Dear Executive Suite, I’m a teller

Dear Credit Union Executives,

I’m a teller.

I’m the first person that our members see when they enter our branch.

My warm hello and friendly smile set the tone for how people feel walking in.

I know our members through and through.

From their sick furry family members to their children’s first program at school

I listen.

I remember.

I know their accounts like it is my own.

I learn about their money habits and serve them by offering products that will help them succeed.

Sure, I do the day in and day out transactions, but I also am the person they look towards to help them understand any issues.

What is that charge?

How did this happen?

Can I apply for a credit card?

How do I fill out this loan application?

I’m their financial BFF

… and sometimes I am their financial enemy.

They do get angry with me for policies that are out of my control.

I get blamed for the overdrafts and fees.

I diffuse the situations and handle myself with professionalism.

Sometimes, it’s hard.

Sometimes I invest so much in certain members and situations that I go home at night thinking about how we could help them more efficiently.

Should I tell you my thoughts?

Sometimes I worry that you won’t listen to what I have to say.

I have heard others refer to the front line as “just tellers” and that makes me feel bad.

I’m a teller.

Not ‘just’ a teller.

I’m a front line first responder for our members to trust.

I make the member experience with each “hello” and each “see you next time.”

My vibe that I bring to the branch is what members and potential members judge the entire credit union on.

Have you asked me what I think about some of our products and services?

Have you invited me to meetings about membership and how we can best meet them where they are at?

Have you challenged me to tell you how I would handle a member that is feeling hopeless and unheard?

I want you to.

Before you pass me tomorrow morning on the way to your office, could you ask me how my day is?

Could you tell me what I am doing right and that you appreciate what I do?

Could you make me feel like an important and vital member of this team?

You see, I’m a teller.

My face …

My voice …

My skills …

They are enough to place me in front of our most valued asset.

Have you thanked me lately?