FUNCTIONAL SUMMARY: Primarily responsible for the daily work flow and operations of the front line teller member service area, to ensure that a high level of member service is consistently provided. Models and executes sales, service and operational skills for employees to ensure adoption and quality of employee skills.

RESPONSIBILITIES:

1. Oversees the daily operations of the front line teller member service area in conjunction with the Branch Manager, including: proper scheduling of staff, following appropriate cash handling practices in accordance with Credit Union policies, and ensuring that high levels of member service are consistently offered. Responsible for operational execution and quality.
2. Completes proper over/short and key incident journals on all staff, and conducts surprise audits on a regular basis, with monthly reports on each to the Branch Manager.
3. Consistently develops potential new business by uncovering clues and needs during interactions with members, presenting the benefits of those products/services and referring the member to the appropriate CU partner for fulfillment. Coaches staff to do the same.
4. Conducts weekly observations and coach’s staff consistently and as per established expectations to develop sales and referral skills, as well as to support all development opportunities for staff members.
5. Reports weekly on any quality achievements or improvements made to the Branch Manager.
6. Completes balancing and maintenance of vault cash for branch on a daily basis, in accordance with established policies, procedures and compliance, this includes: cash deliveries, coin shipments, vault/drawer limits and proper security. Completes end of day Branch balance sheet, processes Check 21 and forwards all work to Accounting.
7. Assigns responsibilities of night deposit box to staff under dual control, and reviews process and responsibilities as needed.
8. Coordinates the prompt resolution of issues identified in Member Inquiry Forms and takes necessary steps to ensure that such issues are not repeated.
9. Participates in the balancing of Credit Union ATM’s. Orders cash and supplies for machines and helps resolve member complaint issues and service problems.
10. Performs Quality Control reviews on various items as assigned.
11. Functions as backup to the Branch Manager, in his/her absence, under the guidance of the VP Retail Banking & Operations, as assigned.
12. Ensures that the facility is properly secured, and that applicable security precautions are completed and enforced. Ensures proper opening and closing procedures are followed.
13. Cross trains in some Member Service areas of the branch, and maintains proper supplies for the branch.

QUALIFICATIONS:

1. Minimum of high school diploma or equivalent is required.
2. Minimum of three years Customer/Member Service experience required.
3. Minimum of one to three years supervisory experience preferred.
4. Strong interpersonal, written/verbal communication, organizational skills needed.
5. Demonstrated ability to deal effectively with members and staff are essential.
6. Experience with personal computers in a windows environment including Outlook, Excel and Word.
7. Flexibility of work hours, and proven reliability/dependability required.
8. Must be able to handle multiple tasks effectively and accurately.
9. Must have excellent cross-selling and problem solving skills, and possess a professional and positive attitude.