Head Teller

Job Summary:

The primary purpose of this position is to assist Highmark Credit Union in living out our Mission, “To educate and inspire our Highmark family so that all can achieve success.” Develop a highly effective team of employees to their highest potential through coaching and leadership. Be responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend appropriate credit union solutions that will improve their financial life.

In addition, be responsible for the day-to-day operation of the department, including new business development, service delivery, compliance, product and service development and policies and procedures. Directs the activities of the department staff including coaching and training, and ensures that quality service is provided to members in compliance with federal regulations and the Credit Union's policies and procedures. Responds to questions and/or provides information upon request from members (internal and external). Guides and manages the department in providing quality service to members (internal and external), ensuring the department meets organizational, financial, operational, service and growth plans.

Essential Functions:

• Ensure all tellers are trained and cross-trained in all phases of their particular jobs and all products to deliver outstanding service to members while modeling exceptional member service skills.

• Assist in orientation and training of new tellers to educate overall credit union and branch regulations, policies, and procedures.

• Meet with each employee monthly to review previous month’s performance, set goals for upcoming month’s performance and develop plans to improve employee’s performance.

• Maintain knowledge of all state and federal regulations that are applicable to the transactions performed in the teller area and ensure staff understands policies and procedures.

• Maintain a highly motivated, well-trained staff, while maintaining effective employee relations.

• Assist all tellers with routine questions or problems and guide them on making referrals and cross-selling techniques.

• Develop staff work schedules with efficiency, member service and security in mind.

• Assure courteous, confidential and accurate processing of member transactions.

• Assist branch staff with solving member’s problems, including but not limited to, reviewing for check acceptance, review of non-routine transactions and providing transaction review and overrides when necessary.

• Assist members with their financial transactions, including deposits, withdrawals, payments, transfers, and check cashing.

• Responsible for providing support to all tellers across branches by answering inquires, resolving issues, assisting with complex transactions, and addressing sensitive member relations concerns.

• Approve all vacation, overtime, and timesheets for each teller in coordination with Market Managers.

• Takes appropriate action to resolve any out-of-balance conditions.

• Evaluate and clearly communicate the work of the tellers by ensuring performance appraisals are timely and effective.

• Develop and implement corrective actions, in conjunction with the Market Manager, ensuring high quality work and excellent service to members.

• Develops, applies and evaluates policies and procedures for the department.

• Partner with the Market Manager(s) to develop and coordinate best practices for the most efficient and effective sales techniques.

• Participate in the planning of and making presentations to staff at meetings including conducting regular teller meetings to discuss needed improvements and changes in procedures, new developments or services, and providing general information.

• Maintain an adequate supply of money order and cashier’s check paper and oversee proper availability of daily cash for the Credit Union.

• Approve member exceptions and authorize service fee refunds to member when necessary.

• Partner with all Market Managers, Training Director, and CXO to effectively manage the delivery of excellent member service.

• Travel to branches is required.

• Other duties as assigned to drive the vision and fulfill the mission to abide by the values of Highmark Credit Union.

Professional Behavior:

• Effectively plan, organize workload, and schedule time to meet the demands of the position.

• Fulfills service promises to all people.

• Work in a cooperative and professional manner with Highmark CU staff.

• Treat all Highmark CU members and potential members with dignity and respect at all times.

• Exemplify excellent customer service with all members, potential members and staff.

• Consistently demonstration respect for and acceptance of differing capabilities, cultures, gender, age, sexual orientation, and/or personalities.

• Relate well and work collaboratively with coworkers and all levels of staff in a professional manner.

• Maintain and ensure organizational privacy and confidentiality.

• Be self-directed and take proactive initiative to assist others.

• Embrace modes of appearance and attire that reflect a professional presence.

Physical Demands/Work Environment:

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. This position is sedentary with some standing and walking required. Employee must be able to talk and hear and must be able to life up to 10 pounds.

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.

Minimum Qualifications:

• High School Diploma or GED and two to three years of teller experience

• Previous supervisory experience

• Knowledge of standard business practices

• Knowledge of Credit Union services and products including the legal and regulatory requirements

• Demonstrated analytical and problem-solving skills

• Professional appearance, dress and attitude

• Must pass required background check