Cash Service Representative Supervisor

Job Type: Full-time

Location: CR 6 & CR 17

Schedule: Monday through Friday, with Saturdays as needed

Employees may occasionally be scheduled before opening or after closing to assist with department operations.

Job Description

Teller Services LLC is seeking a service-focused, experienced, and team-oriented Cash Service Representative Supervisor to support teller operations at INOVA Federal Credit Union's CR 6 and CR 17 locations.

The Cash Service Representative Supervisor is responsible for providing quality service to members while overseeing the daily operation of the cash service area. This position plays an important role in ensuring transactions are processed accurately, members receive knowledgeable and efficient service, and cash handling, security, and operational procedures are followed consistently.

In addition to supporting daily teller operations, this position provides coaching, training, and accountability for Cash Service Representatives. The supervisor works closely with team members to develop their skills, improve performance, achieve referral and service goals, and create a positive member experience.

The ideal candidate is someone who is comfortable leading others, has strong attention to detail, understands cash-handling procedures, and can balance operational responsibilities with exceptional member service.

Important Employment Information

This position is employed by Teller Services LLC and supports teller operations at INOVA Federal Credit Union locations. While you will work closely with INOVA employees and serve INOVA members, your employment, compensation, and benefits are provided through Teller Services LLC.

Teller Services LLC employees are not eligible for INOVA Federal Credit Union's employee benefit programs, including INOVA's 401(k) plan. Please see the Benefits section below for the benefits available through Teller Services LLC.

About Us

Teller Services LLC supports teller and cash service operations for INOVA Federal Credit Union, helping provide members with consistent, professional, and efficient service at participating branch locations.

Teller Services team members play an important role in the member experience by supporting the day-to-day teller and cash service operations of INOVA Federal Credit Union.

If you're looking for an opportunity to build your financial services career while developing your leadership, member service, coaching, and operational skills, we'd love to meet you.

Essential Duties & Responsibilities

Cash Handling & Balancing

• Balance cash drawers according to established Teller Guidelines and Cash Handling Procedures.
• Assist Cash Service Representatives with balancing and cash-handling questions.
• Monitor and maintain the safety and security of the branch, including ensuring the vault is properly secured.
• Assist with cash drawer, vault, and ATM audits.
• Verify all cash purchased from or sold to the vault.
• Follow established procedures for verifying cash being provided to members and cash received from members.
• Follow established drawer limit and cash-handling procedures.
• Maintain a high level of accuracy and accountability when handling member and credit union funds.

Coaching & Team Development

• Monitor employee performance and provide coaching to support individual and team success.
• Recognize employee strengths and provide constructive coaching in areas for development.
• Assign and monitor monthly referral goals.
• Hold staff accountable for established referral and productivity goals.
• Coach team members on identifying member needs and appropriately recommending products and services.
• Sit with Cash Service Representatives to observe interactions and identify opportunities for coaching and development.
• Use role-playing and transactional coaching to develop employee skills.
• Lead by example in member service, product knowledge, and sales behaviors.
• Consistently coach team members on credit union products and services.
• Assist with training and development of new hires and other team members as needed.
• Provide developmental feedback in a respectful and supportive manner.

Member Service

• Ensure members receive prompt, courteous, knowledgeable, and efficient service.
• Ensure phone calls are answered when team members are not assisting members in person.
• Maintain established service standards with members.
• Encourage team members to uncover member needs and identify appropriate solutions.
• Follow Teller Services standards when serving members.
• Maintain confidentiality of member and credit union information.

Referral & Relationship Development

• Meet or exceed personal and team monthly referral goals based on established production goals.
• Support team achievement of established INOVA referral goals.
• Coach employees on identifying opportunities to connect members with appropriate products and services.
• Help team members understand that identifying needs and recommending solutions is an important part of quality member service.

Phone & Branch Operations

• Ensure appropriate staff are logged into the phone system when not assisting members.
• Ensure the branch is secure prior to opening.
• Ensure the branch is secure at closing.
• Monitor, supervise, coach, and train personnel.
• Complete documentation related to applicable state and federal regulations.
• Maintain and order cash and other supplies for the branch.
• Perform opening and closing duties, including night deposit responsibilities.
• Scan checks.
• Process Savings Bonds redemptions and new orders.
• Process foreign items.
• Complete required month-end, shared-branching, and productivity reports.
• Ensure team members follow established policies and procedures.
• Schedule appropriate staffing at both locations.
• Complete advancement and disciplinary documentation in a timely manner and according to policy.
• Perform other duties and responsibilities as assigned.

Desired Skills & Experience

The ideal candidate is someone who enjoys helping others, takes pride in accuracy, and can confidently support and develop a team. We're looking for someone who can balance operational responsibilities with exceptional member service while creating an environment where employees can learn and succeed.

We're looking for someone who has:

• High school diploma or equivalent required.
• 1-2 years of cash service experience preferred.
• Previous experience in banking, financial services, teller operations, or a similar environment preferred.
• Strong cash-handling and balancing skills.
• Strong attention to detail and commitment to accuracy.
• Excellent customer service and relationship-building skills.
• Ability to communicate clearly, professionally, and respectfully with members and team members.
• Strong coaching and leadership skills.
• Ability to provide constructive feedback and support employee development.
• Ability to hold team members accountable while maintaining a positive and supportive environment.
• Ability to identify member needs and appropriately recommend products and services.
• Strong organizational and time management skills.
• Ability to use sound judgment when making decisions.
• Ability to maintain confidentiality and follow established policies and procedures.
• Ability to work collaboratively across teams and departments.
• Ability to adapt to changing business needs and priorities.
• Ability to identify problems, determine root causes, and work toward practical solutions.

Position Details

This is a full-time position employed by Teller Services LLC, supporting teller operations at INOVA Federal Credit Union's CR 6 and CR 17 locations.

The Cash Service Representative Supervisor is responsible for both the operational and people-leadership aspects of Teller Services. This includes cash handling, branch security, member service, staff scheduling, coaching, training, referrals, reporting, and ensuring established policies and procedures are followed.

This role is designed for someone who can lead by example while developing others. The successful candidate will actively coach team members, encourage continuous learning, identify opportunities for improvement, and help connect individual team responsibilities to quality member service and the goals of the organization.

What You'll Bring to Teller Services

In this role, you'll have the opportunity to make an impact by developing employees, supporting members, strengthening branch operations, and contributing to a positive team culture.

We're looking for someone who:

• Acts honestly and ethically.
• Builds trust and contributes positively to the team and community.
• Promotes collaboration and encourages team members to share ideas and concerns.
• Looks for solutions to business and operational challenges.
• Provides developmental feedback in a respectful and caring way.
• Promotes continuous learning for themselves and others.
• Communicates clearly and openly with different audiences.
• Actively listens and understands the impact of communication.
• Uses sound judgment when making decisions.
• Takes ownership of outcomes and works to remove roadblocks.
• Embraces continuous improvement and positive change.
• Uses logical thinking and relevant information to solve problems.
• Builds support for solutions and recommendations across departments.

Benefits & Growth Opportunities

As an employee of Teller Services LLC, eligible employees have access to benefits and opportunities designed to support their career and well-being, including:

• Competitive pay
• Medical insurance
• Dental insurance
• Vision insurance
• Paid holidays
• Growth and career advancement opportunities
• Opportunities to develop leadership, financial services, and member service skills

Please note: Teller Services LLC employees are not eligible for INOVA Federal Credit Union's employee benefit programs, including INOVA's 401(k) plan.

Work Authorization & Equal Opportunity Employer

Applicants must be legally authorized to work in the United States.

Teller Services LLC is an Equal Opportunity Employer and is committed to creating an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other protected characteristic under applicable federal, state, or local law.

As part of supporting INOVA Federal Credit Union's branch operations, employees are expected to maintain eligibility for membership with the credit union, including opening and maintaining the required membership savings account.