ITM Supervisor

BankPlus•Ridgeland, MS

About The Position

Responsibilities focus on providing management and oversight for the ITM workgroup, overseeing the day-to-day functions of the ITM department. This role functions as the ITM System Administrator, serves as backup to the Customer Service Center Supervisor, and monitors and supports all areas of technology associated with the ITM workgroup. The position builds partnerships with internal and external customers and vendors, ensuring the best possible service is provided to all customers. The ITM Supervisor communicates daily team goals and progress, identifies scheduling and staffing needs, handles customer complaints and resolves problems, and manages after-hours employee calls and issues. This role is responsible for developing and executing training plans, determining hiring decisions, and conducting ongoing employee performance evaluations. The supervisor manages the efficient and accurate performance of relationship banker functions processed using the ITM, supervises the balancing of daily transactions, verifies cash totals, and investigates and resolves out-of-balance conditions. Ensures optimal service level performance through scheduling and real-time adherence monitoring. Researches and implements tools and methodologies to improve efficiency and customer satisfaction. Backs up the ITM Reconciliation Specialist for daily ITM cash reconciliation. Maintains a thorough knowledge of Bank products, services, policies, procedures, and regulatory issues, including completing required compliance training and adhering to the Bank’s standard of conduct. Maintains and updates the business resumption and continuity plan for the ITM department and disaster recovery testing. Performs other duties as assigned and participates in the bank’s High-Performance Rewards Connections program. Makes referrals to the Mortgage Center and Wealth Management.

Requirements

Four (4) or more years of similar or related experience in Call Center or Supervisor role
Direct dealings primarily with internal and external customers, as needed
General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
Excellent verbal and written communication skills
Extensive reading as needed
Work outside of regular business hours, as deemed necessary
Ability to make difficult decisions and handle multiple tasks with daily deadlines
Maintains a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc.

Nice To Haves

Bachelor’s Degree preferred

Responsibilities

Functions as ITM System Administrator
Serves as backup to Customer Service Center Supervisor
Monitors and supports all areas of technology associated with the ITM workgroup
Builds partnerships with internal and external customers and vendors
Provides and ensures all team members provide the best possible service to all customers (internal and external)
Communicates daily team goals and progress on projects and team objectives
Identifies scheduling and staffing needs
Handles customer complaints and resolves customer problems
Handles after-hours employee calls and issues as they arise
Develops and executes training plans for all ITM agents
Determines hiring decisions of new employees and conducts ongoing evaluations of employees’ performance
Manages the efficient, effective, and accurate performance of relationship banker functions processed using the ITM
Supervises the balancing of daily transactions and verifies cash totals
Investigates and resolves out-of-balance conditions
Ensures optimal service level performance through scheduling and real-time adherence monitoring
Researches and implements tools and methodologies, which improves efficiency and increases customer (internal and external) satisfaction
Backs up the ITM Reconciliation Specialist for completion of daily ITM cash reconciliation
Maintains a thorough knowledge of Bank products, services, policies, procedures, and appropriate regulatory issues
Completes required compliance training and adheres to the Bank’s standard of conduct
Maintains and updates business resumption and continuity plan for the ITM department and disaster recovery testing
Performs other duties as assigned
Participates in the bank’s High-Performance Rewards Connections program
Makes referrals to the Mortgage Center and Wealth Management