Teller Specialist

Job Title: Teller Specialist

Report To: Contact Center Manager/Operations Manager/ VP – Chief Operations Officer/EVP/President-CEO

Classification Code: Non-Exempt

General Purpose

The primary role of the Teller Specialist is to engage members via the Personal Teller Kiosk. This includes, but is not limited to: handling requests for balance information, transfers, loan payments, withdrawals, account research, product information, and customer service on deposit and loan accounts. The Teller Specialist is seeking out opportunities to expand our member’s relationship with the Credit Union. They provide service and support for members handling requests that are sometimes routine in nature and others that require extensive research and use of problem solving skills to identify and resolve issues. They must excel in a fast-paced environment with exceptional time management skills balancing member interaction via Personal Teller Kiosks located at multiple locations. A courteous, professional demeanor, ability to effectively communicate via email and video conference, and a high level of integrity are essential to this role. This position takes complete ownership of the members needs while meeting Kinetic’s performance standards.

Essential Duties/Responsibilities

1. Assumes responsibility for the efficient, effective, and accurate performance of teller functions to be processed using the Personal Teller Kiosk.

• Represents the Credit Union in a courteous and professional manner.
• Displays engaging on-screen presence, positive attitude and effective communication style through virtual video conferencing.
• Provides prompt, efficient, confidential and accurate service to members while processing their transactions.
• Confirms member identification and financial transactions meet credit union standards prior to performing member requests. Understands and performs Bank Secrecy Act (BSA) functions.
• Receives member deposits and loan payments.
• Disburses withdrawals.
• Processes account transfers and balance inquiries.
• Verifies transactions. Detects and resolves discrepancies promptly.
• Learns and maintains technological skills for the operation of the Personal Teller Machine (PTM).
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.

1. Assumes responsibility for the effective and professional performance of member service functions.

• Presents and explains Credit Union services and products to members and assists in meeting their financial needs. Utilizes professional consultative selling skills to identify member needs and makes appropriate recommendations. Actively offers loan products and business partner services, making referrals and introductions to other departments. Performs as a leader in sales referrals, product knowledge and solutions.
• Answers questions and solves problems for members by listening to problems, collecting data, securing answers, and reporting results to the inquiring party. Seeks assistance from leadership when appropriate.
• Performs file maintenance and account changes as needed.
• Keeps members informed of Credit Union services and policies, including types of available accounts, interest and dividend rates, payroll deduction options, and other related services.
• Maintains and projects the Credit Union's professional reputation. Maintains privacy of member account information.

1. Resets passwords, challenge questions, and PINs for members according to department procedures.
2. Restricts electronic account access as deemed necessary to prevent potential financial losses to the Credit Union or to the member.
3. Responds to member service inquires and process requests that are initiated through www.kineticcu.com website.
4. Sends and receives email, fax and paperwork to and from existing and potential new members for account-related activities.
5. Develops relationships with members that use the Personal Teller Kiosks and make product and service recommendations that fit into their lifestyle.
6. Takes complete ownership of every interaction whether it requires a call back, extended research, or assistance from other departments.
7. Resolves member issues or complaints by demonstrating complete knowledge of credit union processes and procedures while being empowered to make decisions that are in the best interest of the member and/or the credit union.
8. On a self-directed basis, continues to improve in individual level of competency through training and development on established educational programs.
9. Seeks ways to streamline work processes and continuously improve the Credit Union.
10. Attend annual training on BSA/AML to remain current on any changes to these policies and procedures and remain compliant.
11. Notifies Teller Center leadership when completion of SAR (Suspicious Activity Report) is needed, when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance to BSA/AML regulations, and turns over to appropriate parties in a timely manner.
12. Understands and adheres to all Bank Secrecy Act/Anti-Money Laundering policies and procedures set in place to ensure compliance.
13. Participates in the Community Involvement goals of the credit union.
14. Responsible for completing Information Security Awareness training as directed by management.
15. Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements.

Additional Duties/Responsibilities

1. Projects a professional image consistent with that of the credit union at all times when representing the credit union.
2. Exceptional customer service skills, including tact and diplomacy, plus a desire to accommodate the needs of others. Exhibits an inherent ease with others.
3. Ability and willingness to respond to member prompts and offer financial products and services to meet member needs. Ability to influence others when offering products and services, striking a balance between not giving up too easily and not being too persistent.
4. Professional and courteous verbal and written communication skills. Ability to remain calm when helping difficult and/or irate members.
5. Excellent organizational skills to manage multiple priorities and meet deadlines for work completion. Proficient data entry and math skills.
6. Comfortable being evaluated against performance standards.
7. Willingness to take initiative to achieve team goals and model a good work ethic for others.
8. Working knowledge of standard business computer software. Ability to acquire working knowledge of the Credit Union’s operating system.
9. Ability to effectively sell credit union products and services to members, using consultative selling skills to define and recommend enhancements to the member’s financial services.
10. Ability to attain mastery certification in remote delivery channels and to discuss these channels with members.
11. Ability to use good reasoning and judgment is required to determine the necessity of placing/releasing holds, accepting negotiable items, etc. Ability to maintain confidentiality.
12. Ability to maintain high standards in areas of security, accuracy, thoroughness, completeness and neatness of documentation, system input, and correspondence.
13. Meets annual product knowledge certification, regulation training and other training requirements.
14. Flexibility to deal with unexpected events, attend meetings and events that may occur outside of regularly scheduled work hours. Work schedule may vary to provide sufficient service levels.
15. Ability to handle work pace ebb and flow productively.
16. Ability to acquire working knowledge of federal and state financial institution regulations.

This position requires a high school diploma or the equivalent and a commensurate level of language, math and reasoning skills. In addition, two years of experience in sales or retail sales experience in a goal-driven environment with proven results. Formal training should be supplemented with continuing education.

Supervisory Responsibilities

None

Work Environment/Physical Activities

Continuous speaking and hearing when interacting with members and staff. Frequent use of judgment, reasoning and patience and negotiation when resolving problems. Frequent use of initiative and problem solving skills. Continuous concentration and precision to ensure accuracy of work. Frequent performance of basic and complex numerical calculations, as well as writing, reading, comparing and analyzing. Continuous memory demands in recalling credit union policies, services, state and federal regulations.

Frequent standing/walking as well as continuous sitting for long periods of time and must be able to lift and move at least 25 pounds. Frequent use of hands in repetitive tasks requiring dexterity to perform duties such as typing, data entry, writing, use of calculator. Frequent twisting, turning, bending, kneeling and squatting to reach supplies and equipment.

Normal workday with occasional overtime. Occasional travel to credit union events and for job-specific purposes. Office hours dependent upon location. Work shifts, duties and work locations may be rotated to accommodate the needs of the organization.

Job requires access to credit union’s network and core data processing system. Core system roles are assigned by Chief Operations Officer.