ITM - Live Teller Connect Supervisor - Full Time - Remote (AZ, CA, NV, WA)

Nuvision Federal Credit Union

21h•Remote

About The Position

The Live Teller Connect Team Supervisor reports directly to the AVP Virtual Region (MRC & LTC). This role is primarily responsible for assisting in the day-to-day operations of the ITM’s (Interactive Teller Machines) and the Live Teller Connect Department. The supervisor assumes management responsibilities in the absence of the AVP Virtual Region and acts as a backup for the MRC Supervisor when needed. Key aspects of the role include leading Live Teller Connect Representatives' sales performance and member experience, providing approvals and overrides, ensuring adherence to processes and guidelines, reducing member complaints, making sound decisions, delivering personalized member service, and cross-selling to meet production goals. The supervisor also ensures team members comply with standards for accurate and efficient transaction processing to meet service objectives. Additional duties encompass processing QC reports, managing daily workflow schedules, conducting quick starts, completing Conversation Matter frameworks Observations, monthly scheduling, approving transactions, overseeing sales performance, and providing feedback. This position also involves assisting with training, coaching, development, the recruitment process (interview and selection), onboarding new team members, system testing, daily balancing, error resolution, researching member transaction discrepancies, addressing member complaints, and monthly audits. Beyond supervisory tasks, the LTC Supervisor is expected to meet Minimum Performance Standards by cross-selling all Credit Union products and services, including core/non-core referrals such as investment services, mortgages, ancillary products, and the automotive buying service. The supervisor must also be proficient in performing Live Teller Representative duties with higher transaction guideline limits and be capable of opening and closing the LTC office.

Requirements

3+ years progressive branch/Department operations experience in a Credit Union or financial services industry, including a minimum of 1 year Team Lead experience in financial operations with direct reports, loan experience and applicable regulatory
Solid Knowledge of all depository and loan products, knowledge of branch operations in a financial institution, share insurance and regulations.
Solid knowledge of all applicable Federal, State and NCUA regulations
Strong work ethic, sound judgment and solid decision-making skills
Proficiency in MS Word, Excel, PP, Outlook and SharePoint, if internal
Ability to build relationships.
Able to interface and communicate with a diversified workforce, all levels of staff and management.
Critical thinking skills, able to resolve problems independently, excellent organization skills, and be accountable, able to work in a fast paced, dynamic environment, willing to work flexible hours and fill in where needed.
Ability to analyze and solve problems relative to member service needs and handle escalated calls/issues
Demonstrated ability to identify and recruit for member service talent and skills as well as developing, coaching and motivating team
Courtesy, tact, and diplomacy are essential elements of the job. Work involves much personal contact with others inside and outside of the organization
Able to manage multiple priorities and meet deadlines
Strong interpersonal and consulting skills.
Excellent written and verbal communication skills
Ability to compose and provide reports either through Excel or Prism
Proficient data entry, ten-key calculator, cash counting and math skills. Detail-oriented.
Ability to continuously learn and maintain up-to-date knowledge of Credit Union products and services
Subject matter expert in remote delivery channels and to discuss these channels with members.
Exceptional time management with ability to coordinate, manage and guide multiple priorities and projects simultaneously and effectively through to completion.
Capable of working under pressure and with frequent interruptions.
NMLS Registered
Two-year college degree, work equivalent or equivalent related specialized course of study or program

Nice To Haves

3+ year’s Senior Teller / Supervisor experience in a Credit Union or financial services industry.
2+ years’ experience with Nuvision as a Team Lead, regulatory compliance with direct reports
Notary
Medallion Stamp Certified
Bilingual preferred

Responsibilities

Plan, organize, assign, and monitor workflow of the LTC Representatives area to ensure the effective delivery of products and services.
Responsible for scheduling and ensuring proper ITM staffing coverage, schedule adherence, reporting, resolving escalated issues and projects as assigned.
Together with management establish annual goals consistent with strategic CU plans.
Guide staff activities toward the attainment of the LTC department sales goals.
Develops staff by providing continuous training and opportunities for growth; coaches, counsels and mentors staff to enhance service, sales, and performance results.
Fosters an environment for employee empowerment.
Ensures all assigned compliance training for the team is completed on time
Ensure ITM machines are working properly. Work with Branch office and IT to resolve any issues pertaining to the physical ITM and associated software.
Provides quick turn around and professional responses to escalated and/or complex and sensitive service issues.
Uses sound judgment when investigating and resolving service matters, while striving to obtain an equitable resolution and assure a high degree of member satisfaction.
Provides approvals and overrides as needed.
Assists the LTC department in achieving goals through needs-based referrals, both personally and by training and coaching the staff to help ensure they and the ITM team members achieve MPS.
Also leads morning huddles and evening results debriefs.
Conducts all daily, weekly, monthly, and quarterly operational, transactional and compliance audits and submits final reports to Management.
Responsible for completing and reviewing Incentive and QC reporting
Monitor and maintain the physical appearance of the Department consistent with Credit Union guidelines.
Open and/or close LTC department as required by LTC department operations schedule.
Perform all required operational and procedural duties, consistent with Credit Union guidelines, related to opening and/or closing the LTC department
In the absence of AVP Virtual Region (MRC & LTC) and/MRC Supervisor, supports as back-up as authorized
Provides and delivers performance feedback and evaluations, makes recommendations related to personnel decisions.
Assists with the development of action plans, and recruiting recommendations.
Takes complete ownership of every interaction whether it requires a call back or extended research.
Participates in special projects as directed by management.
Ensures execution of sales/retail environment; ensures accurate and consistent tracking of sales and marketing programs
Represents the Credit Union in a positive and professional manner
Other related duties as assigned