At Good Neighbors, we’re more than just a financial institution—we’re a community rooted in cooperation, care, and the pursuit of meaningful impact. As you begin your journey with us, we encourage you to embrace a mindset of possibility. We believe in the power of putting forth effort to become the best version of yourself, both personally and professionally. Your dedication not only contributes to your success but also strengthens the community we’re building together. Here, every idea matters, every effort counts, and every person makes a difference.

Good Neighbors Credit Union provides personalized service and support without judgment or assumption. As a not-for-profit, member-owned cooperative we serve through the following values:

• Self-Help                                                   • Democracy
• Self-Responsibility                                  • Honesty
• Solidarity                                                   • Openness
• Equality                                                      • Social Responsibility
• Equity                                                         • Care for Others

Reports to: COO

Position Purpose: Accountable for the supervision of the teller area. May perform all teller functions on a limited basis. Solve escalated member problems and/or help with complex member questions or work-related matters. Guide and advise tellers in the efficient handling of member needs and accurate transactional processes.

Job Responsibilities:

• Supervise the activities of the teller operations area by assigning work, answering questions, solving problems, helping with complex transactions and sensitive member relations problems.
• Explain policies and procedures to members as a communication tool.
• Ensure that staff is trained and cross-trained in all phases of their particular jobs to ensure the delivery of quality service to members and to ensure accuracy in transactions.
• Develop, apply, and evaluate policies and procedures for the department.
• Manage and recommend the purchase of equipment and supplies.
• Maintain comprehensive, up-to-date knowledge of all State and Federal regulations that are applicable to the transactions performed in the cashier/teller area. Knowledge of all credit union policies and processes within the teller area.
• Ensure that safety and security policies are up to date and training is provided on the safety and security procedures.
• Serve as a vault teller for the credit union, which includes ordering the cash and currency from the Federal Reserve, verifying cash received, filling teller cash orders, maintaining full vault security, and balancing vault cash nightly.
• Approve member exceptions and authorize service fee refunds to members when deemed necessary.
• Oversee proper availability of daily cash, money orders, and traveler’s checks.
• Investigate teller losses and institute corrective flow of work and/or corrective disciplinary action where required.
• Study the work flow on an on-going basis to determine staffing requirements. Oversee work schedules for full-time and part-time employees in the teller area to ensure proper service to members.

SCORECARD

MISSION: To support the frontline team in delivery of Good Neighbor level member service, organizing efficient work flow and maintaining the physical branch.

OUTCOMES

• Support the Frontline
• Make CXO aware of any concerns or performance gaps
• Assist team members leading by example and jumping in when necessary 2 Branch Operations
• Keep branch clean and clutter free by making regular inspections from the member point of view. Adhere with zeal to the brand look of clean, clear and clutter-free.
• Utilize the walk-through checklist daily
• Ensure the branch is always adequately stocked with supplies
• Maintain frontline coverage for both branches (Depew 3, Buffalo 2) to ensure adequate member service. Communicate changes (call ins, vacations etc.) to the other branch manager and notify COO of plan.
• Independently resolve all vendor issues specific to your branch to maintain the smooth flow of operations and notify COO of credit union wide incidents immediately – complete vendor incident reports.
• Maintain the vault cash and ensure that it is properly in balance daily.
• Maintain and process ATM cash and transactions and ensure it is properly in balance 3 Member service.
• Recognize and immediately address deviation from member service standards – maintain a secret shopper rating 9 and above.
• Address all member issues occurring at your branch with a 100% satisfaction rating from member
• Fee reversals – follow the new CPAY fee reversal policy and be the point person for fee reversals at both branches of communication.
• Communicate change, strategy, goals and expectations positively and clearly.
• Be transparent and speak with candor and tact.

Please complete our hiring assessment at: https://assessment.predictiveindex.com/3hL/6e7b5a8e-3f80-4e36-8c98-8b3f0bbe8089?type=candidateba

WHY EMPLOYEES LOVE OUR CREDIT UNION: 

• Competitive compensation ($65,000.00 per year)
• Paid training (courses, events, conferences)
• Paid Time Off – 4 weeks (prorated in your first year)
• 12 Paid Holidays + Birthday Holiday
• Free Medical, Vision and Dental Insurance for all tiers
• Free Short and Long Term Disability Insurance
• Free Life Insurance
• 401K with 6% Match
• Employee Loan Discount