SUMMARY:

The Lead Teller serves as the first point of contact for members by providing Above & Beyond service, processing all transactions in accordance with credit union policies and procedures, assisting with member requests, and identifying/referring cross-sell opportunities. The Lead Teller functions as the main support for Teller staff and backup support for the Assistant Branch Manager.

ESSENTIAL DUTIES & RESPONSIBILITIES:

• Provide Above and Beyond customer service to credit union members by being polite and professional. Greeting members immediately when they enter the credit union with a smile. Ensuring you use their name during the transaction and thank them for being a member at the end.

• Assist in the training and development of new hires within the branch on our policies and procedures. Provide feedback to Teller Supervisor on the trainee’s progress.
• Maintain a professional work environment and businesslike appearance.
• Help Teller to locate out-of-balance situations and correct errors as they occur. Inform the Teller Supervisor of any unresolved out-of-balance situations. Make copies of Teller checks and assist Teller Supervisor in contacting the member regarding Teller errors.

• Process transactions such as deposits, withdrawals, cashing checks, loan payments, etc.

• Actively promote credit union products and services by recognizing member needs and referring services and products. Maintain accurate records of all referrals and follow-up with members when necessary.
• Oversee and maintain daily operating standards, including but not limited to cash drawer security, the daily balance of cash drawer, check/work capture procedures, weekly balancing of Vault and ATM, adequate supplies in teller station, adherence to opening/closing process, cash limits, etc.
• Maintain daily contact with Teller Supervisor providing support, input, feedback, and guidance concerning daily teller operations.

• Protect the bank from unnecessary risk or exposure by being familiar with bank procedures and confidentiality guidelines, including but not limited to currency transaction reports, suspicious activity reports, Regulation CC holds and documentation, robbery procedures, etc.
• Complete and analyze branch logs and reports as necessary.
• Function and serve as backup support to Teller Manager when needed for Cash movements, cash orders, atm deposits, etc.
• Must be proficient at working Contact Manager. Daily follow-up of the CM queue is crucial to member service.
• Performs such other functions that might be needed from time to time and assists others to complete tasks and work assignments.

Other Duties and Responsibilities:

• Play an active part in helping credit union teams’ function smoothly and efficiently.
• Stay alert to potential problems and propose changes to policies and programs.
• Back up other coworkers as needed.

Required Abilities:

• Attention to detail and strong organizational skills
• Motivational skills
• Critical thinking and problem-solving skills
• Strong verbal and non-verbal communication skills
• Must be self-motivated and a quick learner
• Must be able to multi-task and work well in a fast-paced environment
• Excellent member service skills
• Demonstrate all Space City Core Values
• Demonstrate the ability to maintain confidentiality and exercise discretion