What are the responsibilities and job description for the Teller (PT) position at Summit Credit Union?
SUMMARY:
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.
QUALIFICATIONS:
- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
- The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION AND/OR EXPERIENCE:
High school diploma or general education degree (GED); and/or six months to one year of related experience and/or training; or equivalent combination of education and experience.
LANGUAGE SKILLS:
- Ability to read and comprehend simple instructions, short correspondence, and memos.
- Ability to write simple correspondence.
- Ability to effectively present information in one-on-one and small group situations to members and other employees of the organization.
MATHEMATICAL SKILLS:
- Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
- Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
REASONING ABILITY:
- Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
- Ability to deal with problems involving a few concrete variables in standardized situations.
COMPUTER SKILLS:
To perform this job successfully, an individual should have knowledge of Internet Software; Spreadsheet Software (Excel); Word Processing Software (Word); Electronic Mail Software (Outlook); and Presentation software (PowerPoint).
OTHER SKILLS AND ABILITIES:
- Excellent communication and interpersonal skills with the ability to gain the trust of members.
- Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
- Friendly, courteous, service-oriented, professional, outgoing, and member service oriented.
- Remain calm and professional in stressful situations.
- Must be able to work independently and productively with minimum supervision.
- Recognize problems, identify possible causes and resolve routine problems.
- Team player with a "can do" attitude that can work in a fast-paced environment.
- Ability to establish and maintain professional atmosphere for employees, clients and members.
OTHER QUALIFICATIONS:
- Able to work a flexible schedule to include various nights, weekends and holidays.
- May require some travel on an as needed basis.
- Has a working knowledge of other credit union departmental operations including, lending, Mortgage, Marketing Department, Accounting, Information Systems and Card Services.
- Must have an aptitude for meeting people, developing member confidence, and trust in our credit union.
- Must be able to handle large amounts of cash with speed and accuracy.
- Must be able to present services in a knowledgeable manner.
- Proven proficient teller skills.
PHYSICAL DEMANDS:
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms and talk or hear.
- The employee is occasionally required to sit; climb or balance and stoop, kneel, crouch, or crawl.
- The employee must regularly lift and /or move up to 10 pounds, frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
WORK ENVIRONMENT:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
- Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderate.
NOTE:
- The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification.
- It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
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