Coordinate activities and oversee daily functions of the teller line operations at location assigned. Supervisor teller personnel and assure credit union policy and procedures are followed and quality member service is provided. Supervise and assist tellers with complex balancing and other work related services. Maintain proper cash handling procedures.

• Represent the credit union in a courteous and professional manner. Provide supervision to ensure that member is provided prompt, efficient and accurate service in the processing of transactions. 
• Coordinate the daily operation of the teller line and the remote facility (if applicable). Ascertain all daily and monthly duties are performed at the remote facility.
• Cross sell credit union services to members and employees by assessing their needs based on information obtained from cross-sell messages in Teller Navigator and member/potential member cues. Explain the different services and the benefits of each service. Build successful long-term relations with member by increasing use of credit union services. Assures all tellers cross sell services to the membership on a consistent basis. Monitor cross selling performance with direct reports and coach as needed. 
• Keep manager informed of needs of the teller line, such as additional staff, problems with equipment, vendors or suppliers, and any serious member or employee complaint or problem. 
• Assist in preparing work schedules, performance evaluations, and disciplinary matters. Prepare and submit weekly timecard report.  
• Promptly notify employees of all new or changed policies and procedures.  
• Maintain a teller station and perform all teller duties, provide information, and assist members, as required. Balance cash daily; submit electronic check images in E-Desk; verify financial center is in balance using .BTTs at day end; process stop payments; and make advances on open-end loans and credit cards. 
• Assist the tellers in their job duties with questions, overrides, etc. Oversee the job performance of new tellers after training is complete. Provide additional training on back office duties when necessary. Provide feedback, monitor performance and work to develop each individual with one-on-one coaching. Discuss and set personal growth goals with direct report. 
• Troubleshoot teller outages, coach importance of accuracy and develop balancing strategies with each direct report. 
• Assist the tellers with problems that arise with the membership. Handle disgruntled members and train tellers how to handle the situation. 
• Assure tellers are available at teller station ready to assist the membership and keep the member’s wait to a minimal time. 
• Ensure teller pods/lines are maintained in a neat, orderly fashion as originally set up. Periodically check each station and adjust/remove unnecessary items as needed. 
• Receive checks and cash for deposit to various accounts, verifying endorsement and negotiability and enter transactions into credit union records via an online computer terminal, and scan checks into E-Desk for electronic processing. Cash checks and pay money from various accounts upon verification of signatures and member account balances. Inspect all checks, bonds, money orders, travelers’ cheques, etc. to determine their negotiability. 
• Oversee Card Wizard, Instant Issue Card System, manage inventory, replace ribbons, reject cards, loan/unload card machine daily and replenish cards. Exercise dual control when required.  
• Maintain thorough knowledge of VISA gift cards and travel money cards including the process to sale and the GL# to offset. Maintain a sales and inventory log sheet. Responsible for assigning and deleting teller access to the ICUL site for gift cards and travel money cards. Oversee selling, issuing and auditing of travel cards and gift cards. 
• Assist with posting night deposit transactions, if applicable to branch. 
• Post vault transactions and audit vault cash daily (if vault is accessed). 
• Ensure that checks are imaged and the Fed cash letter is accurately prepared in a timely manner. Oversee the preparation of the daily deposit for the financial center, image paper checks for deposit onto a disk using the digital document recorder in preparation. Prepare the Federal Reserve deposit, including notification of all affected departments and verification that the Federal Reserve deposit and financial center balance sheet are in balance in a timely manner. Ascertain the daily work has been separated and shipped to the bookkeeping department and the Federal Reserve deposit is secure until pickup by courier. Secure Check 21 checks. Prepare Check 21 checks for destruction and maintain Storage and Destruction Log sheets.
• Actively participate in credit union marketing promotions and branch sales programs in order to meet or exceed financial center goals. 
• Monitor safe deposit box cards and the availability within the branch, if applicable. Assist with the annual collections of rent on all delinquent boxes. Coordinate the scheduling of re-keys and drills of all boxes that remain delinquent or have missing keys. Financial centers with Biometric Hand Key Pass Vault System: Manage employee sign on accounts by adding/deleting users and troubleshoot issues. 
• Serve as backup for manager during their absence. Assure all financial center functions are carried out including member complaints/errors, employee issues, building and equipment maintenance, etc. 
• Test security equipment quarterly to ensure it is in proper working order. 
• Program the financial center security pad to add/delete authorized employees.
• Assist in opening and closing office and ensure that all security procedures are implemented. 
• Assist in business development plan including relationship building and contacts with SEG’s. Refer potential SEG’s for follow up with marketing. 
• Attend various meetings and training sessions to keep updated on job duties. 
• Open new accounts, such as share draft, Christmas club, etc., and explain various accounts and ownership options, as time allows. Prepare necessary documentation and complete transaction. Refer loan leads to manager for follow up. 
• Follow policy and procedures related to the Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP), and Office of Foreign Assets Control (OFAC) daily to ensure compliance with current regulations. Assist with/verify all CTRs for accuracy. 
• Prepare monthly audits and reports for the Internal Audit department of teller cash drawers, travel cards, gift cards and instant issue cards. Maintain security logs and audit vault cash, cash recycler and cash dispense machines. Submit OFAC hits to Security monthly. 
• Prepare monthly audit of self-service coin machine, as well as, oversee the daily operation of the machine, including the day end balancing. Empty and bag coins from machine as needed. (If applicable to office). 
• Accept levy/garnishments submitted by law enforcement or court officials. Follow procedures in teller manual and send to Legal department. 
• Record service calls from vendors, such as Diebold, Glory, Flavia, etc. Maintain records of equipment outages.               
• Maintain and monitor proper levels of working cash and cash reserve. Order cash as needed. Assist with preparing and verifying coin shipment to and from Fed, shipment of unfit, mutilated or counterfeit currency for proper credit and coordinate armored car service manifest.  
• Post and secure shipments of travel cards, instant issue cards and gift cards. 
• Post fed adjustments and teller error corrections. Follow up with employee notification of error.
• Prepare weekly transactions report (if applicable). 
• Oversee the financial center and remote (if applicable) ordering and usage of supplies. 
• Follow established housekeeping guidelines monthly to assure there is not an excessive build up of duplicate records at the financial center level. 
• Assist with ATMs, as directed by the Card Services Manager and provide assistance to members as needed. 
• Responsible for the cash dispense teller machines, including balancing, replenishing, and auditing the machine. 
• Responsible for cash recycler, including balancing machine and selling cash to vault as needed.  
• Oversee Card Wizard, Instant Issue Card System. Manage inventory, replace ribbons, reject cards, load/unload card machine daily and re-pin cards. Exercise dual control when required. 
• Provide Notary and signature guarantee services. 
• Ensure proper posting and submitting of payrolls. 
• Balance utilities (Tullahoma office only).
• Read all internal publications including Source, Possibilities and Frontline.

Marginal Functions

Assist members with the following services as needed: 

• safe deposit rentals and access to box
• open new accounts and handle inquiries
• perform general account maintenance
• handle payroll maintenance and issues
• redeem bonds
• wire
• order drafts through Harland’s internet site

• Performs other duties as required or assigned.

• High school graduate or equivalent. One to three years of similar or related experience. 
• Previous teller experience required. 
• Must be accurate in all teller/new account transactions, including cash handling, and have a thorough knowledge of teller operations in order to answer questions and resolve problems. 
• Must possess a high level of problem solving skills, poise and tact in order to represent the credit union in a professional manner.  
• Must communicate with employees and members in a positive manner in dealing with member/teller transactions, and must be able to remain calm in a crisis situation 
• Must be able to supervise the teller line and keep personnel available to assist the membership. 
• Regular and reliable attendance is required.
• Possession of a valid, unrestricted driver’s license. 
• Working knowledge of computer programs including Microsoft Outlook, Word, Excel and the internet. 
• Must be able to operate or have ability to be trained to operate related office equipment including security monitoring system, Biometric Hand Key Pass Vault System, calculator, cash dispense machine, laser printer, receipt printers, coin and currency counter, cash recycler, computer terminal (PC), multifunction copier, imager, Verifone, and telephone.