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Tasks
1. Monitors lobby for security. (STAR S30)
2. Performs member transactions (deposits, withdrawals, loan payments, cash checks, money orders, traveler’s checks, accept bulk coins, provide account information, provide cash advances). (STAR S100, S110, S200, S800)
3. Provides high quality of member service. (STAR S20, S1020)
4. Cross-sells services. (STAR S120, S1303)
5. Balances the checks, cash drawers, and sales items. (STAR S30, S110)
6. Handles fraudulent activity. (STAR S30, S900, S910, S1320)
7. Takes appropriate action in the event of a robbery or other emergency. (STAR S30, S900, S910, S1320)
8. Handles and counts cash. (STAR S100)
Knowledge of…
• Action to take in the event of a weather emergency, power outage, bomb threat, or fire
• Applicable regulations (RegTraC Modules 1 & 2)
• Balancing procedures
• Check fraud procedures (Frontline Boot Camp Part 1)
• Credit union procedures for each transaction
• Credit union products and services
• Credit union security policies
• Credit union’s cash handling procedures
• How to alert supervisor about suspicious activity
• Laws and liability (RegTraC Modules 1 & 2)
• Local robberies and scams (Frontline Boot Camp Part 1)
• Member identification techniques (Frontline Boot Camp Part 2 )
• Normal lobby traffic and suspicious activity (Frontline Boot Camp Part 1 & 2 )
• Robbery response techniques
Skills in…
• Analyzing information
• Anticipating cash flow needs
• Building rapport
• Bundling appropriate products and services
• Calling members to the teller window promptly
• Communicating verbally
• Detecting counterfeit currency
• Detecting fraudulent checks
• Detecting suspicious activity
• Focusing on details
• Gaining member’s commitment
• Handling cash
• Handling checks
• Listening
• Matching needs with products/services
• Observing
• Operating 10-key calculator
• Organizing
• Overcoming member objections
• Paying attention to detail
• Performing math calculations
• Recalling transactions
• Recognizing different currencies
• Setting priorities
• Showing a positive outlook
• Showing calmness under pressure
• Showing empathy
• Showing helpfulness and caring
• Solving problems
• Staying focused
• Understanding and meeting member needs
• Using the computer
• Using the telephone
Behavior
• Accuracy
• Assertiveness
• Confidence
• Creativity
• Enthusiasm
• Flexibility
• Friendliness
• Honesty
• Patience
• Persistence
• Persuasiveness without being pushy
• Politeness
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