Park View Federal Credit Union
Position Description
Position Title:Head Teller, Dayton Branch
Reports To: Assistant Branch Manager
Directly Supervises:Dayton Tellers and MSRs
Status:Non-Exempt
Effective:August 2013
Primary Functions
- Supervises the teller area. Guides and advises tellers in the efficient and accurate handling of member needs. Solves member problems, resolves teller issues, and helps with complex work-related matters.
- Works directly with members for accounts, account problems, transactions, and other situations requiring individual and specialized service. Provides professional member service face to face, via telephone, email, fax, internet, and any other point of entry for services. Works closely with all other departments in a professional and efficient manner that provides excellent member service.
Major Duties and Responsibilities
1.Manages the day-to-day teller operations by answering questions, solving problems, helping with complex transactions and sensitivemember relations problems, and explaining policies and procedures to tellers and members.
2.Assists the Assistant Branch Manager in scheduling the transaction staff, and working with other branches to share staff as needed.
3.Is scheduled for regular shifts as teller or MSR, and fills in on the line and in the phone queue as needed.
4.Establishes and maintains effective employee relations. Takes leadership in resolving employee relation issues.
5.Approves member exceptions (i.e. endorsements, check holds, etc.) and authorizes service fee refunds to members when necessary.
6.Makes sure supplies are stocked as needed and oversees the ordering of supplies.
7.Works with the Assistant Branch Manager to maintain a highly motivated, professional lobbystaff.
8.Together with the Assistant Branch Manager, provides transactions staff with ongoing feedback and conducts performance evaluations.
9.Works to establish a culture of Total Member Care, coaching employees in the process of sales as service.
10.Performs Teller and MSR functions at station and on teller line as needed, including opening and servicing accounts and certificates.
11.Performs routine, daily cash management functions as needed.
12.Assures that procedures for cash and negotiable instruments are followed.
13.Assures that day-to-day operations with the ATM, mail, night deposit, and “end of day” are completed accurately and efficiently.
14.Works with the Training Specialists on training needs and progressions.
15.Serves on the Consistency Task Force with other branch leaders.
16.Assists with lobby marketing activities.
17.Performs other duties as assigned by the Assistant Branch Manager.
18.Supports and promotes the mission and philosophy of the credit union to members and potential members. Strengthens relationships with members and partner organizations by participating in the planning and implementation of Annual Meeting and selected events. This may require working after normal business hours for certain events.
19.Follows principles in the 212 Commitment.
20.Is responsible for compliance with all required regulations and polices, including all Bank Secrecy Act (BSA) and Office of Foreign Assets Control (OFAC) policies, procedures and regulations.
Skills, Knowledge and Experience
- Professional with leadership and supervisory skills.
- Strong interpersonal and communication skills.
- Bachelor’s degree preferred.
- Two to four years’ experience in a banking environment.
- Demonstrated ability to handle complex situations that arise with members and/or retail staff in a high traffic retail branch.
- Two to four years’ experience as an accurate and efficient Teller/MSR required.
- Ability to analyze, interpret and make judgments and decisions.
- Service-oriented, patient, team-player.
This position description is not a complete statement of all duties and responsibilities comprising your position. It contains only the facts necessary to evaluate your position on a fair basis.