Teller, Customer Service​/HelpDesk

Overview

This position is primarily responsible for ensuring delivery of superior quality service while adhering to corporate, regulatory, and audit guidelines; providing timely and efficient completion of client transactions while maintaining accurate records and thorough proper handling of all monies assigned; and proactively participating in the referral process while using the “Selling is Telling” philosophy by performing the following duties.

Core duties and responsibilities include the following. Other duties may be assigned.

• Performs within company standards, including but not limited to member survey results, balancing performance, meeting cross-sales and referral goals and transaction-volume.
• Maintains a positive, professional attitude and a pleasant tone while dealing with members and co-workers.
• Meets or exceeds minimum Quarterly Score Assessment percentages regarding quality standards.
• Takes ownership of member requests and questions following up for resolution as a training opportunity.
• Maintains control of member transactions to ensure the transactions are completed accurately and efficiently with minimal wait time with the use of a transaction ticket for every transaction.
• Reviews staff intranet for updated policy and procedure, forms, and communications suggesting changes to enhance service to members, being especially familiar with the Teller Page.
• Remains current on policies, procedures, systems and services that are offered to provide efficient member service.
• Operates under and enforces credit union policies and guidelines.
• Cross-sells credit union services and products to strengthen member relations with Summit Credit Union in order to achieve and maintains minimum monthly referral goals.
• Maintains a working knowledge of work tools and systems.
• Maintains a neat, well organized and stocked station.
• Reports equipment malfunctions to branch manager to communicate to Information Technology (IT).
• Assists with special projects when requested.
• Provides professional member service, which includes but is not limited to: performs accurate transactions; greets the member by name during the transaction; thanks the member for his or her business; offering a product or service that would help their financial well being; refers members to other branch personnel as needed.
• Performs the basic transactions of a paying and receiving teller such as accepting deposits and loan payments, verifies cash, endorsements, IDs and signatures.
• Cashes checks within limits and obtains further authorization when necessary.
• Issues cashier checks and redeems savings bonds.
• Prepares individual daily balance of teller cash transactions as well as other reports as necessary.
• Performs more complex transactions (with assistance as necessary).
• Handles proportionate volume of work based on branch demands.

Part-time

This job has no supervisory responsibilities.

To perform the job successfully, an individual should demonstrate the following competencies:

• Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

• Member Service - Manages difficult or emotional member situations; responds promptly to member needs; solicits member feedback to improve service; responds to requests for service and assistance; meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control.
• Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meeting.
• Organization – Ability to organize and prioritize.
• Ethics - Treats people with respect; keeps commitments; inspires works with integrity and ethically; upholds organizational values.

• Quality - Demonstrates accuracy and thoroughness; looks for…