Live Manager

PENAIR CREDIT UNION•Pensacola, FL

13h•$67,296 - $71,502

About The Position

The LIVE Manager enhances the financial success of members by managing a team that provides exceptional member service, recommends products and solutions, and resolves member questions and concerns through interactive teller machines. Ensures effective and efficient response time, consistent delivery of member experience, team development, and operational efficiency to achieve goals and expectations.

Requirements

Five years to eight years of similar or related experience, including preparatory experience.
A two-year college degree, or (2) completion of a specialized certification or licensing, or (3) completion of specialized training courses conducted by vendors, or (4) job-specific skills acquired through an apprenticeship program.
Excellent leadership skills.
Ability to supervise others by delegating, coaching and motivating.
Ability to manage multiple priorities.
Ability to work independently with minimal supervision.
Ability to apply judgment without hesitation in decision making situations.
Ability to develop teammates.
Ability to hold teammates accountable.
Excellent member service skills.
Working knowledge of Credit Union policies and procedures.
Demonstrate member service at expert level.

Responsibilities

Actively manage a cohesive, well-trained, and motivated staff to include performance management, staff development, and accountability.
Listen and evaluate member interactions to appropriately coach staff to provide superior member experience by confirming the team is actively listening and assessing the needs of the members and offering targeted solutions.
Ensure appropriate scheduling and resource management is maintained. Monitor intraday queue and make necessary adjustments to maximize availability for the member. Oversee team member performance to ensure adherence, availability, and key performance measures are achieved.
Monitor all department activities to ensure compliance with established policies and procedures. Accurately records and reports results. Provide coaching and feedback for improvement when needed. Collaborate with peers and other departments to ensure the end-to-end member experience is optimized.
Respond to escalated member questions and concerns and ensure follow up action is taken to maintain member satisfaction.
Evaluate and manage third party vendor relationships associated with an ITM environment to ensure maximum performance. While staying informed of current trends and technologies, develop recommendations for internal process efficiencies and enhancements to products and services.
Performs other job-related duties as assigned.