Service Center Lead Teller

Schedule

Mon – Sat Flex

Responsible for implementing existing policies, procedures, and systems involving cashiering operations and member services functions. Coordinates, directs, and assigns work. Answers Service Representatives' questions, resolves more complex problems, and oversees balancing. Responsible for smooth flow of teller lines, adequate window coverage, and general training and supervision of Service Reps. Oversees provision of a full range of services (including phone and mail) to members and prospective members.

Ensures that members are promptly and professionally served. Acts as Manager in the Manager's absence with the same approval authority as the Manager. Acts as a Service Representative as needed and enthusiastically cross‑sells Credit Union services.

Responsible for performing a broad variety of customer services including opening new savings, share draft, and credit card accounts. Answers and directs telephone calls and questions and informs members of complete array of Credit Union services. Responsible for providing secretarial and clerical support for all loan processing activities. Prepares closing documents and miscellaneous paperwork necessary for booking and funding new loan business each month.

Tracks and obtains proof of insurance as required on member loans. Maintains departmental records and files and types routine reports and records.

Assumes responsibility for ensuring and performing efficient, effective, and professional teller operations:

• Ensures that all teller functions are correctly performed and are in accordance with established polices and standards. Ensures that all security procedures are followed (i.e., alarms, cameras, teller audits etc.).
• Coordinates teller operations by assisting in assigning work and distributing workflow. Coordinates weekly schedule, monitors lunch and breaks, tracks sick and vacation leave.
• Answers Service Representative's questions, solves problems, and assists with complex transactions and sensitive member relations problems. Explains policies and procedures to members. Makes judgements for Service Representatives within limits of authority, pertaining to cashing and/or accepting checks or drafts. Gives authorization for overrides.
• Investigates teller out of balance conditions and institutes corrective procedures. Assists in finding balancing errors. Ensures that each teller balances at the end of each day and that all monies are secured in accordance with established procedures.
• Performs teller paying and receiving functions as required. Receives share deposits and loan payments. Prepares proper receipts.
• Maintains an inventory of cashier's checks, money orders, receipts, travelers checks, and other negotiable items for use in the teller area.
• Balances vault and replenishes. Orders cash and disburses cash to tellers.
• Monitors orders, dispenses, ships, and balances cash.
• Keeps ATM functional and balanced. Insures that security procedures for ATM are followed.
• Loan training and duties. (The extent will vary from branch to branch.)

Assumes responsibility for ensuring and effectively performing Member Services functions:

• Member Services functions are performed in accordance with established policies and standards.
• Answers questions of members and Service Representative personnel, solves problems and assists with complex transactions and sensitive member relations problems.
• Explains services, policies, and procedures to members. Opens new share draft, savings, and credit card accounts, including preparing all related paperwork. Processes stop-payments. Corresponds with members regarding claims, IRA's and CD's.
• Maintains a supply of new account packets and related forms.
• Actively and professionally cross‑sells Credit Union services.
• Assists in completing dealer payoffs and with delivery of titles.

Assumes responsibility for effective receiving, reviewing, and processing of loan applications:

• Interviews, takes applications, gathers information and processes preliminary documentation on loan requests. Evaluates and verifies loan applications and credit criteria. Computes debt ratios. Verifies employment and income.…