Transaction Services Supervisor

4 days ago

Greensboro, United States Latino Credit Union Full time

The TSS oversees daily Teller activities and operations to ensure accuracy and efficiency in service to members. Handles teller balancing at the end of each business day and provides training and coordination to Tellers. Additionally, the TSS is adept at answering questions, solving problems, helping with complex transactions and sensitive member service problems, and explaining policies and procedures to tellers and members.

Essential Functions:

Member Service: Provides a positive member experience through quality service in performing transactional duties, problem resolution, and offering solutions based on member needs.

  • Greets and welcomes members in a courteous and professional manner, providing prompt, accurate, and efficient service, including accurately keying all transactions.
  • Acts as a main point of contact for members to solve complex account problems, check reconciliations, or errors in transactions.
  • Learns and applies LCCU service model concepts consistently in interactions with members.
  • Promptly responds to member complaints or criticisms with the intent to reconcile all problems.
  • Maintains comprehensive knowledge and educates members on all credit union products and services.
  • Identifies needs, recommends solutions, and offers appropriate LCCU products.
  • Promotes, explains, and sells other credit union services such as consumer and mortgage loans, IRAs, certificates, debit and credit cards, Online Access, cashier's checks and others.
  • Plays an active role and is an example in encouraging tellers to refer/promote members to other credit union products and services.
Supervision: Oversees teller staff work, provides training, and approves exceptions to fees and/or policies.
  • Supervises and trains Teller staff to ensure quality member service and accuracy in transactions, including the backup TSS.
  • Assists in evaluating job performance of tellers and works with branch manager to continue improving performance and efficiency in the teller area.
  • Applies and evaluates policies and procedures for the teller area. Ensures that staff comply with policies and procedures and understand changes in requirements.
  • Coordinates and completes end of day activities, counting, and balancing own drawer and other tellers.
  • Collaborates with other branch operations areas (e.g., member service & lending) to ensure a seamless member experience.
  • Demonstrates leadership in area of expertise and with teller staff.
  • Approves member exceptions and authorizes service fee refunds to members when necessary.
  • Approves withdrawal of funds for members with less than the required identification.
  • Recommends improvements of procedures for the teller area and operations.
Teller Area Administration: Oversees vault transactions, drawer counting and end-of-day closing procedures.
  • Fills teller cash orders, maintains vault security, and balances vault, ensuring dual control of all processes.
  • Keeps daily and monthly records of vault control, returned checks, forgeries, and coin sorter reports.
  • Coordinates and supervises all the collection efforts for cash items, forgeries, and card issues. Ensures staff are properly executing collection procedures.
  • Reports applicable charge offs and recoveries to the branch manager.
  • Acts as vault custodian, controlling incoming and outgoing funds.
  • Prepares cash orders, verifies cash delivery, and verifies shipments to ensure an accurate supply of daily cash.
  • Maintains knowledge of State and Federal regulations applicable to transactions performed in the teller area.
  • Maintains thorough knowledge of policies, procedures and trends in the credit union industry, with particular attention to the Bank Secrecy Act, Patriot Act, and robbery procedures.
  • Answers phone, files paperwork, scans documents into Image System, and performs other clerical duties.
  • Maintains an excellent Balancing Record.
  • Moves to and changes branches within the region as required.
  • Participates in community events.
  • Completes assigned training and performs other duties as assigned.
JOB DUTIES AND RESPONSIBILITIES UNDER BANK SECRECY ACT
  • Complete required CTR procedures and reporting on all cash transactions over $10,000.
  • Recognize and report suspicious practices as required.
  • Report all structured member transactions and Suspicious Activity Report (SAR) as required.
  • Successfully complete required annual compliance training courses (BSA/Identity Theft).
Requirements
  • Associate's degree or equivalent from two-year college/technical school; 3-4 years' related experience.
  • Excellent verbal and written communication skills in English and Spanish.
  • Demonstrated strong interpersonal skills and an aptitude for developing member confidence, respect, and trust in the credit union.
  • Proficiency with Microsoft Office.
  • Proven team player with ability to manage multiple tasks in a fast-paced environment.
  • Proven ability to creatively and proactively solve problems.
  • Organized with keen attention to detail.
  • Ability to learn quickly and work efficiently.
  • Ability to stand for extended periods of time and lift up to 35 pounds in coin or currency.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

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