HEAD TELLER

POSITION DESCRIPTION:

HEAD TELLER

Department: BRANCH OPERATIONS

Classification: Non-Exempt

Reports to: Branch Manager

GENERAL DESCRIPTION:

Responsible for implementing Carolinas Telco FCU existing policies, procedures, and systems involving teller operations and member service functions. Coordinates, directs, and assigns work. Answers Tellers' questions, resolves more complex problems, and oversees balancing. Responsible for smooth flow of Teller lines, adequate coverage, and general training and supervision of Tellers. Oversees the provision of a full range of services (including phone and mail) to members and prospective members. Ensures members are promptly and professionally served.

ESSENTIAL FUNCTIONS:

Performs essential duties and responsibilities in the following areas which may include, but are not limited to those listed, and are subject to change:

1. Ensuresall Teller functions are correctly performed and arein accordance withestablished policies and standards. Ensuresall security procedures are followed.Ensuresall outgoing/incoming mail is distributed asrequired.

1. Responsible for the completion ofteller cash drawer audits quarterly and monthly.

1. Answers Teller questions, solves problems, andassistswith complex transactions and sensitive member relations problems. Explainspolicies and procedures to members. Makes exceptions for Teller transactions (within limits of authority)pertaining tocashing and/or accepting checks or drafts.

1. Investigates Teller out-of-balance conditions and institutes corrective procedures. Assistsin finding balancing errors. Ensures each Teller balancestwiceeachdayand all monies are securedin accordance withestablished procedures.

1. Performs Teller paying and receiving functions as required. Receives deposits and loan payments.

1. Maintains an inventory ofallnegotiable items for use in the Teller area.

1. Ensures the organizations core values are applied during communication with members and employees and are executed through daily functional processes. Make a strong commitment to enhance the organizational culture.

1. Balances vault, daily. Perform monthly security/alarm testsand anyadditionalauditsrequiredwhilemaintainingrequireretention. Alertingappropriate departmentsof anydiscrepancy'sor issues when conducting audits.

1. Monitors, cash orders, shipments, and balances cash in and out of the vault.

1. Branches with ATMs should Balance daily.

1. Log items left and/or to be picked up in the branch.

1. Complies withall federal, state, and organizational policies, procedures, and processes, including (but not limited to) the Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC).

1. Adheres to the Credit Union's core values in carrying out Carolinas Telco's mission and vision.

1. Assumes responsibility for ensuring and effectively performing member service functions.

1. Ensures member service functions are performedin accordance withestablished policies and standards.

1. Resolves members' requests, problems, and questions promptly

1. Presents and explains credit union services and products to members andassistsin meeting their financial needs. Back-up to manager on closing accounts. Orderschecksfor members' accounts.

1. Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party.

1. Receives and directs members and telephone calls. Responds to inquiries and questions if possible ordirectsthemas necessary. Records andrelaysmessages.

1. Performs file maintenance and account changes as needed.

1. Keeps members informed of credit union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.

1. Maintains andprojectsthe credit union's professional reputation. Maintains privacy of member account information.

1. Actively cross-sells products and services and meets/exceedsmonthly goals.While coaching the other Tellers on potential opportunities to help branch meet Teller goals.

1. Effectively supervises area personnel, ensuringoptimalperformance.

1. Provides leadership to personnel through effective objectivesetting, delegation, and communication.

1. Ensurespersonnel are well-trained, effective, and optimally used. Provides instructionregardingpolicy, procedure, and service and product offerings. Assistsnew employees.

1. Tracks individual employee progress andassistswith performance appraisals as required. Provides support and suggestions for employee improvement.

1. Assistsand supports personnel as needed.Some travel may be expected to support other branches.

1. Assumes responsibility forestablishingand maintaining effective communication and coordination with branch and area personnel and with management.

1. Keeps management informed of area activities and of any significant problems. Provides suggestions for improved service.

1. Completes required reports and related documents promptly and accurately

1. Attendsmeetings asrequired.

1. Ensures work areas and equipment are clean andwell-maintained.

1. Performs procedures for opening and closing of operations, including vault, alarm, and door duties.

1. Performs related clerical functions asrequired.

1. Required to get notary certification and provide notary services.

1. Additionaltasks and duties assigned

PERFORMANCE MEASUREMENTS

1. Carolinas Telco FCU Teller functions are efficiently, accurately, and effectively performed in accordance with established policies and standards.

1. Security procedures are understood and adhered to by all Tellers.

1. Monies are balanced and any discrepancies promptly resolved.

1. Tellers are appropriately directed, assisted, and supported.

1. Good business relations exist with members. Members' problems or questions are courteously and promptly resolved.By meeting/exceeding survey results.

1. Cross-sells new products/services to members and looks for additional opportunities to support branch meet overall monthly goals.

1. Good working relationships and coordination exist with area personnel and with management. Management is appropriately informed of area activities.

1. Required reports and records are accurate, complete, and timely.