Teller Center Supervisor

Kinetic Federal Credit Union•Columbus, GA

1d•Onsite

About The Position

Partners with the Contact Center Manager for overall administration and efficient daily operations of the Teller Center. This is a working supervisor role where the individual performs the duties of a Teller Specialist while also assuming responsibility for supervising Teller Center staff. The role provides appropriate leadership, ensuring staff is knowledgeable about products, services, and relationship building.

Requirements

Associate's degree in business administration preferred.
Commensurate level of language, math, and reasoning skills.
Two to five years of progressively responsible management experience, preferably within a financial institution.
Experience and knowledge necessary to manage a full-service Teller Center.
Must have a smartphone (iOS or Android) to access company applications for tasks and security purposes.
Must install and use designated apps for access control and two-factor authentication to access company systems.

Nice To Haves

Experience within a financial institution.

Responsibilities

Monitors reports to track progress toward Credit Union, department and individual goals, and uses these reports to manage staffing and achieve desired productivity, sales referrals, and service results.
Provides supervision and leadership to staff, assigns work, and directs staff to uphold referral and service expectations, demonstrating and promoting behavior that exceeds member expectations.
Assigns work, maintains work schedules, answers questions, solves problems, and assists with complex transactions, member problems, and explains policies and procedures.
Creates and conducts regular staff meetings to exchange information, receive feedback, and encourage teamwork.
Conducts frequent coaching and developmental sessions with staff to discuss areas needing improvement, including sales, service, procedural changes, and education/training.
Identifies and partners with the Contact Center Manager to address performance problems, initiate corrective actions, and follow a progressive disciplinary action plan.
Assists with the submission of timely performance plans and appraisals and effectively creates annual developmental learning action plans.
Regularly reviews and scores sessions to ensure acceptable job performance of assigned staff.
Maintains and improves operations by identifying and resolving problems, including performing system audits and analyses, and recommending and implementing approved process improvements and quality assurance programs.
Provides oversight of the team and assists with member transactions whenever the need arises.
Ensures all operational duties are performed within established guidelines.
Maintains a superior level of knowledge and procedural expertise in all Credit Union products and services, and provides staff with a positive, professional role model of member service.
Assists with ensuring all staff are granted proper authority and responsibility to carry out assigned functions.
Supports remote delivery channel and electronic service strategies to provide member service and education with excellence, including resetting passwords, challenge questions, and PINs for members according to department procedures.
Ensures staff adherence to Credit Union policies and procedures, answers difficult questions, explains specific policies and procedures, and solves complex problems for members and staff.
Ensures necessary security, including dual controls, opening and closing procedures, negotiables, and cash (when applicable), and observes safety rules to ensure maximum safety and security of members, employees, and Credit Union assets.
Communicates with Branch Leadership and Teller Center Leadership regarding the coordination of maintenance and/or repairs for existing equipment.
Monitors cash usage and coordinates cash replenishments for PTMs, adjusting cash loads as needed to ensure PTMs remain in service while also utilizing the majority of cash sent for each replenishment. Processes reports from Abrams and balances vault.
Advises the Contact Center Manager of equipment or facility needs that may enhance and/or increase efficiency.
Blocks and/or orders ATM and/or debit cards.
Places orders for member checks, as needed.
Complies with policies, procedures, guidelines, and work rules.
Monitors Member Experience Survey Results weekly and contacts members if needed.
Records Business Deposits performed through the Teller Center.
Completes SAN (Suspicious Activity Narrative) when applicable according to policies and procedures set forth by Kinetic Credit Union, in accordance with BSA/AML regulations, and turns over to appropriate parties in a timely manner.
Attends annual training on BSA/AML to remain current on any changes to these policies and procedures and remain compliant.
Responsible for completing Information Security Awareness training as directed by management.
Participates in the Community Involvement goals of the credit union and is responsible for ensuring full support and participation of staff.
Responsible for complying with GLBA, Safe Act, Regs B, D, E, CC, Z and other regulatory requirements.
Maintains thorough knowledge of the Teller Center to coordinate daily functions and resolve employee and member issues, understanding reports, audits, compliance, fraud, and loss.
Acts in an appropriate business-like manner and copes with a multitude of competing priorities while portraying a calm, confident demeanor.
Exercises discretion and independent judgment when interpreting policies and procedures, making exceptions as appropriate, and makes decisions, takes action, and accepts responsibility for results.
Uses Microsoft Office software and is comfortable using a personal computer to access core system's member information in conjunction with Teller Enterprise software.
Prepares standardized reports as directed by management.
Serves on the Supervisor Leadership Team.
Performs additional duties as directed by management.