Lead Teller

  • Michigan Schools and Government Credit Union
  • Ann Arbor, MI, USA
  • May 13, 2022
Full time Banking Customer Service

Job Description

Overview of Responsibilities: Oversees all day to day operational aspects of the teller line in accordance with MSGCU’s policies and state and federal regulations, and in alignment with our core values and the credit union philosophy of “people helping people.” Delivers the desired member experience by providing high quality service, including using effective listening to identify member needs and cross selling products and services in order to deepen member relationships.

Essential Duties and Responsibilities:

  • Performs all functions of the teller role by providing high quality member service by using MSGCU service standards and Creating Member Loyalty (CML) skills. Serves as a positive role model for others.
  • Performs all duties related to teller operations to support the branch and ensure efficient and effective service to members including ATM balancing, vault operations, teller overrides, ensuring team members balance at the end of each business day, and assisting with out of balance incidents.
  • Follows MSGCU’s service standards to complete teller transactions with focus and understanding in order to ensure accurate processing and to balance teller drawer and checks at end of day. Teller transactions include, but are not limited to: cashing checks, processing deposits and withdrawals, making member payments, processing certificate of deposit transactions, and member account maintenance.
  • Generates member referrals by using a consultative approach and asking high impact questions to identify and meet member needs, both perceived and unperceived. Listens for member cues and uses in depth knowledge of our products and services in order to cross sell and offer solutions for member needs by focusing on the benefits and value to the member.
  • Adheres to all policies and procedures related to security, including; robbery, fraud, opening/closing of branch, and cash controls.
  • Assists team members regarding teller processes and operational aspects of the teller role.
  • Responsible for conducting branch audits on a periodic basis and prepares audit reports.
  • Assists members with problem resolution and effectively communicates team member performance issues to branch leadership.
  • Demonstrates teamwork by assisting branch team and other departments/branches as needed.

Essential Knowledge, Skills and Abilities:

  • Member Focus: Builds strong member relationships (internal/external) by using effective listening skills to gain insight into member needs and identifying opportunities to benefit the member, and efficiently resolving problems. Behavior consistently demonstrates engagement with members and commitment to MSGCU initiatives in support of our mission and values.
  • Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency and enthusiasm. Completes responsibilities with a high level of excellence, professionalism, efficiency, accuracy, and responsibility for outcomes.
  • Communicates Effectively: Actively listens, provides timely and helpful information, shares, collaborates, and participates in team discussions. Effectively communicates MSGCU policies, procedures, and objectives to audiences of varying needs and abilities.
  • Instills Trust: Builds relationships and gains the confidence of others by modeling honesty, integrity, authenticity, and behaviors that align with organizational values. Exemplifies courage by stepping up to address difficult issues.
  • Self-Development: Actively seeks new ways to grow and be challenged using both formal and informal development channels; demonstrates a willingness to step into other areas as requested.
  • Familiar, or ability to become familiar, with MSGCU's products, services, and programs as well as policies and guidelines to provide optimal services to members.
  • Basic understanding of technology and software, including Word, Excel, and PowerPoint.

Essential Preparation and Experience:

  • High school diploma or GED; and
  • One year financial institution experience as a teller including vault and ATM balancing.

Working Conditions:

  • Office and branch location environment with little discomfort from noise, extreme temperature, dust, or other factors.
  • Occasionally required to travel throughout MSGCU's service area as business needs require.
  • Exposed to potentially hazardous conditions, such as robbery. Receives detailed instructions and security procedures on an annual basis to minimize risk.
  • This work involves sitting most of the time with brief periods of walking or standing and may occasionally require lifting and/or moving up to 25 pounds.