Lead Teller-Member Service Representative

POSITION OVERVIEW:

The Lead Teller/Member Services Representative (MSR) serves as a key resource for the branch by delivering high-quality, personalized service to members while providing day-to-day leadership and support to the teller/MSR team. This role performs routine financial transactions and member services while assisting with training, workflow, cash operations, and adherence to Credit Union policies and procedures. The Lead Teller/MSR is expected to lead by example and demonstrate professionalism, accuracy, integrity, and a commitment to improving the financial lives of members.

RESPONSIBILITIES:

Teller Functions:

· Process a variety of financial transactions including, but not limited to: deposits, withdrawals, transfers, loan and credit card payments, cash advances, money orders, and cashier’s checks.

· Balance cash drawer daily and ensure cash handling procedures are followed consistently.

· Identify and report discrepancies, suspected fraud, or security concerns.

· Maintain confidentiality of member information and transactional data.

· Cross-sell Credit Union products and services at the teller line.

Member Services Functions:

· Open new accounts, including checking, savings, certificates, IRAs, and club accounts.

· Assist members with account maintenance, including address changes, name changes, and account titling.

· Order debit cards, process wire transfers, and enroll members in digital banking.

· Educate members on available services and promote usage, including mobile banking and e-statements.

· Assist with fraud reporting, disputes, and account security concerns.

· Make outbound calls to follow up with members or promote new offerings.

· Respond promptly and professionally to member inquiries in person, by phone, or email.

Lead Teller Functions:

· Provide daily guidance and support to Tellers and MSRs and serve as a resource for questions and complex member situations.

· Assist with training and onboarding of new employees and provide ongoing coaching and support.

· Monitor teller workflow and assist with maintaining appropriate coverage and efficient member service.

· Ensure cash handling, balancing, dual control, security, and operational procedures are followed consistently.

· Assist with resolving teller differences and operational issues and communicate concerns to the Branch Manager.

· Assist with opening and closing procedures, vault operations, ATM balancing, and other daily branch functions.

· Promote teamwork, accountability, and a positive member service environment.

· Support branch goals and assist the Branch Manager with daily branch operations as needed.

Compliance and Operations:

· Ensure compliance with federal regulations, including BSA, OFAC, and Reg CC, as well as Credit Union policies and procedures.

· Maintain accurate records of financial transactions, documentation, and correspondence.

· Participate in internal audits, operational checklists, and required training.

· Monitor and protect sensitive member data and secure workstations and cash drawers.

· Report policy violations, security concerns, or operational issues to the Branch Manager.

QUALIFICATIONS:

· High school diploma or equivalent required.

· Minimum of two years teller or member service experience required; leadership experience preferred.

· Strong interpersonal and communication skills.

· Team-oriented with the ability to provide guidance and support to co-workers.

· Excellent attention to detail and accuracy.

· Ability to work in a fast-paced environment and prioritize multiple responsibilities.

· Strong cash handling and balancing skills.

· Proficiency in Microsoft Office and digital systems; ability to learn new software.

· Ability to maintain confidentiality and handle sensitive member information appropriately.