Branch - Team Leader/Head Teller

Company: USALLIANCE Financial
Location: Wayne
Posted on: April 8, 2021

Job Description:

The Branch Team Leader/Head Teller will provide exceptional member service in all delivery channels. Implement the Credit Union's Sales and Service standards by offering products and services to improve members' financial position. Assist management in coaching and developing employees through evaluating and observing member interactions, side by side training and peer mentoring. Display a great, positive attitude and the drive to succeed. Responsible for the accurate handling of all branch operations, including cash and other financial instruments. Assist management in business development activities to support Credit Union growth.

Duties And Responsibilities

• Demonstrate expert level knowledge of Credit Union products & services, policies and procedures during member and employee interactions through all communication platforms.
• Provide operational support to staff over the phone as well as in person and handle all member escalations within a timely manner.
• Monitor and measure staff's job knowledge and implementation of the Credit Union's Sales and Service model by evaluating member interactions, and coach employees when requested by management.
• Provide on-going coaching, development and peer mentoring to under-performing staff as well as new hire training when requested.
• Identify and communicate areas for continual improvement of business processes to support efficiency.
• Collaborate with management to ensure all sales & strategic goals assigned to the Member Services are met.
• Conduct business outreach to explore new business opportunities and to enhance existing partnerships.
• For in-branch positions Responsible for accurate handling of all branch operations, including but not limited to, settlement of all cash drawers, branch vault(s), settlement of ATM, cash ordering, compliance with Currency Transaction Reports requirements, audit requirements and scheduling employees to ensure adequate coverage.
• Promptly and accurately perform member transactions and requests, including but not limited to balance inquiries, deposits, withdrawals, funds transfers, loan payments and advances, debiting and reimbursing fees, opening and closing accounts, placing card and check orders, member research and follow-up, submitting certificate account maturity instructions, setting up online and mobile banking, and submitting new membership and loan applications.
  • Any other duties and/or responsibilities as assigned.
    
    Requirements
    
    • Experience in Microsoft Word and Excel
    • Strong analytical, organizational and communication skills
    • Work independently and cooperatively with other credit union team members and departments
    • Be able to effectively multi-task
    • Strong communication and active listening skills
    • Must demonstrate teamwork by working flexible hours and providing staffing support to other USALLIANCE locations as requested
    • High school diploma or equivalent
    • Previous contact center experience preferred
    • Previous banking experience preferred
    • Previous on the job mentoring or training experience preferred
    • Minimum of 2-years cash handling experience for in-branch positions
    • Minimum of 3 years sales experience in a retail or financial environment.
    • 3+ years of financial services industry experience or professional sales experience required.
    • Thorough knowledge of branch operations and cash balancing procedures for in-branch positions.
    • Must possess a positive attitude and the ability to motivate a team.
    • Superior member service orientation and professional appearance.
      
      Benefits
      
      • Medical & Dental insurance
      • Life and Vision Insurance - Employer Paid
      • 401(k) Retirement Savings Plan with Full Employer Match (on contributions up to 6%)
      • Generous Paid Time Off
      • Flexible Spending Accounts for Health & Dependent Care Expenses
      • Career Planning
        USALLIANCE Federal Credit Union, as an Equal Opportunity Employer, values and supports the diverse cultures, perspectives, skills and experiences within our workforce.

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