Job Summary

This position will be responsible for the success of the Video Teller team by ensuring the quality of member experience and service standards are met.  In partnership with Video Teller Managers and staff, this position will focus on strengthening internal and external relationships, interaction quality, ongoing coaching, team alignment and coordination, and goal achievement. 

Duties and Responsibilities

People Operations:

• Assist management in the hiring process of new team members.
• Provide perspective and feedback around new candidate quality, promoting the placement of goal-oriented staff with a propensity to succeed in the ITM arena.
• Continuously and proactively engage new hires to ensure adequate understanding of products, processes, systems, and procedures, while working within the lanes of role specific, benchmark guidelines
• Provide mentoring through side-by-side and silent monitoring.
• Assist with and conduct coaching sessions focused on knowledge and growth through role playing, recording review and self-discovery tools. Possess a complete understanding of metric evaluation with the focus on metric improvement and targeted action items custom to individual staff needs.
• Understand and promote a service culture to help staff achieve goals. Including creating and tracking contests and activities.
• Review, edit, and approve timecards as needed.
• Provide universal chat assistance across all Video Teller teams.
• Support manager in day-to-day team operations.

Process:

• Mastery of department and individual performance matrices and software utilized to complete monthly scorecards and to run daily reports.
• Focus on efficiency – suggest, test, and implement process and system improvements in areas such as member satisfaction, handle time, number of interactions taken, and product knowledge.
• Leverage leadership skills and positivity to maximize socialization of change.
• Assist with special account opening process, such as Power of Attorney and Trust Accounts
• Promote and support interdepartmental relationships to ensure workflows, processes, and procedures are ideal for the business, staff, and members.
• Partner with the ATM support team to troubleshoot Teller Enterprise issues and/or outages.
• Assist with end of month reporting.

Member:

• Ensure staff possess the knowledge and skillsets required to provide the exemplary service our members have come to expect.
• Focus on one call resolution and extended service plays to identify ideal product placement, maximizing financial wellbeing.
• Execute as the first line of escalation defense to ensure members’ most concerning needs are met expeditiously, leveraging end to end expertise.
• Provide session assistance to all agents when necessary to meet member expectations.
• Consistently apply a member-first, strategic mindset toward improving products, processes, and procedures to benefit members. Setting the organization apart from others and promoting growth.

and coaching new team members; as well as engaging in more complex member requests as needed.

Education and Experience Requirements:

• Associate degree or equivalent work experience.
• Two (2) years’ experience in a Financial Institution.

Required Knowledge, Skills and Abilities:

• Advanced knowledge of credit union services and products
• Ability to handle personal and confidential information in a professional manner.
• Strong ability to lead, motivate and inspire others to achieve and exceed expectations.
• Ability to make sound financial and credit decisions.
• Strength in decision making and problem resolution skills.
• Ability to communicate effectively in writing and verbally.
• Advanced system knowledge.
• Capable of effectively resolving interpersonal conflict and miscommunications.
• Capacity to multi-task and adapt to change with systems, processes, and procedures.
• Must be able to be NMLS certified.

Preferred Knowledge, Skills and Abilities:

• Bachelor’s degree preferred.
• Previous Contact Center and Customer Service experience preferred.
• Extensive CommunityAmerica experience preferred.

Physical Requirements:

• In this position, individual will be expected to lift up to 20 pounds from time to time.
• Must be able to stoop, bend, reach or stand for extended periods of time.

This job description indicates the general nature and level of work, knowledge, skills, abilities and other essential functions expected of an incumbent.  It is not intended to cover or contain a comprehensive listing of all required activities, duties or responsibilities.  An incumbent may be asked to perform other duties as required and the job description is subject to change as a result business necessity.