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Tasks
1. Schedules the tellers. (STAR S1020)
2. Monitors teller activities.
3. Provides teller back-up. (STAR S110)
4. Hires/trains/coaches new tellers. (STAR 1302) (MERIT M03M)
5. Ensures tellers provide excellent quality of member service. (STAR S20) (MERIT M04M)
6. Promotes good morale and teamwork within the department and with other departments. (MERIT M07M & M08M)
7. Conducts performance reviews. (STAR 1302) (MERIT M06M)
8. Disciplines tellers. (STAR 1302) (MERIT M14M, M06M)
9. Suspends/fires tellers. (STAR 1302) (MERIT M06M)
10. Handles non routine and difficult member questions, as well as member complaints. (STAR S20, S1100, S1303)
11. Handles deceased member accounts. (STAR S110, S800)
12. Helps tellers balance drawers.
13. Opens and closes the credit union. (STAR S30, S1320)
Knowledge of…
• Applicable regulations (RegTraC Modules 1 & 2)
• Procedures for balancing
• Credit union policies relating to discipline (MERIT M06M)
• Union procedures if credit union is represented
• Credit union products and services
• Credit union security procedures (MERIT M24M)
• Employee job responsibilities
• Equipment
• Laws relating to deceased members (Frontline Boot Camp Part 2)
• Opening and closing procedures
• Reversal/correction commands
• Credit union hours and teller shifts
• Credit union peak times
• Credit union’s chain of command
• Credit union’s employment needs
• Credit union’s procedures for handling deceased member accounts
• Data processing system
• The required forms
Skills in…
• Anticipating teller needs
• Asking open-ended questions
• Assessing a person’s strengths and weaknesses
• Assessing needs
• Collaborating
• Communicating in writing
• Communicating verbally
• Compromising
• Documenting
• Explaining tasks/transactions
• Facilitating
• Following through
• Giving feedback
• Handling tellers equitably
• Helping employees establish work-oriented goals for development
• Helping employees identify areas of strengths and weaknesses
• Leading
• Listening
• Locating information
• Motivating employees
• Organizing
• Paying attention to detail
• Performing instructional design
• Performing math
• Presenting
• Reaching out and making others feel at ease
• Researching
• Setting priorities
• Showing a positive outlook
• Showing calmness under pressure
• Showing empathy
• Solving problems
• Staying focused on the task
• Taking corrective action
Behavior
• Accuracy
• Awareness
• Courteousness
• Dedication to members
• Firmness
• Flexibility
• Friendliness
• Helpfulness
• Open-mindedness
• Friendliness
• Patience
• Persistence
• Professionalism
• Promptness
• Resilience
• Tactfulness
• Thoroughness
• Trustworthiness
• Understanding
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