Personal Teller Supervisor

Financial Partners Credit Union•Downey, CA

About The Position

Financial Partners Credit Union, recognized as a Top Workplace by USA Today, the Orange County Register, and the Los Angeles Times, and named one of the Best Credit Unions to Work For by American Banker and one of the Best Credit Unions in California by Forbes, is seeking a service-driven leader to join our team as a Personal Teller Center Supervisor. In this role, you will lead a team of Personal Tellers who provide convenient, responsive service to members through NCR Personal Teller Machines. The Personal Teller Center Supervisor is responsible for coaching team members, managing performance, and ensuring the center consistently delivers a high-quality member experience. This position focuses on developing both individuals and the team through structured coaching, performance management, and operational improvements while achieving key performance indicators such as service levels, average wait time, and member satisfaction.

Requirements

Associate’s degree (A.A.) from a two-year college or technical school required, or an equivalent combination of education and experience.
Minimum of two years of related experience in a customer service or call center environment.
Ability to work independently and exercise sound judgment in employment decisions, disciplinary actions, and policy exceptions.
Strong analytical skills with the ability to interpret and analyze contact center data and performance metrics.
Excellent verbal and written communication skills with the ability to communicate effectively across all levels of the organization.
Strong presentation and leadership communication skills.

Nice To Haves

Bachelor’s degree preferred.
Previous supervisory or leadership experience in a similar environment preferred.
Experience with Jack Henry services including Symitar and Synapsys preferred but not required.
Knowledge of workforce management principles and forecasting preferred.

Responsibilities

Lead, coach, and motivate a team of Personal Teller Center representatives to achieve individual and department performance goals.
Create and implement individual and team development plans that strengthen service skills, product knowledge, and operational performance.
Conduct regular one-on-one meetings and team meetings to provide feedback, communication, and performance coaching.
Conduct quarterly and annual performance reviews.
Address performance issues and carry out disciplinary actions when appropriate.
Utilize quality management tools to monitor session quality, service standards, and sales initiatives.
Analyze Personal Teller Center data and performance metrics to identify trends and operational gaps affecting service levels or productivity.
Monitor and support key performance indicators including service levels, average wait time, and member satisfaction.
Exercise sound judgment when addressing escalated member service issues and provide solutions consistent with credit union policies.
Participate in workforce management activities to ensure appropriate staffing levels to meet member demand.
Maintain a current understanding of credit union policies, procedures, and operational guidelines.
Ensure team members complete required compliance and development training within established deadlines.
Provide recommendations to management on improving operational efficiency and the member experience within the Personal Teller Center.
Review resumes of potential candidates and participate in the interview process.
Stay informed of industry trends and emerging technology within the credit union and banking environment.
Support initiatives that enhance service delivery through technology and process improvements.