Lead Teller

Job ID 10103475 Location Anaheim, California, United States Business Partners Federal Credit Union Date posted Oct. 09, 2024

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HEALTH INSURANCE & WELLBEING
CHILDCARE OPTIONS
PAID TIME OFF
RETIREMENT PROGRAMS
TUITION ASSISTANCE
WEEKLY PAY

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"There are so many opportunities to grow and learn within Disney! There is never a dull moment at work."

Diana, Principal Counsel

Job Summary:

The Lead Teller provides excellent, professional service to Members, using consultative sales techniques to build loyalty and cross-sell Credit Union services. As a key representative of Partners Federal Credit Union, they develop long-term relationships with Members by identifying financial needs and offering suitable solutions. The role involves performing all teller functions, resolving complex problems, balancing daily totals, overseeing balancing, processing transactions, ensuring smooth flow and adequate coverage of the teller line, and maintaining professional service standards.

Additional responsibilities include managing member accounts, ensuring accurate and up-to-date records, handling deposits, withdrawals, and other financial transactions efficiently and accurately. The Member Experience Professional I assists in the processing of loan applications by gathering necessary documentation and conducting initial reviews. They support the sales team in promoting credit union products and services, such as credit cards, mortgages, and savings accounts. Compliance with regulatory requirements and internal policies is critical, as is identifying and reporting any suspicious activities. The role also involves administrative tasks such as managing paperwork, filing, and data entry to ensure smooth operations. Effective member relationship management is key, building and maintaining relationships with Members to understand their financial needs and provide appropriate solutions. Finally, they work closely with senior Credit Union staff and other team members to support overall branch or department goals.

Essential Responsibilities:

Ensure all teller functions comply with policies and security standards.
Maintain professional and effective teller operations, including balancing and securing funds.
Monitor cash levels, maintain inventory of negotiable items, and manage cash dispense machines
Provide exceptional member service by meeting Members' needs promptly and professionally.
Resolve Members’ requests, problems, and questions; offer Credit Union products and services.
Be able to recognize when a member request should be referred to colleagues in positions of higher authority and responsibility.
Process transactions, open new accounts, and handle consumer loans from start to finish.
Provide leadership through effective peer-to-peer coaching, delegation, and communication with support of leadership.
Train and support Member Experience Professional I peers, ensuring optimal performance and professional growth within the Branch.
Be able to provide glow and grow feedback regarding team performance and in support of peer growth and development.
Handle any special projects delegated by leader.
Address complex transactions and sensitive Member relations issues.
Investigate and correct teller out-of-balance conditions.
Support personnel with day-to-day operations and Member interactions.
Effectively work the front Lobby desk, managing member wait time exceptions and handling transactions that can be handle quickly
Communicate features and benefits of all Credit Union products and services.
Educate Members on financial responsibility and promote additional products and services.
Conduct outbound calls for Member Service and Sales, following the 2/2/2 program.
Perform a wide range of financial transactions, ensuring accuracy and security.
Responsible for overrides
Process deposits, withdrawals, transfers, payments, and check cashing.
Balance daily transactions and verify cash totals.
Demonstrate fundamental member engagement skills such as - greeting the member with eye contact, smiling, inquiring about their business for the day and genuinely thanking them.
Build a network of Member contacts through qualified leads and referrals.
Promote Credit Union objectives and deepen business relationships.
Ensure all membership documents meet quality control standards.
Maintain compliance with policies, including CIP, OFAC, and ChexSystems.
Maintain and enhance financial business acumen through continual training and self-development.
Coordinate teller Member Experience Professional I duties with related functions and communicate effectively with management.
Provide suggestions for improved service and streamline operations.
Maintain flexibility in support of branch needs.
Complete projects and reports related to the department.
Perform other related duties as assigned or requested.

Education Level: High School or GED (required)

Years of Relevant Work Experience: 3 to 5 years

Language Skills: Spanish (preferred)

Certifications, Licenses, Registrations

FL/CA Notary (required)
NMLS Certification (preferred)

Other Training, Technical Skills or Knowledge

Ability to use a personal computer and related software applications including Microsoft Outlook. Preferred

Experience using Episys Preferred

Experience using Springboard Preferred

Experience using Verafin Preferred

Abilities and Behaviors:

Excellent member service and conflict resolution skills
Effective sales skills
Strong problem-solving and decision making skills
Clear and open communication skills
Flexible; easily adapts to change
Strong time-management skills & ability to multi-task
Organized; good time manager
Responsible; takes initiative and works independently
Strong teamwork skills
Two years’ experience in the financial industry and credit unions is required.
Two years’ experience in teller cash handling and cash dispense machines is required.
Experience in sales is preferred.
Previous supervisory experience preferred

Performance Standards:

• Balancing Standards
• Balancing Percentage
• Member Satisfaction
• Transaction Quality
• Partners Home Mortgage Referrals (Total Referrals / Qualified Referrals)
• Partners Wealth Management (Total Referrals / Qualified Referrals)
• Review Membership Applications (Membership Officer)
• Core Product Qualified Referrals (Checking, Certificates, MMA and Consumer Loans)
• Autoland / Auto Advisor referrals (Total referrals/qualified referrals)
• Review and submit the monthly Teller Over / Short report to the Branch Service Manager
• Assist and/or complete with the Branch Service Manager the Internal Verification Program (IVP) and submit the packet to the Branch Service Manager

Business / Work Environment:

Shift work including weekends consists of hours outside of an 8 - 5 schedule to cover the hours of operation

The hiring range for this position in California is $19.55 to $25.67 per hour. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

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About Partners Federal Credit Union:

For more than 50 years, Partners Federal Credit Union has delivered The Partners Difference to our more than 175,000 members, with the highest levels of service, value, access and convenience. Plus, a full array of financial products you’ll find at the biggest banks, including savings, checking, loans, wealth management and the latest in innovative account access. And always with an exclusive connection to The Walt Disney Company that ensures a level of quality unsurpassed in banking. Named one of the 2019 “Best Credit Unions to Work For” by Credit Union Journal, Partners is truly Cast Members serving Cast Members, creating a genuine bond and commitment to service that no other financial institution can match. Join and discover that at Partners, we honor membership for life — because members can confidently rely on us at every stage of it. And because of our connection to The Walt Disney Company, every person who works for Partners is also a Disney Cast Member/employee.

About The Walt Disney Company:

The Walt Disney Company, together with its subsidiaries and affiliates, is a leading diversified international family entertainment and media enterprise that includes three core business segments: Disney Entertainment, ESPN, and Disney Experiences. From humble beginnings as a cartoon studio in the 1920s to its preeminent name in the entertainment industry today, Disney proudly continues its legacy of creating world-class stories and experiences for every member of the family. Disney’s stories, characters and experiences reach consumers and guests from every corner of the globe. With operations in more than 40 countries, our employees and cast members work together to create entertainment experiences that are both universally and locally cherished.

This position is with Walt Disney Parks and Resorts U.S., Inc., which is part of a business we call Partners Federal Credit Union.

Walt Disney Parks and Resorts U.S., Inc. is an equal opportunity employer. Applicants will receive consideration for employment without regard to race, religion, color, sex, sexual orientation, gender, gender identity, gender expression, national origin, ancestry, age, marital status, military or veteran status, medical condition, genetic information or disability, or any other basis prohibited by federal, state or local law. Disney champions a business environment where ideas and decisions from all people help us grow, innovate, create the best stories and be relevant in a constantly evolving world.

DISABILITY ACCOMMODATION FOR EMPLOYMENT APPLICATIONS

The Walt Disney Company and its Affiliated Companies are Equal Employment Opportunity employers and welcome all job seekers including individuals with disabilities and veterans with disabilities. If you have a disability and believe you need a reasonable accommodation in order to search for a job opening or apply for a position, email Candidate.Accommodations@Disney.com with your request. This email address is not for general employment inquiries or correspondence. We will only respond to those requests that are related to the accessibility of the online application system due to a disability.

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