionist duties.
• Adhere to Branch Safety, Security, and Teller Audit procedures.

Performance Measurements

• Member Focus: Degree to which member service is demonstrated daily.
• Teller Statistical Record: Meets defined Teller Performance Report Overall Score expectations, including accepted teller referrals and members served baselines.
• Attendance & Punctuality: Adherence to attendance and punctuality policy.
• Job Knowledge: Depth and application of job knowledge.
• Professionalism & Appearance: Conveys a favorable image, demonstrates honesty, integrity, and confidentiality, and maintains a neat work area.
• Teamwork & Cooperation: Promotes a positive, productive, and professional environment.
• Sales Performance: Effectiveness in meeting sales goals.
• Core Values and Code of Conduct: Adherence to company values in all actions.

Qualifications

• High school graduate or equivalent.

Requirements & Tech Stack

• Skills/Abilities:
• Excellent communication skills and willingness to assist others.
• Ability to successfully recognize and offer sales opportunities.
• Professional appearance, dress, and attitude.
• Solid math skills.
• Attention to detail and accuracy.
• Ability to operate related computer software and business equipment, including:
• 10-key
• Currency and coin counters
• Cash machines
• Self-assist machines
• Video equipment
• iPad
• Telephone
• Preferred Experience:
• Previous retail sales or similar financial institution work experience.
• Language Preference:
• Spanish Speaking Highly Preferred.