Head Bank Teller - Bellwether Community Credit Union

Head Bank Teller

Bellwether Community Credit Union (BCCU)

Manchester, NH

Full-time Non-Exempt

Pay - $24-$26 per hour + incentives based on sales

Overview

Bellwether Community Credit Union (BCCU) is seeking a dependable, energetic, and results driven representative to assist members as a Head Bank Teller. For over 100 years, we've made New Hampshire our home and have provided thoughtful guidance and customized solutions to help our members with their unique financing needs.

The Job

The Head Teller is a branch leadership role specializing in branch operations and coaching of the Member Service Representatives (MSRs). They are responsible for overall member satisfaction by ensuring operational integrity and compliance for the branch, including member service at the teller pod, in a sales office, and through various branch operational functions. They will accomplish the tasks and responsibilities associated with being a key holder for the main office.

Essential Duties and Responsibilities

• Responsible for the accurate balancing, auditing, ordering, shipping, and maintenance of branch cash to include individual drawers, vaults, related devices, and negotiable instruments.
• Coaches, mentors, and trains MSR staff on transactions and security, including but not limited to transaction accuracy, sound cash handling practices, conducting discussions with members to mitigate fraud, and creating member acceptance and understanding of policies and procedures.
• Provides override and transaction support, answers inquiries, and resolves simple to complex concerns on member accounts.
• Demonstrates strong decision-making skills and uses sound judgement to determine fraud loss risk in decisioning transactions with negotiable instruments, large withdrawals/deposits, check holds, and overrides.
• Engages in sensitive and sometimes confrontational conversations to prevent/uncover fraud/risk.
• Strong organizational skills to enforce operational controls including legal & regulatory procedures to ensure the safety and security of member and credit union assets.
• Provides transaction and security training to all new Retail employees during their orientation/probationary period, in partnership with the Member Service Manager.
• Responsible for organizing, scheduling, and managing the cash for all BCCUs Offsite ATMs, in partnership with the Member Service Manager.
• Sets an example of excellence in member service at our main office, managing difficult situations and deescalating member situations when needed.
• Responsible for opening/closing the main office, as a key holder, while observing and enforcing security practices which protect the branch and deter risky activities.
• Engages in sales and service activities to initiate, develop, and retain relationships with our members through advising members on the best products and service solutions to meet their financial goals.
• Prepares and closes various consumer loan products to include Visas, LOCs, and Consumer Loans, while educating members on loan protection products such as GAP, MRC, and Debt Protection.
• Performs other duties and tasks as required, in conjunction with or in the absence of the Member Service Manager.
• Understand and comply with all BSA Regulations.

Qualifications

• Minimum of 3 years of operational experience within a financial related organization to include knowledge of bank products, services, and regulations

• Skilled in understanding and managing retail branch operations including policy, procedures, compliance, and security

• Strong verbal communication skills to ensure co-workers and members understanding
• Strong security skills to uncover risk and mitigate fraud
• Exhibit positive attitude and professionalism, displaying role-model behavior
• Organized with the ability to multi-task, handling multiple priorities simultaneously
• Ability to coach and mentor MSRs
• Ability to make sound decisions and exceptions to policy when warranted
• Ability to manage multiple priorities and handle stressful situations
• Ability to resolve member issues in a timely manner