Lead Teller-Member Service Representative

POSITION OVERVIEW:

The Lead Teller/Member Services Representative (MSR) serves as a key resource for the branch by delivering high-quality, personalized service to members while providing day-to-day leadership and support to the teller/MSR team. This role performs routine financial transactions and member services while assisting with training, workflow, cash operations, and adherence to Credit Union policies and procedures. The Lead Teller/MSR is expected to lead by example and demonstrate professionalism, accuracy, integrity, and a commitment to improving the financial lives of members.

• Process a variety of financial transactions including, but not limited to: deposits, withdrawals, transfers, loan and credit card payments, cash advances, money orders, and cashier’s checks.
• Balance cash drawer daily and ensure cash handling procedures are followed consistently.
• Identify and report discrepancies, suspected fraud, or security concerns.
• Maintain confidentiality of member information and transactional data.
• Cross-sell Credit Union products and services at the teller line.

• Open new accounts, including checking, savings, certificates, IRAs, and club accounts.
• Assist members with account maintenance, including address changes, name changes, and account titling.
• Order debit cards, process wire transfers, and enroll members in digital banking.
• Educate members on available services and promote usage, including mobile banking and e-statements.
• Assist with fraud reporting, disputes, and account security concerns.
• Make outbound calls to follow up with members or promote new offerings.
• Respond promptly and professionally to member inquiries in person, by phone, or email.

• Provide daily guidance and support to Tellers and MSRs and serve as a resource for questions and complex member situations.
• Assist with training and onboarding of new employees and provide ongoing coaching and support.
• Monitor teller workflow and assist with maintaining appropriate coverage and efficient member service.
• Ensure cash handling, balancing, dual control, security, and operational procedures are followed consistently.
• Assist with resolving teller differences and operational issues and communicate concerns to the Branch Manager.
• Assist with opening and closing procedures, vault operations, ATM balancing, and other daily branch functins.
• Promote teamwork, accountability, and a positive member service environment.
• Support branch goals and assist the Branch Manager with daily branch operations as needed.

• Ensure compliance with federal regulations, including BSA, OFAC, and Reg CC, as well as Credit Union policies and procedures.
• Maintain accurate records of financial transactions, documentation, and correspondence.
• Participate in internal audits, operational checklists, and required training.
• Monitor and protect sensitive member data and secure workstations and cash drawers.
• Report policy violations, security concerns, or operational issues to the Branch Manager.

• High school diploma or equivalent required.
• Minimum of two years teller or member service experience required; leadership experience preferred.
• Strong interpersonal and communication skills.
• Team-oriented with the ability to provide guidance and support to co-workers.
• Excellent attention to detail and accuracy.
• Ability to work in a fast-paced environment and prioritize multiple responsibilities.
• Strong cash handling and balancing skills.
• Proficiency in Microsoft Office and digital systems; ability to learn new software.
• Ability to maintain confidentiality and handle sensitive member information appropriately.