TELLER MANAGER

The primary function of this position is to assist Community Credit Union of Florida in living out our Mission, “Always improve the financial well-being of our members and make a positive difference in our community.” One of the primary means to achieve this end is to develop a highly effective team of employees and develop each employee to their highest potential through coaching and leadership. Responsible for ensuring that outstanding service is delivered to both internal and external members. A key component of this service is to identify the financial needs of the member and recommend an appropriate credit union solution. The Teller Manager is responsible for supporting the Branch Manager by ensuring teller operational activities run smoothly and efficiently. The incumbent provides leadership, training and supervision to teller staff; promotes business for the credit union by maintaining good customer relations, and refers members to appropriate personnel for services. The Teller Manager assists in attaining established credit union and branch goals through active participation in quality of service management and other branch initiatives; assumes responsibility and is accountable for adherence to credit union policies and procedures. May perform moderate managerial duties in the absence of the Branch Manager.

ESSENTIAL DUTIES

1. Demonstrates enthusiastic support of corporate mission, core values and long term objectives by performing job duties within our bylaws, regulations, Board of Directors policies, established internal and external service standards and our work procedures while possessing adequate product knowledge as measured by the annual product knowledge assessment.

2. Delivers service to both internal and external members that is in alignment with the credit union’s Service Promises, and meets all established service goals.

3. Abides by CCU’s Service Promises when helping a member or co-worker to ensure timely responsiveness to the individual’s needs. Promotes teamwork, respects opinions, abilities and contributions of others and conveys a willingness to assist and cooperate with others for the benefit of the organization.

4. Assists in attaining established departmental goals and adheres to all credit union standard operating policies and procedures, as well as state and federal regulations and guidelines. Responsible for accurately completing daily task activities and entering data in a timely manner.

5. Manages direct reports to maximize productivity, efficiency, and the potential of the human assets of the company, including hiring, directing job assignments, setting performance expectations, monitoring staff performance, coaching, counseling, training, assuring compliance with regulatory requirements and organizational mission, values, service standards, policies, and work rules. Appraise performance and provide recommendations for staff compensation, promotion, and termination, as appropriate.

6. Resolves balancing errors and accesses outage problems in a timely fashion. Analyzes daily receipts and assists tellers with detecting balancing errors. Verifies vault cash and places cash orders. Completes periodic audits of all teller functions. Also responsible for monthly branch audits, logs, etc.

7. Assists with telephone support by responding to member inquiries and problems in a professional, timely manner; follows up on inquiries with informational materials and/or phone contact; investigates and corrects errors and resolves problems or other issues; helps members to utilize electronic delivery channels for convenience.

8. Provides consistent quality service and projects a positive image of the credit union to internal and external members. Assists as needed in teller activities based on branch needs and coaches tellers to achieve individual sales and appropriate member view scores based on service each month.

9. Responsible for maintaining a thorough knowledge of credit union membership, dividend rates, interest rates, products, services and the required document disclosures to ensure compliance with current regulations.

10. Maintains on-going communications with immediate supervisor; relates pertinent problems, irregularities, new developments, changes and other important information within the area of responsibility. Provides input and evaluates daily practices and procedures; makes recommendations for changes or modifications for more efficient operations.

11. Ensures maximum security is maintained regarding cash, operating procedures and other valuables; performs security audits and maintains dual-controls as required; conducts unannounced audits of all branch cash funds and cash limits; ensures the branch is in compliance with established credit union policies, procedures and state and federal regulations.

12. Creates, develops and implements new procedures to support policy and product changes that ensures smooth implementation.

13. Attends training sessions and meetings as required.

14. Follows policy and procedures related to Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Customer Identification Program (CIP) and Customer Due Diligence (CDD) daily to ensure compliance with current regulations.

15. Performs other related duties as assigned and special projects as assigned.

ENVIRONMENT AND PHYSICAL ACTIVITY

The environment for this position is an open, non-confined office-type setting that is clean and comfortable where the incumbent is free to move about at will. It may include some minor annoyances such as noise, odors, drafts.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently required to spend time writing, typing, speaking, listening, lifting (up to 50 pounds), carrying, seeing (such as close, color and peripheral vision, depth perception, and adjusted focus), standing for long periods of time (up to 8 hours), pulling, walking, standing, squatting, kneeling and reaching.

The incumbent for this position may operate any or all of the following: telephone, copy and fax machines, calculator, computer terminal, personal computer and related printers.

MENTAL DEMANDS

The incumbent in this position must be able to: read and interpret documents or instruments, perform highly detailed work, assist or guide problem solving, resolve employee issues, perform mathematical functions, conduct meetings and presentations, prepare written communication, perform analytical reasoning, withstand stress, handle multiple, concurrent tasks and constant interruptions. Possess excellent member contact and verbal and written communication skills.

POSITION REQUIREMENTS

These specifications are general guidelines based on the minimum experience normally considered essential to the satisfactory performance of this position. The requirements listed below are representative of the knowledge, skill and/or ability required to perform the position in a satisfactory manner. Individual abilities may result in some deviation from these guidelines.

• Associate’s degree (AA) from college; or two (2) to five (5) years related experience and/or training; or the equivalent combination of education and experience. Work related experience should consist of a financial institution operations and teller functions, exceptional customer service and sales background. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be business or financial industry related.

• Intermediate experience and knowledge of teller activities, terminology, products and services; and knowledge of related state and federal compliance regulations and operational policies.

• Intermediate skills in personal computer operation; word processing, spreadsheet and software programs. Intermediate typing skills to meet the production needs of the position.

• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; count currency, coin and negotiable instruments in a timely manner.

• Effective oral, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, interpret documents, understand procedures, write reports and correspondence, and speak clearly to members and employees.

• Effective organizational and time management skills, with ability to multi-task and the ability to provide leadership, supervision and training using positive supervisory techniques to ensure maximum productivity; demonstrated ability in organization and delegation skills. Ability to work with moderate supervision and inspection of work while performing duties and be a strong team player.

• Ability to handle simple problems in nature requiring some analysis or research to determine the best solution.

The incumbent must be able to perform this position safely, without endangering the health or safety of the individual or others.

Management reserves the right to change this position description at any time according to business needs.