Virtual Teller Team Lead

APGFCU - Your Community Credit Union! For over 80 years, APGFCU has shared our financial experience and provided valuable products and services to build stability and financial independence, one member at a time. We are looking for those who want to join this movement and become a part of a growing organization. We offer competitive pay and great benefits.

Summary: Under the direction of the virtual branch manager, this position is responsible for supervising virtual teller staff and coordinating daily workflow and queue management. This includes training new employees and assisting management to developing a strong member focus among staff through coaching conversations. This position provides members with services such as, but not limited to, cash and check withdrawals, cash and check deposits, transfers, loan and visa payments, transaction information and product/services recommendations. This also includes, assisting members via Interactive Teller Machines (ITMs) located at multiple branch locations. The role involves constantly seeking opportunities to expand members' relationships with the credit union through education on products and services to benefit the financial needs of APGFCU members. This position requires willingness to work flexible schedules to accommodate the hours and business needs of the Virtual Branch.

Leadership Duties

• Act as manager-on-duty and direct daily workflow and queue management.
• Assist management with applicable monthly branch audits.
• Monitory and verify monetary instrument log for completion.
• Reconcile fee and transaction entries and direct virtual branch settlement, including following business continuity procedures when needed.
• Approve checks for cashing and depositing within defined authority.
• Lead and navigate through technical and connectivity issues.
• Lead operations meetings, educating staff of regulatory changes and credit union procedure updates.
• Partner with management during monthly coaching sessions with all virtual tellers and document areas of performance.
• Validate teller referral results and assist with monthly review tool evaluations.
• Support management with teller referral program to including enforcing Teller Performance Standards and scheduling coaching observations.
• Provide summary of virtual teller's performance results to management for performance evaluations.
• Assist with testing new systems, products and services as needed.
• Aid in researching virtual teller work to recover differences and resolve complaints.
• Perform daily supervisory duties accurately with limited supervision.
• Onboard and train new virtual tellers.




• Work closely with new virtual tellers and verify that all basic teller processes and procedures are practiced and completed.
• Demonstrate a positive and professional image, strong team skills and support credit union policies and procedures.
• Coach and support virtual tellers on cross-selling products and services, and be available during the day to assist with situations where corrections or research is needed.
• Assist with virtual teller settlement and provide guidance during research and resolution of teller differences to prevent reoccurrences.

Daily Teller Duties

• Display engaging, on-screen presence, positive attitude and effective communication style through video conferencing.

• Professionally and courteously greet members and process a variety of member transactions accurately and efficiently in adherence to credit union policies and within cash and check authority limits, such as cashing checks, deposits and withdrawals, loan payments and transfers; verbally confirm intended transactions with member prior to completion.
• Enter member transactions into software applications and handle member transactions accurately and within defined limits of Teller Performance Standards to include:
  
  
  
  • Performance expectations,
  • Accuracy guidelines,
  • Check and transaction authority limits.
  
  
  
  
• Accurately perform transactions and balance daily activities including:
  
  
  
  • Verifying all work before disbursing to member and repeat transaction to member,
  • Reviewing transaction data to avoid posting inaccurate transactions,
  • Adhering to operational policies and procedures.
  
  
  
  

• Facilitate the ITM (Interactive Teller Machine) process for members by providing step-by-step guidance during member interaction, focusing on educating members on how the technology works to increase comfort and competency utilizing the machine.
• Promotes honest and open communication throughout the organization. Communicates questions or problems experienced to supervisor in a timely manner.
• Balance virtual teller drawer by verifying all transactions match daily balance reports.
• Works independently and uses effective problem-solving skills to complete and resolve member requests.
• Protect member sensitive information and identify potential elder abuse, fraudulent checks and other scams.
• Understand and applies operational policies and procedures that evolve as member behaviors change and the channel grows.
• Demonstrates behaviors consistent with the credit union's mission, vision and values.
• Perform account corrections, as necessary.

Sales Expectations

• Develop and maintain current knowledge of credit union products and services.

• Actively listens and leverages cross-sale prompts to identify product/service recommendations during member interaction to build rapport and increase member engagement.

• Meet performance expectations as outlined in our Teller Performance Standards.
• Conduct service and sales meeting for virtual tellers.
• Assist management in facilitating product knowledge presentations.

Other

• Perform other similar or related duties, as directed.
• Must have a flexible schedule and able to work Saturday hours; may include hours outside of conventional branch hours and during business continuity events.

ADDITIONAL: Responsible for completion of applicable training and compliance on federal regulations and APGFCU policies and procedures as related to the duties of this position (Bank Secrecy Act, Information Security as examples, if applicable).

QUALFICATIONS:

EDUCATION: Equivalent to High School education with additional specialized training equivalent to two years of college. Experience can be credited in lieu of education.

EXPERIENCE: Five or more years of teller experience required, sales experience a plus. Preferred two plus years of leadership or supervisor experience.

KNOWLEDGE, SKILLS, AND ABILITIES: Maintain thorough knowledge of financial institution procedures, basic principles of debits and credits, personal computer and software applications and business office equipment, commercial mathematics and data entry. Employee must be professional, dependable and flexible with excellent communication kills. Requires good interpersonal skills with members as well as fellow credit unionists. Maintain enthusiasm towards job functions and duties. Must have the ability to work as part of a team and be comfortable in a multi-tasked, fast-paced environment.

PHYSICAL DEMAND: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel objects, tools, or controls; and talk or hear. The employee frequently is required to reach with hands and arms. The employee is frequently required to sit, stoop, kneel, or crouch. The employee must frequently lift and/or move up to 25 pounds, and be capable of transporting related supplies and equipment. Specific vision abilities by this job include vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.

Compensation information: Offers are based on experience and education.

$27.72 - $34.65 hourly

APGFCU provides comprehensive benefits such as: medical and dental (shared expense), vision, 401(k), life and disability insurance, flexible spending account, employee assistance program, referral program, educational assistance, holidays, annual leave and sick leave.

APGFCU is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability to Protected Veteran status. Please use the attached link to view the EEO law poster http://www1.eeoc.gov/employers/poster.cfm

APGFCU is committed to working with and providing reasonable accommodations to persons of all abilities, including persons with disabilities. If you need a reasonable accommodation for any part of the employment process, please send to the Human Resources Department and let us know the nature of your request and your contact information. Reasonable accommodations are considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodations will be responded to from this e-mail address.