LIVE (Video) Teller Team Manager II

Summary:

As an ITM Team Manager II, you will primarily be responsible for the management of teammates on the LIVE Teller team. You will be accountable for ensuring these teammates deliver an outstanding customer experience, provide accurate and timely transactions to meet and exceed KPIs, and achieve sales referral targets, as well as the professional development of the members of the team. As a leader within the Remote Banking Team, the ITM Team Manager will model the standards and vision to provide our clients and teammates with exceptional products, service, and support and be a leader within the banking industry by building a full-service, first-class, and professional remote banking team.

Primary Purpose:

Oversees the performance of the LIVE Teller channel across one or more of the operations centers where the ITM Specialist teams conduct business. Exercises control over the functions of the team. Administers the operation of the ITM Specialist team with primary emphasis on conducting transactions while providing excellent customer service through the network of ITM Machines across the bank's footprint.

Principal Duties and Responsibilities:

• Management and supervisory responsibilities of 10-30 or more teammates
• Responsible for the performance of LIVE Teller across multiple centers of operation across the bank's footprint
• Coach and develop LIVE Teller teammates to effectively conduct sales-referral conversations, as well as service and operational-related transactions
• Coaching and management of the ITM Supervisors, ITM Specialists, and Remote Banker I teammates who are operating the LIVE Teller channel
• Meet or exceed Key Performance Indicators for the LIVE Teller channel, including the development of the team to achieve individual metrics
• Lead strategic projects designed to enhance the effectiveness of the LIVE Teller channel, including projects involving technology, operations, and fraud mitigation
• Collaborate with key vendors, as well as internal and external stakeholders, to ensure performance excellence for the ITM channel
• Lead the expansion of the LIVE Teller channel, which may include standing up new centers of operations across the bank's footprint
• Collaborates with teammates in internal fraud review and deposit operations to ensure operational excellence and mitigate losses due to fraud
• Maintains and stays abreast of security policies and procedures
• Periodically travels to the each of the markets where LIVE Teller operates to conduct leadership cascades and perform one-on-one coaching sessions with teammates
• Responsible for identifying and reporting matters related to ITM equipment, systems, and/or ITM-related vendor issues which may inhibit ITM operations
• Maintains knowledge of bank policies and procedures to mitigate losses due to fraud or negligence.
• Coaches teammates on bank policies and procedures
• Responsible for providing necessary transaction approvals
• Handles customer problems and complaints, counsels customers with special needs or requests.
• Collaborates with fellow managers to create and maintain staff schedules
• Provides and maintains a professional, business-like atmosphere within the office
• Reviews staff members for formal performance evaluations and recommends salary adjustments
• Counsels employees when needed. Coordinates staff training when needed
• Investigates security and/or fraud-related issues when needed
• Represents the financial institution in public relations activities and community affairs

Job Specifications:

• Associate's Degree, Bachelor's degree, or equivalent work experience preferred
• Two to five years of experience in a financial institution or comparable work experience.
• Previous experience in a supervisory or management role is preferred.
• Knowledge of laws and regulations applicable to the Bank's operations practices.
• Sales oriented.
• Excellent interpersonal and customer service skills.
• Excellent written, verbal, and supervisory skills.