Personal Teller Center Coordinator

VANTAGE CREDIT UNION•Weldon Spring, MO

46d•Onsite

About The Position

Assists Personal Teller Manager and Assistant Manager with overall daily management of Personal Teller Center operations and agents to ensure accuracy, service quality and efficiency, referral and cross-sell opportunities, account and loan growth, and deepen member loyalty. Assist with coaching and training current and new agents to ensure operation accuracy and achievement of service standards. In real time, virtually processes member transactions including, but not limited to, deposits, payments, transfers, and withdrawals from a remote location by means of the Personal Teller Machine (PTM) system. Ensures that proper identification and endorsements are obtained for all transactions. Develops and maintains a thorough understanding of the hardware, software/applications, and processes that comprise Personal Teller Center functions and services, including but not limited to: our core transactional system, Teller Enterprise, PTMs, balancing and accounting processes, reporting, imaging and CRM applications, etc. Adheres to security, audit, compliance, and personnel requirements. When appropriate, takes advantage of cross-sell and referral opportunities, and provides members with solutions to financial questions/issues. Exhibits professionalism when answering member phone calls, emails, and other forms of electronic contact; consistently provide exceptional member service. Meets or exceeds individual service levels, productivity, and quality standards. Assist in facilitating daily team huddles, meetings, and training sessions to reinforce priorities, performance expectations, and culture. Support PTM/ATM Processes and general ledger reconciliation activities. Assist with vendor coordination and issue resolution related to PTMs, including machine faults, cash replenishment support, reboots, ticket follow-ups, and signage updates, as directed by the Manager and Assistant Manager. Performs other individual and/or team tasks as assigned by the Personal Teller Manager or Assistant Manager and Assistant Vice President of Growth & Digital Strategy, and/or Chief Growth and Revenue Officer.

Requirements

Excellent math/analytical ability.
Sales ability and cross-selling skills.
Proficiency in Microsoft Office, ability to use 10-key, and be willing to learn other programs and applications as needed.
Can comfortably discuss member transactions, and credit union products and services via the remote PTM platform.
The position requires being comfortable, professional, and friendly on camera with members.
Be a positive team player who appreciates working with a unified team, values appropriate feedback, input, and guidance from others, and shares ideas.
Have effective communication and listening skills, possess above-average written and verbal communication skills (including correct spelling and proper grammar usage), and comfortably deal with members, employees, and external vendors.
Be sensitive to executive protocol, able to recognize and deal with different personalities in a positive manner and have a high degree of poise and tact as a visible representative of the support departments, and ultimately, the credit union.
Able to motivate staff and keep things positive and team-oriented, while having the capacity to effectively organize and prioritize work.
Integrity and high moral responsibility.
Professional appearance and demeanor.
Analytical ability, with the incisiveness to ask discerning questions.
Possess the ability to evaluate each situation as its own and think outside the box for solutions.
Willing to put in the time necessary to get the job done.
Be flexible and have a strong ability to adapt to changing situations.
Possess a high school diploma or equivalent.
Ability to work retail and extended hours, including evenings and Saturdays, on a rotating schedule. Retail hours are subject to change.

Nice To Haves

At least one year of supervisory experience is preferred.
Two or more years of job-related experience in a financial institution (Credit Union or Bank)

Responsibilities

Assists Personal Teller Manager and Assistant Manager with overall daily management of Personal Teller Center operations and agents to ensure accuracy, service quality and efficiency, referral and cross-sell opportunities, account and loan growth, and deepen member loyalty.
Assist with coaching and training current and new agents to ensure operation accuracy and achievement of service standards.
In real time, virtually processes member transactions including, but not limited to, deposits, payments, transfers, and withdrawals from a remote location by means of the Personal Teller Machine (PTM) system.
Ensures that proper identification and endorsements are obtained for all transactions.
Develops and maintains a thorough understanding of the hardware, software/applications, and processes that comprise Personal Teller Center functions and services, including but not limited to: our core transactional system, Teller Enterprise, PTMs, balancing and accounting processes, reporting, imaging and CRM applications, etc.
Adheres to security, audit, compliance, and personnel requirements.
When appropriate, takes advantage of cross-sell and referral opportunities, and provides members with solutions to financial questions/issues.
Exhibits professionalism when answering member phone calls, emails, and other forms of electronic contact; consistently provide exceptional member service.
Meets or exceeds individual service levels, productivity, and quality standards.
Assist in facilitating daily team huddles, meetings, and training sessions to reinforce priorities, performance expectations, and culture.
Support PTM/ATM Processes and general ledger reconciliation activities.
Assist with vendor coordination and issue resolution related to PTMs, including machine faults, cash replenishment support, reboots, ticket follow-ups, and signage updates, as directed by the Manager and Assistant Manager.
Performs other individual and/or team tasks as assigned by the Personal Teller Manager or Assistant Manager and Assistant Vice President of Growth & Digital Strategy, and/or Chief Growth and Revenue Officer.