Teller Service Representative

JOB SUMMARY

Responsible for processing all member account transactions using internal technology systems and cross-offering appropriate alternative products and services to help meet the members' financial needs while delivering superior member service and being an effective team player by assisting co-workers when needed.

ESSENTIAL RESPONSIBILITIES

• Process all member and business financial transactions, including but not limited to issuing checks, processing deposits, withdrawals, and wires, issuing drafts, and other negotiable instruments.
• Respond to member inquiries regarding account operation, access to services, account discrepancies, adding or reducing service features on various accounts, and assisting members.
• Maintain current knowledge of all products and services, changes in federal regulations, and internal policies and procedures related to their job. 
• Maintain knowledge of and compliance with all BSA-related regulations, internal policies, and procedures.
• Operate a computer terminal to accurately post transactions, access account information, balance transactions, and update member account information.
• Process all checks on our branch capture system (check 21).  Operate and balance this system daily.
• Perform teller functions related to handling cash and negotiable instruments, including maintaining cash, balancing, and resolving errors.
• Perform vault teller functions.
• Perform and comply with branch physical security functions daily.
• Maintain confidentiality and safeguard all member information.
• Performs lobby engagement activities to connect with members and position credit union products and solutions to fit their needs.
• Engage in product and service conversations to position solutions that best fit members’ needs to drive and achieve goals and objectives, including but not limited to deposit production, new member growth, business services, and referrals.
• Work on various daily branch reports.
• Understand and be able to calculate and explain deposit rates and APRs to members.
• Empowered to resolve complaints, solve member problems, and refund fees without supervisory approval. 

SUPERVISORY RESPONSIBILITIES

• NA

EDUCATION & EXPERIENCE

• Bachelor’s degree preferred
• Minimum of one year of experience providing exceptional customer service, interacting with people, and displaying excellent service skills.

KNOWLEDGE, SKILLS & ABILITIES

• Knowledge of and the ability to utilize processes, tools, and techniques for addressing, detecting, and preventing fraudulent situations.
• Proficient with a variety of computer software applications, including MS Word and MS Outlook, and ability to learn in-house application software.
• Must have a service orientation - actively looking for ways to help people solve problems or meet financial objectives.
• Excellent analytical and organizational skills with the ability to work accurately with close attention to detail
• Superior written and verbal communication skills with an outgoing, friendly personality.  Information can be exchanged in person, in writing, by telephone or e-mail with a wide variety of persons, both internally and externally.
• Possess the ability to work well with people and to create a self-motivating work environment.  Developing constructive and cooperative working relationships with others and maintaining them over time.
• Must accept empowerment to be accountable; must be willing to be coached and be moldable and teachable.
• Demonstrate strong organization skills, high level of accuracy, and the ability to multi-task in a fast-paced environment while able to give attention to details.
• Possess the ability to perform active listening skills: give full attention during communication, taking time to understand, asking questions for clarification.
• Demonstrate complex problem-solving skills - identify complex problems and review related information to develop and evaluate options and implement solutions.  Requires creativity, resourcefulness, strong decision-making and quick-thinking skills and abilities.
• Must maintain confidentiality and safeguard all member information.
• Proven independent management skills in a dynamic environment with frequently changing priorities
• Maintains an in-depth knowledge of all credit union’s products and services
• Professional presence, a positive and enthusiastic demeanor, and the ability to build relationships at all levels
• Excellent listener and communicator
• Exceptional Emotional Intelligence
• Ability to solve problems and collaboratively deal with a variety of complex relationship issues inherent in a service environment
• Maintain knowledge of and comply with all BSA-related regulations and internal policies and procedures.

PHYSICAL DEMANDS

• Sedentary work primarily involves sitting/standing and using a computer for prolonged periods.
• Light work that includes moving objects up to 20 pounds.
• Work requires the ability to speak and hear consistently.
• Communicate to exchange information via voice, email, teams, etc.
• Moving about to accomplish tasks or moving from one worksite to another.
• Repeating motions that may include the wrists, hands, and/or fingers.

ADDITIONAL INFORMATION

• The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.
• Sharonview complies with federal and state disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact Human Resources @ 800.462.4421 or via email at humanresources@sharonview.org