Teller/ Customer Service Representative

Job Description

Job Description

Salary :

Works under the direct supervision of the Member Services Managers and / or the Head Tellers to service the members of the Credit Union and to meet sales goals.

Performs a variety of duties on the teller line ranging from accepting deposits of cash and properly negotiated negotiable instruments, processing withdrawals, issuing official checks, accurately cashing checks, processing loan payments, handling general inquiries, etc.

He / She also performs member services duties and opens / closes the branch as needed. Always greets members immediately with courtesy, sincerity, and professionalism.

Processes transactions in a very polite, helpful, and efficient manner. Closes business by thanking members for their business using their name(s), smiling, and ensuring a positive and pleasant member experience.

Cross-sells credit union products (loans, checking accounts, etc.) and services (debit cards, online banking, e-statements, etc.

Produces quality referrals and new accounts through cross-sales efforts. Maintains strict confidentiality and privacy.

Training will be provided on Member Services as needed. Role will evolve into opening accounts, performing account maintenance, and performing other Member Services duties as needed.

Maintains a thorough understanding of compliance policies and regulations, including BSA, AML, CIP, Funds Availability Act, Truth in Savings, Reg.

E, Reg. D., Privacy, GLBA, etc. Re-certifies annually or as needed by completing tutorials and taking tests to show comprehension.

Attends all scheduled branch staff meetings.

RESPONSIBILITIES :

Ensures that each and every member contact, whether in person or by phone or other means, results in a positive experience for the members of CCU.

Answering the phone within two rings and handling messages are extremely important tasks to ensure high service standards.

• Maintaining a professional dress code and appearance, as well as a very polite and positive attitude are critical requirements for this position.
• Receives and processes deposits, checks, payments and other transactions in an accurate manner according to Credit Union policies and procedures.
• Ensures proper endorsement and negotiation of any negotiable instruments received for deposit.
• Opens share accounts, Certificates of Deposits, issues Money Orders and Bank Checks.
• Updates accounts and changes CD terms as needed.
• Performs various clerical duties, including scanning or filing member signature cards or loan files & updates.
• Follows up on closed accounts. Files loan documentation as requested.
• Cross-sells products and services to existing and new members by making suitable recommendations with full disclosure of terms and conditions.
• Prepares individual daily settlement sheets for teller and branch as needed. Reports any large cash variance to Management immediately.
• Understands procedures to be followed in case of robbery or other emergency.
• Maintains knowledge and understanding of Credit Union’s deposit and loan products / services. Cross-sells to members and prospects when appropriate, and directs them to the appropriate area or person.
• Trains new teller personnel in processing and balancing procedures.
• Ensures that fee income is generated according the the fee schedule.
• Maintains thorough understanding of compliance policies and regulations, including Funds Availability Act, Truth in Savings, Reg E, BSA, AML, CIP, etc.
• Re-certifies annually or as needed by completing tutorials and taking tests to show comprehension. Attends all scheduled branch staff meetings.
• Prepares reports relating to the function, i.e., CTRs and SARs reports
• Cooperates with, participates in, and supports the adherence to the Bank Secrecy Act (BSA) / Anti-Money Laundering (AML) policies and procedures, including the following :
• Attend annual training reviewing the regulatory requirements of the BSA and the Bank’s internal BSA compliance and AML policies and procedures, as well as understanding the following terms related to the BSA / AML : Office of Foreign Asset Control (OFAC), Suspicious Activity Report (SAR).

Currency Transaction Report (CTR), and Customer Identification Program (CIP).

• Apply due diligence to be able to make an informed decision about the suspicious nature of a particular transaction and whether to file a Suspicious Activity Report (SAR).
• Maintains a mystery shopping score of 85% or better, if applicable.
• Produces new referrals and refers new business.
• Performs other Member Services duties and tasks (accounts, loans, other services, etc.) as needed and as trained, seeking guidance from Management as needed.
• Performs additional duties as requested.

Knowledge / Skills / Experience Requirements :

• High School Diploma or equivalent.
• Prior teller and / or banking experience helpful.
• Strict confidentiality and knowledge of privacy laws and regulations
• Professional business dress code.
• Oral Communication skills
• Excellent member relations and member service
• Diplomacy and Professionalism
• Filing, organizing, and keeping the area clean.
• Math Aptitude
• Computer Literacy
• Desire to learn and be coached. Accepts constructive criticism.
• Works Saturdays and overtime on a rotation schedule or as needed
• Strong attendance record and punctuality

Physical Demands / Conditions Requirements :

General Office Environment.

Equipment Used :

General Office Equipment including : personal computers, scanners, telephone system, etc.