Senior Cash Service Representative (Teller Services)

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 an experienced, service-focused, and team-oriented Senior Cash Service Representative to support teller operations at INOVA Federal Credit Union's CR 6 and CR 17 locations.

The Senior Cash Service Representative is responsible for providing exceptional service to members while performing accurate and efficient teller transactions. This position serves as an experienced resource for the Cash Services team and helps support daily branch operations, cash handling, security, compliance, and member service standards.

In addition to performing the responsibilities of a Cash Service Representative, the Senior Cash Service Representative provides peer support, assists with training and development, and serves as a knowledgeable resource for team members. This position is expected to lead by example, demonstrate strong judgment and attention to detail, and help promote a positive and collaborative team environment.

The ideal candidate is someone who has strong cash-handling experience, takes pride in accuracy, enjoys helping others, and is comfortable serving as a go-to resource for team members while maintaining an exceptional member experience.

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 expertise in cash handling, member service, coaching, and branch operations, we'd love to meet you.

Essential Duties & Responsibilities

Cash Handling & Balancing

• Balance cash drawers according to established Teller Guidelines and Cash Handling Procedures.
• Maintain a high level of accuracy and accountability when handling member and credit union funds.
• Assist team members with cash-handling and balancing questions.
• Monitor and maintain the safety and security of the branch.
• 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.
• Assist with cash drawer, vault, and ATM audits as needed.
• Verify rolled coin opened for use in the cash drawer.
• Ensure cash drawers and computers are secured when away from the teller window.
• Follow established procedures for transactions exceeding applicable cash verification thresholds.
• Maintain awareness of counterfeit detection and appropriate cash verification procedures.

Senior-Level Support & Team Development

• Serve as a knowledgeable resource for Cash Service Representatives and assist with questions related to teller procedures, cash handling, and member service.
• Assist with training and development of new hires and other team members as needed.
• Support new team members during shadow training and help reinforce established procedures.
• Lead by example in member service, professionalism, accuracy, and product knowledge.
• Share knowledge and best practices with team members.
• Provide helpful and respectful peer feedback when appropriate.
• Assist team members in identifying appropriate solutions to member needs.
• Help promote consistent use of Teller Services standards and procedures.
• Support a positive and collaborative team environment.
• Communicate questions, concerns, and operational issues to the appropriate supervisor.

Member Service

• Provide prompt, courteous, knowledgeable, and efficient service to members.
• Answer member questions and identify appropriate solutions to member needs.
• Answer phone calls when not assisting members in person.
• Maintain established service standards with members and staff.
• Thank members for their business and create a positive member experience.
• Maintain confidentiality of member and credit union information.
• Use Teller Services standards when serving internal and external members.
• Demonstrate professionalism and composure when handling difficult or sensitive member situations.

Referral & Relationship Development

• Meet or exceed personal monthly referral goals based on established production goals.
• Support team achievement of established INOVA and CUSO referral goals.
• Identify member needs and appropriately recommend products and services.
• Help members understand products and services that may provide solutions to their financial needs.
• Serve as a positive example of relationship-based member service.

Phone & Branch Operations

• Ensure appropriate staff are logged into the phone system when not assisting members.
• Maintain appropriate phone availability and support team members with phone procedures.
• Assist with opening and closing procedures.
• Ensure the branch is secure prior to opening and at closing.
• Complete documentation related to applicable state and federal regulations.
• Monitor Shared Service Center guidelines when applicable.
• Ensure large deposit faxes and other required documentation are completed and sent appropriately.
• Process Savings Bonds and foreign items.
• Assist with shared-branching and other teller-related transactions.
• Complete required compliance, operational, and productivity documentation.
• Assist with maintaining appropriate supplies and cash levels.
• Participate in annual compliance courses.
• Maintain confidentiality of member and credit union information.
• Follow all established policies and procedures.
• Perform other duties and responsibilities as assigned.

Desired Skills & Experience

The ideal candidate is someone who enjoys helping others, takes pride in accuracy, and has developed strong knowledge of teller operations and member service. We're looking for someone who can serve as a dependable resource for the team while continuing to provide an exceptional member experience.

We're looking for someone who has:

• High school diploma or equivalent required.
• Previous cash-handling experience required.
• Previous banking, financial services, teller operations, or similar experience preferred.
• Strong cash-handling and balancing skills.
• Strong knowledge of teller procedures and branch operations.
• 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.
• Ability to assist with training and development of new and existing team members.
• Ability to serve as a knowledgeable resource and peer mentor.
• Ability to provide helpful and constructive feedback.
• Ability to identify member needs and appropriately recommend products and services.
• Strong organizational and time management skills.
• Ability to exercise sound judgment and make appropriate 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 and work toward practical solutions.
• Demonstrated reliability, professionalism, and accountability.

What You'll Bring to Teller Services

In this role, you'll have the opportunity to make an impact by supporting members, sharing your experience with teammates, strengthening branch operations, and continuing to develop your financial services career.

We're looking for someone who:

• Acts honestly and ethically.
• Builds trust and contributes positively to the team and community.
• Provides exceptional service to members and teammates.
• Leads by example through professionalism, accuracy, and accountability.
• Promotes collaboration and is willing to help others succeed.
• Communicates clearly and openly.
• Actively listens and considers different perspectives.
• Uses sound judgment when making decisions.
• Takes ownership of responsibilities and follows through.
• Looks for solutions to operational and member-service challenges.
• Promotes continuous learning for themselves and others.
• Embraces positive change and new ideas.
• Uses logical thinking and relevant information to solve problems.
• Maintains composure and professionalism in challenging situations.

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, cash-handling, and member service skills
• Opportunities to serve as a mentor and resource to other team members

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.

Qualifications