Lead Teller

Job Summary:

The Lead Teller provides excellent, professional service to Members, using consultative sales techniques to build loyalty and cross-sell Credit Union services. As a key representative of Partners Federal Credit Union, they develop long-term relationships with Members by identifying financial needs and offering suitable solutions. The role involves performing all teller functions, resolving complex problems, balancing daily totals, overseeing balancing, processing transactions, ensuring smooth flow and adequate coverage of the teller line, and maintaining professional service standards.

Additional responsibilities include managing member accounts, ensuring accurate and up-to-date records, handling deposits, withdrawals, and other financial transactions efficiently and accurately. The Member Experience Professional I assists in the processing of loan applications by gathering necessary documentation and conducting initial reviews. They support the sales team in promoting credit union products and services, such as credit cards, mortgages, and savings accounts. Compliance with regulatory requirements and internal policies is critical, as is identifying and reporting any suspicious activities. The role also involves administrative tasks such as managing paperwork, filing, and data entry to ensure smooth operations. Effective member relationship management is key, building and maintaining relationships with Members to understand their financial needs and provide appropriate solutions. Finally, they work closely with senior Credit Union staff and other team members to support overall branch or department goals.

Essential Responsibilities:

• Ensure all teller functions comply with policies and security standards.
• Maintain professional and effective teller operations, including balancing and securing funds.
• Monitor cash levels, maintain inventory of negotiable items, and manage cash dispense machines
• Provide exceptional member service by meeting Members’ needs promptly and professionally.
• Resolve Members’ requests, problems, and questions; offer Credit Union products and services.
• Be able to recognize when a member request should be referred to colleagues in positions of higher authority and responsibility.
• Process transactions, open new accounts, and handle consumer loans from start to finish.
• Provide leadership through effective peer-to-peer coaching, delegation, and communication with support of leadership.
• Train and support Member Experience Professional I peers, ensuring optimal performance and professional growth within the Branch.
• Be able to provide glow and grow feedback regarding team performance and in support of peer growth and development.
• Handle any special projects delegated by leader.
• Address complex transactions and sensitive Member relations issues.
• Investigate and correct teller out-of-balance conditions.
• Support personnel with day-to-day operations and Member interactions.
• Effectively work the front Lobby desk, managing member wait time exceptions and handling transactions that can be handle quickly
• Communicate features and benefits of all Credit Union products and services.
• Educate Members on financial responsibility and promote additional products and services.
• Conduct outbound calls for Member Service and Sales, following the 2/2/2 program.
• Perform a wide range of financial transactions, ensuring accuracy and security.
• Responsible for overrides
• Process deposits, withdrawals, transfers, payments, and check cashing.
• Balance daily transactions and verify cash totals.
• Demonstrate fundamental member engagement skills such as – greeting the member with eye contact, smiling, inquiring about their business for the day and genuinely thanking them.
• Build a network of Member contacts through qualified leads and referrals.
• Promote Credit Union objectives and deepen business relationships.
• Ensure all membership documents meet quality control standards.
• Maintain compliance with policies, including CIP, OFAC, and ChexSystems.
• Maintain and enhance financial business acumen through continual training and self-development.
• Coordinate teller Member Experience Professional I duties with related functions and communicate effectively with management.
• Provide suggestions for improved service and streamline operations.
• Maintain flexibility in support of branch needs.
• Complete projects and reports related to the department.
• Perform other related duties as assigned or requested.

Years of Relevant Work Experience:   3 to 5 years

Language Skills:  Spanish (preferred)

Certifications, Licenses, Registrations

• FL/CA Notary (required)
• NMLS Certification (preferred)

Abilities and Behaviors:

• Excellent member service and conflict resolution skills
• Effective sales skills
• Strong problem-solving and decision making skills
• Clear and open communication skills
• Flexible; easily adapts to change
• Strong time-management skills & ability to multi-task
• Organized; good time manager
• Responsible; takes initiative and works independently
• Strong teamwork skills
• Two years’ experience in the financial industry and credit unions is required.
• Two years’ experience in teller cash handling and cash dispense machines is required.
• Experience in sales is preferred.
• Previous supervisory experience preferred

Performance Standards:

• Balancing Standards
• Balancing Percentage
• Member Satisfaction
• Transaction Quality
• Partners Home Mortgage Referrals (Total Referrals / Qualified Referrals)
• Partners Wealth Management (Total Referrals / Qualified Referrals)
• Review Membership Applications (Membership Officer)
• Core Product Qualified Referrals (Checking, Certificates, MMA and Consumer Loans)
• Autoland / Auto Advisor referrals (Total referrals/qualified referrals)
• Review and submit the monthly Teller Over / Short report to the Branch Service Manager
• Assist and/or complete with the Branch Service Manager the Internal Verification Program (IVP) and submit the packet to the Branch Service Manager
The hiring range for this position in California is $19.55 to $25.67 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.