ITM Teller Supervisor

LEGEND BANK•North Richland Hills, TX

About The Position

Accountable for the supervision of the Interactive Teller Machine (ITM) team to ensure efficient and effective operation of the ITM center. Assist with directing operations of the ITM group to provide quality service to customers through interaction within a virtual environment using the technology of an Interactive Teller Machine to meet customers’ financial transaction needs across the Bank’s footprint. The ITM Team Manager supports and demonstrates exceptional customer service standards, is detail oriented, professional, and friendly at all times, and available to work flexible work shifts to accommodate the extended operating hour and business needs of the ITM center.

Requirements

At least 3 years prior teller experience
Experience communicating via virtual technology
2-3 years supervisory experience preferred

Nice To Haves

College degree preferred

Responsibilities

Assists with the coordination of ITM activity, schedules and work assignments; serves as subject matter expert for ITM transaction processing and associated software.
Responsible for ensuring processing for the ITM Center is complete and accurate. Works with ITM tellers to resolve more complex issues, correct errors and handle escalated customer issues. Researches and responds to customer complaints.
Actively supports and participates in the continued development of a full-service environment within the ITM center and ensures a seamlessly integrated product/referral opportunity with each customer opportunity. Commits to achieving performance standards in individual as well as team performance; compiles necessary data and reports to track and improve ITM center activity.
Ensures compliance of ITM center processing with all related banking regulations, procedures, reporting and record keeping through extensive knowledge of products and services offered and applicable laws/regulations
Maintains the security and confidentiality of pertinent information and records.
Demonstrates flexibility in responding to additional duties, projects, or schedule changes as assigned or directed.
Provides trouble shooting and oversight of ITM hardware and software as needed.
Works independently and maintains knowledge of operating and security procedures to make appropriate processing decisions of more complex transactions. Develops and maintains proficiency with job related systems and equipment by attending training.
Acts as a significant deterrent for potentially fraudulent activity and losses through override authority and by observation of transactions; follows customer authentication requirements.
Responsible for providing passionate customer service while maintaining a high rate of accuracy and efficiency. Maintain a professional appearance in both dress and behavior.
Mental concentration and attention to detail is necessary for tolerating frequent interruptions.
Performs supervisory duties to include: a. Leading the interviewing process watching particularly for professional appearance and presentation onscreen b. Responsible for training new employees c. Assists in counseling and disciplining employees when necessary. d. Responsible for assisting with center opening/closing as needed.