Lead Teller - Gastonia at Truliant Federal Credit Union

Truliant’s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.

Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.

Purpose of the Job

The Lead Teller is responsible for overseeing day-to-day teller operations to assure consistency with established goals, service standards, policies, team development, and teller coaching. The Lead Teller must have working knowledge of all Credit Union deposit and loan products as well as all policies and procedures. The Lead Teller must act as a positive role model for all employees in adherence to the organization’s mission of meeting the financial needs of the Credit Union’s member-owners. The Lead Teller must provide leadership and supervision of the team when the Manager is not available.

Essential Functions and Responsibilities

• Helps Teller team implement the center’s growth plan.
• Ensures that Teller team engages in meaningful financial conversations with members and records these interactions.
• Ensures consistent adherence to Credit Union member service standards throughout every member-owner interaction, including basic problem resolution.
• Provides support to member service operations including new member enrollment.
• Researches and resolves members’ account issues and maintains integrity, discretion and confidentiality when handling difficult situations concerning member accounts.
• Monitors all teller transactions to ensure that they are performed with accuracy and minimal errors.
• Assists Management to ensure that all Branch cash audits are carried out in an efficient, timely, consistent and accurate fashion.
• Assists Branch Manager to ensure that staff members appropriately control and minimize loan and fraud losses.  Verifies that all Teller’s are meeting Credit Union Balancing Standards.
• Ensures that team members adhere to all Credit Union and security policies and procedures, and communicates operational procedure changes.
• Schedules Teller operations to assure that sufficient staff coverage is available during service hours. Assigns projects to team members and confirms that tasks are completed.
• Monitors VISA Gift and Travel card Inventory, ensuring compliance with the guidelines for storage and distribution.
• Balances vault cash daily and reconciles errors if needed. Keeps Branch below maximum cash limits and ensures maximum cash drawer limits are not exceeded.
• Balances and audits ATM, Cash Dispensing Machine(s) and Transaction Currency Recycler(s) according to Credit Union policy and ensures the daily processing and management of the Night Depository.
• Mentors new Teller’s and assists in team members’ professional development. Evaluates progress of training and makes recommendations to Management.  Trains the Teller team on new policies/procedures and changes to existing policies/procedures to ensure comprehension.
• Provides feedback to management in order to assist with hiring and performance appraisals of Teller team and assist Management with writing 90 day reviews and annual staff reviews for the Teller team.
• Recognizes positive behavior, achievements, and results exhibited by employees in a fair, consistent and professional manner.
• Manages the inventory of Official Check stock, Express Loan Checks and Starter Check stock.

Other Duties and Responsibilities

• Assists with other tasks and projects as assigned.

Knowledge, Skills, and Abilities

• Must have sound understanding of standard concepts, practices, procedures, regulations and compliance requirements within the financial services environment
• Must have excellent verbal and written English communication skills
• Strong interpersonal skills required
• Previous sales experience preferred
• Must have good arithmetic skills
• Must have basic personal computer skills
• Must have ability to understand all business processes within the credit union
• Must be detail oriented and well organized
• Must be able to work in a general office environment
• Must be flexible and able to shift resources and priorities as required
• Must be able to complete all assignments with minimal supervision
• Must be able to resolve member’s complaints and coach others
• Must have ability to work well under pressure in a goal oriented environment
• Should possess a strong commitment to providing excellent service to Truliant’s members

Physical Requirements

• Must be able to stand for moderate periods of time.
• Frequent walking, bending, and stooping required.
• Must be able to sit at a desk for moderate periods of time and use a computer.
• Must be able to do moderate lifting, such as moving or occasionally lifting up to 20 pounds.

Education and Background

• High School Diploma or equivalent required
• Associates Degree or greater preferred
• A minimum of 2+ years related experience in the retail industry, with financial services preferred
• Supervision experience preferred

If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant! 

As a member of the Truliant family, you will enjoy the following full time benefits:

• No-cost employee Medical, dental, vision coverage
• Prescription benefits (including mail order)
• Paid holidays and Paid Time Off (PTO)
• 401(k) plan with contribution matching  
• Paid community involvement volunteers hours
• Paid group life Insurance
• Teammate loan discounts
• Tuition reimbursement
• Short and long-term disability
• Health & Wellness program
• Teledoc (physician video conferencing)
• Onsite fitness facilities or health club reimbursement
• Employee Assistance Program (EAP)
• Medical flexible spending account
• Dependent care flexible spending account