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Peak-Time Teller: State Street Branch

Company: UW Credit Union
Location: Madison
Posted on: October 12, 2018

Job Description:

Perform a wide range of transactional duties to serve members by receiving and dispensing funds with high degree of accuracy. Maintain accurate transactional records, providing basic cash receipt and payment service in accordance with UW Credit Union policies and procedures. The person in this position listens carefully and uncovers member needs, and is responsible to professionally and skillfully refer new business to the Financial Specialists. The Teller is responsible for thoroughly understanding our product and service options.

This position must effectively carry out the essential duties of this position in a manner that consistently demonstrates the core values of the organization in a positive manner.

UW Credit Union is proud to be an Equal Opportunity and Affirmative Action Employer of Minorities, Protected Veterans, Women, and individuals with Disabilities.

1) Achieve balanced scorecard results (Teller scorecard) - 50%

a) Meet specific goals for member service, sales and accuracy.

b) Educate members about convenience service options such as online banking, telephone banking and ATM access.

c) Responsible for the accuracy of all transactions with members as described in UW Credit Union's Cash Management policies and procedures

d) Ensure that all member requests are processed accurately and efficiently.

e) Responsible for researching all teller transactions when potential errors are identified and responsible for communicating with affected members.

2) Develop and Maintain Quality Member Relationships - 40%

a) Provide personalized, professional service to all members in an exceptional manner, seeking out opportunities to exceed member expectations.

b) Meet expected service levels for wait time and accuracy.

c) Consistently demonstrate all expected service and sales behaviors.

d) Ensure that all member requests are processed accurately and efficiently.

e) Maintain a high degree of knowledge in all credit union programs, ensuring quality service and accuracy is delivered to UWCU members.

f) Always act in the member's best interest; consistently educate members about their financial choices including convenience service options.

g) Consistently recognize opportunities to refer members to Financial Specialists and other business partners.

h) Participate in the development and attainment of branch goals.

i) Take responsibility for retaining member relationships.

j) Take ownership of problems, show empathy and apologize for errors and follow up appropriately. Utilize member feedback to enhance service quality, create equitable solutions and increase member loyalty.

k) Display sound judgment in handling member requests and exceptions, seeking and documenting approval as needed.

l) Consistently meets standards for scored observations and dialogs

3) Contribute to activities that Promote Individual and Organizational Success - 10%

a) Arrive promptly and prepared for dialogs, staff meetings and trainings. Assume ownership for securing information communicated during personal absence.

b) Responsible for understanding and adhering to all policies, procedures and regulations.

c) Support corporate strategies and goals.

d) Assume responsibility for personal development through training, collaboration and teamwork.

e) Demonstrate professionalism in dress, tone, flexibility, and communication.

f) Consistently act as part of a cohesive team, demonstrating excellent interpersonal skills and the ability to interact positively with other employees.

g) Handle conflict directly and discreetly.

h) Show empathy and respect in all interactions with members and co-workers.

i) Maintain open and respectful communication with other departments.

j) Assume responsibility for branch duties as assigned or needed.

k) Take ownership for change. Analyze, justify and recommend change in operations to enhance productivity and improve service.

To perform this job successfully, an individual must demonstrate regular, predictable attendance and be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

- HS Diploma or equivalency required

- Knowledge of banking and financial products and services.

- One year of experience in customer service.

- Exceptional customer service skills.

- Excellent interpersonal skills.

- Demonstrated analytical, accuracy, and problem-solving skills.

- Proficiency with a computer, keyboard, and 10 key adding machine.

- Successful completion of an employment background check

Language Skills

-Must be fluent in English

-Must have strong oral and written communication skills.

Physical Requirements

- Ability to work in a typical office environment involving exposure to fluorescent lighting, potential ink fumes, contact with synthetic materials and air conditioning.

- Ability to manually handle cash and coin currency received from the general public

- Ability to stand up to 8 hours per day

- Ability to lift up to 40 lbs

Keywords: UW Credit Union, Madison , Peak-Time Teller: State Street Branch, Other , Madison, Wisconsin

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