BECU Expert Q&A with Casey and Luann: Teller Line Team
BECU Tellers experience first-hand all that it takes to serve our members on a daily basis. This month, we sat down with members of the BECU teller line to gain insight into how they continuously work to put our members first.
Joining us to share their experiences, we have Casey B. from the Everett Financial Center, and Luann A., teller supervisor at the Tukwila Financial Center.
The biggest hallmark of the teller line is the variety. On a daily basis, they perform a wide range of transaction services, from standard deposits, withdrawals, payments, and check cashing, to the not-so-common transactions like savings bond redemptions, loan payoffs, and helping with traveler's checks. On top of the day-to-day transactions, they also handle general account questions from members, and work diligently to catch and combat fraud.
Juggling these demands can be very challenging. “Since the teller role mostly involves cash and check handling, adhering to rules and regulations put forth by the Federal Reserve Board can seem tricky at times,” Casey said. “Thankfully, BECU and our department leaders provide us with useful tools and job aids to assist us in adhering to those requirements.”
The COVID-19 pandemic has certainly thrown the team curveballs, and they have had to quickly adapt to fit the needs of our members, while keeping themselves and others safe. Since the outbreak, tellers have been working split schedules so that only half of their team members are on-site on a given day, to minimize exposure and comply with social distancing.
The transition to limit personal contact has affected our members, and has also opened up opportunities to improve BECU services. “We are definitely seeing our members more open to alternative ways of making deposits,” Luann said. “During this time, many of members have made deposits via ATM or mobile banking for the first time, because they are trying to limit their face-to-face interactions with people.”
Even with this new consciousness of remote banking options, our tellers try to build member confidence regarding in-person interactions. Perhaps the most heartwarming and unexpected aspect of teller work are the strong connections that members make even during brief interactions.
“The members know when we hire someone new, or if someone retires or leaves the department for another reason,” Luann said. “They are on a first-name basis with many of our tellers, and know what goes on in our lives just like we know what goes on in theirs.”