PURPOSE OF POSITION: To satisfy the needs of our members by providing quick and accurate service in a professionally friendly manner. This includes posting transactions, answering inquiries and referring members to appropriate personnel for more advanced issues. This employee is expected to maintain a professional comportment at all times and comply with all Credit Union polices and procedures, including Standards of Conduct and Confidentiality. Part-time employees are expected to maintain flexibility with their schedules.
Greets all lobby traffic.
Performs basic teller functions such as processing deposits, withdrawals, transfers and loan payments; cashes checks; activates and changes PINs for ATM and debit cards; issues cashiers checks, credit union checks and traveler’s checks; processes mail, Night Deposit and Quick Drop deposits; generates statements; accepts stop payment requests.
Answers basic product-related questions; refers members with questions regarding loans, IRAs and new accounts to appropriate employee(s).
Adhere to service standards as set forth in Mystery Shopper program (acknowledge members and use their names, maintain eye contact, probe for needs, ask for the business, etc.)
Adheres to all teller and check cashing procedures and deposit limits as outlined in the Authority Limits for this position.
Balances currency, coin, and checks at end of shift to totals generated by system.
Maintains familiarity and complies with all applicable branch policies and procedures such as accepting negotiable items, scanning checks, buying and selling cash from and to CDMs/TCRs or other Branch Reps/Vault Teller, opening/closing procedures.
Maintains familiarity and complies with all regulations specific to branches (Bank Secrecy Act, Reg cc, Reg E, Patriot Act).
Position is expected to work in alignment with the Core Values of VCCU.
1. Create fun
2. Exceed expectations
3. Be adventurous, creative & open-minded
4. Never stop learning
5. Be passionate, but compassionate
6. Be genuine
7. Build a positive team & family spirit
8. Do more with less
9. Embrace CommUNITY
10. Live the life
Serves member in alignment with VCCU’s Core Service Standards.
Excellent Member Service is VCCU’s #1 Priority.
Excellent Member Service is prompt, accurate and friendly.
Ensure member satisfaction through teamwork.
All internal and external members are always to be treated with respect.
Always use the member's name.
Phone Standards: SMILE, GREET, INTRODUCE, INQUIRE
Always thank the member for the opportunity to serve them.
Respond promptly and appropriately to all correspondence.
Maintain a professional image in self and assigned work area.
Ask for the business.
Maintain thorough product knowledge for all credit union products and services as assessed by passing annual product knowledge certification assessment.
Determine needs for and cross sells Credit Union services and products; achieve sales goals as assigned
Actively participate in sales training classes, meetings and activities.
May perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES: This job has no supervisory responsibilities.
QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Employees are required to complete any job related coursework assigned; including online coursework, in-person training, and offsite training as required by their manager and the training department.
EDUCATION and/or EXPERIENCE: High school diploma or general education degree (GED); or six months related experience and/or training; or equivalent combination of education and experience.