Cash Service Representative - Level 1

Position Summary

This is intended to be only an overview of primary responsibilities for this role. This is not a complete listing of role functions. All Team Members are responsible for assisting the organization with various tasks as directed by management. Special projects and activities may also be created where Team Members talents can best be utilized.

Training Requirements

A core part of this role is to assist other team members and INOVA Federal Credit Union achieve success. Training is essential to increase employee knowledge and competencies related to the job. In order to accommodate organizational goals, all employees will be required to assist new hires and other team members with training and development as needed.

Responsibilities

Balancing Expectations

• Balance according to Teller Guidelines/Cash Handling Procedures
• Monitor and maintain safety and security of branch
• Verifying all cash bought or sold from Vault
• Verifying all cash going to members three times before giving to member (2 times to yourself 1 time to member for a total of 3 times)
• Verifying all cash received from member three times before putting in CSR’s cash drawer
• All cash transactions exceeding $1,000.00 must be verified another employee before given or taken from member
• Verify all rolled coin opened for use in cash drawer
• CSR’s Drawer MUST be locked when employee is away from CSR’s window at any time
• No Cash exchanges between CSR’s
• CSR must comply with Drawer Limit procedures

Member Service

• Ensure you are answering phone calls when you are not with a member
• Maintain a service level with all staff to "thank" the member for their business
• Use INOVA standards with internal and external members

Referral Goals

• Meet or exceed monthly referral goals based on yearly production goals
• Meet or exceed referrals for CUSO’s based on yearly production goals

Genesys

Meet goals of 3 calls answered per day for FT and 2 calls answered per day for PT

Teller Line Operations & Security

• Ensure branch is secure prior to opening and enforce "All Clear" signals
• Ensure branch is secure at closing (verify no members are in branch)
• Complete documents relating to state or federal regulations.
• Monitor SSC guidelines if Shared Service Center Outlet and ensure large deposit faxes are sent to Credit Unions.
• Provides members and employees with prompt, courteous, knowledgeable and efficient service.
• Process Savings Bonds and foreign items.
• Keep all member and credit union business confidential.
• Use INOVA standards with internal and external members.
• Participate in annual compliance courses.
• All other duties as assigned.

Competencies

Communicates Appropriately, Clearly and Openly

• Uses professional language when speaking with supervisors, co-workers and members.
• Clearly communicates thoughts, ideas and information in writing and in-person conversation.
• Speaks in a logical, organized and coherent manner.
• Provides appropriate level of detail for the situation and audience.
• Listens to and considers others’ viewpoints.

Exercises Sound Judgment

• Uses logical thought processes to analyze and draw conclusions.
• Identifies inconsistent or missing information.
• Draws conclusions from relevant and/or missing information.
• Considers the impact to INOVA first and function second.
• Demonstrates intellectual curiosity; seeks out alternate opinions and viewpoints. Pivots to changing business needs.

Maintain a Professional Demeanor

• Demonstrates self-control by maintaining composure and keeping a professional demeanor even in emotionally difficult situations.
• Takes ownership of one’s work.
• Maintains a positive attitude.
• Is pleasant, courteous, and professional when dealing with internal and external members or clients.
• Provides personalized service with prompt and efficient responses to meet the requirements, requests and concerns of members or clients.
• Understands and anticipates member needs.

Drives for Results

• Owns the outcome and commits to seeing it through. Identifies roadblocks and effectively works to remove them to achieve the desired results.
• Seeks continuous improvement. Open to new ideas; embraces and champions change.
• Establishes a high degree of trust and credibility with others.

Qualifications

Education/Experience:

This role requires the following related education or equivalent combination with experience and training.

• 3 - 6 months Cash handling experience
• High school diploma

Training Requirements

• Annual Compliance Requirements

Work Environment

The work environment characteristics described here are representative of what a Team Member encounters while performing the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Open office or cubicle
• Works as part of a team

Physical Demands

While performing the duties of this role, the Team Member is regularly or occasionally required to meet the following physical demands. To assure safety, Team Members in this role must be able to complete the following physical requirements

• Noise - Moderate
• Sit and stand intermittently

INOVA Federal Credit Union promotes an equal employment opportunity workplace which includes reasonable accommodation of otherwise qualified disabled applicants and employees.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties as requested by any person authorized to give instructions or assignments. Duties, responsibilities and expectations may be added, deleted; or changed at any time at management’s discretion and this job description does not create an employment contract, implied or otherwise, other than an employment-at-will relationship.