Michigan First

  • Head Teller/Financial Services Representative

    Location : Location US-MI-Grand Rapids
    Job ID
    Branch Operations
  • Responsibilities



    The Head Teller/Financial Services Representative’s (FSR) sole mission is to provide the highest quality member experience. Our Head Teller/FSRs provides a variety of critical member service functions and carry a lot of responsibility at Michigan First. Some of these include: carrying out our Michigan First Way promise, with every member, every time, utilizing 5 STARS Service consistently and a consistent display of our ISMs, while anticipating the needs, exceeding expectations and making a positive lasting impression, with every member every time. They are also expected to utilize EMEC with every member and during each interaction, through active listening. They are also expected to look for additional sales opportunities, while working with members on their specific need at the initial time of service and demonstrate the ability to advise them on the financial needs that are best for them, while encouraging them to bring their full relationship to Michigan First.



    • Assumes responsibility for performing efficient, effective, and accurate performance of Teller functions.
    • Represents the Credit Union in a courteous and professional manner.
    • Performs Teller duties including receives and processes deposits, loan payments, and transfers; processes cash advances, travelers’ checks, cashiers’ checks, money orders, government bonds, and similar transactions; disburses cash or check withdrawals; receives and processes payroll deduction starts, stops, and increases. Prepares proper receipts.
    • Opens and closes computer terminal accounts daily. Accounts for cash assigned, received, disbursed on a daily basis. Accurately balances to teller terminal close report and remits daily work to Head Teller for disposition.
    • Verifies transactions. Monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
    • Helping to ensure that Teller functions are correctly performed and are in accordance with established polices and standards. Ensures that all security procedures are followed.
    • Answers staff questions, solves problems, and assists with complex transactions and sensitive member relations problems. Explains policies and procedures to members.
    • Assists in investigating Teller out of balance conditions and recommends corrective procedures. Assists in finding balancing errors. Ensures that each Teller balances at the end of each day and that all monies are secured in accordance with established procedures.
    • Assists in maintaining an inventory of cashier's checks, money orders, receipts, traveler’s checks, and other negotiable items for use in the Teller area.
    • Assists Head Teller by occasionally balancing vault and monitoring ordering, dispensing, shipping and balancing cash.
    • Assist in keeping ATMs and MWBCs filled and functional.
    • Performs at the highest teller level and is a role model for other tellers.
    • Must be able to work all hours that the branch is open, serving members.
    • Must display a positive attitude at all times and have a passion for serving our members. They must demonstrate a conviction and understanding about and to our products and services.
    • Must possess excellent written and oral communication skills. This includes a professional appearance, a confident manner of speaking, a mature presence and appropriate body language.
    • Must be an excellent listener with the ability to look for opportunities to sell the entire credit union and provide personalized and unique solutions that are the best course of action for our members. In this capacity, they also need to anticipate needs and become an assumptive salesperson, rather than a suggestive salesperson. In order to do this, the individual must be curious for answers and possess great interviewing skills.
    • Must be a problem solver, have extremely strong evaluation skills, possess the ability to follow-through on all of the details of the interaction, and take ownership of it from start to finish.
    • Must work in the capacity of the member advocate, having a strong ability to align with the member, while setting appropriate expectations and be curious and interested in the member’s story.
    • Must be very experienced and skilled in our products and services and an advocate for Michigan First Credit Union, in order to be successful in this role.
    • Is expected to perform at the highest level with minimal day-to-day oversight.
    • Other duties as assigned, including but not limited to: supporting the teller line, as necessary, ATM machine balancing, and rotating coverage on the greeter desk.
    • Becomes/is an advocate of The Michigan First Way, supporting all facets of it, including complete fulfillment of Our Promise, 5 STARS Service, SOLVE IT and our ISMs. Fosters a positive demeanor and image through professional representation in all contacts with both, team members and members. Consistently reflects and displays each of our “ISMs” in daily job performance, as well as in all business interactions while executing on our goals and initiatives. Learns and utilizes EMEC (Every Member’s Experience Counts) in day-to-day responsibilities when communicating with members only.




    • Must truly enjoy and like people. The ability to positively engage quickly and maintain that engagement throughout the entire transaction process is critical.
    • Ability to balance empathy and logic in working with credit union members to help them reach their intended goals.
    • High school diploma or general education degree (GED); Associate’s Degree in business or related field is preferred.
    • 3+ years of experience working in a professional environment.  Experience working in a retail or financial environment and knowledge of financial services and products.
    • 3+ years of strong service-oriented experience, preferably in a financial institution or related field.
    • Ability to provide examples of real world financial experience – either personally or professionally.
    • Ability to read, write and comprehend business communications and effectively present information in one‑on‑one and small group situations.
    • Ability to operate standard office technology, equipment and tools.
    • Ability to learn and understand the differences in products and services offered by other financial institutions to those offered by the credit union.
    • Must have very strong interpersonal skills and possess the ability to exude a positive attitude at all times.   
    • Must maintain a professional appearance and demeanor at all times.
    • May occasionally be required to stand for an extended period of time.

    Who We Are

    Michigan First Credit Union was founded more than 90 years ago by educators and now delivers world-class service to more than 140,000+ members at our branches throughout Michigan, and we’re growing! We offer financial solutions for every life stage and seek to positively transform our members’ lives through personalized service that meets their unique needs.


    Simply put, Michigan First Credit Union’s sole mission is to provide the highest quality member experience. Working here, you’ll get to participate in a strong culture centered around service, professionalism, and growth. The perks are pretty cool, too – we’re consistently named as a 101 Best & Brightest Place to Work (nationally!) as well as several other local workplace awards, mainly because of our competitive pay, excellent benefits package, and supportive policies.


    Michigan First highlights:

    • 400+ team members
    • 26 branches by 2019 spanning the Lansing area, Grand Rapids and Metro Detroit.
    • Industry leader in community support and charitable giving through the Michigan First Foundation
    • Member Services Call Center operates 24/7/365
    • Current assets of more than $920 million



    Michigan First Credit Union has been the proud recipient of:

    • 2018 Detroit Free Press Top Workplaces
    • 2018 Best & Brightest in Metro Detroit
    • 2018 Best & Brightest in West Michigan
    • 2018 Best & Brightest in the Nation
    • 2018 Crain’s Coolest Places to Work in Michigan #10 spot out of 100
    • 2018 Channel 4 - Vote for the Best - 1st Place
    • 2018 Michigan Veterans Affairs Agency - Certified Veteran Friendly Employer - Bronze Level 


    Perks of joining our award-winning team include:

    • Competitive pay
    • A low-cost medical, dental, and vision benefit options. Employer-paid life and disability insurance
    • 401(k) - 100% match up to 5% deferral
    • Tuition reimbursement for both Undergraduate and Master’s programs
    • Access to a complimentary concierge service that assists with nearly any item on your to-do list
    • Free, state-of-the-art fitness center at our Evergreen headquarters with exercise equipment, showers and locker rooms
    • Wellness initiatives and events throughout the year to help employees stay healthy
    • Loan discounts for certain secured and unsecured loans and mortgages
    • Opportunities for increases, incentives and profit-sharing, based on performance 




    Michigan First Credit Union is an Equal Opportunity Employer.


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