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Teller Center Operations Supervisor

2 months ago

Columbus, Georgia, United States Kinetic Federal Credit Union Full time
Job Overview

Position Title: Teller Center Supervisor

Reports To: Contact Center Manager/Operations Manager/VP – Chief Operations Officer/EVP/President-CEO

Classification: Exempt

Purpose of the Role:

The Teller Center Supervisor collaborates with the Contact Center Manager to ensure effective administration and smooth daily operations of the Teller Center. This role combines supervisory responsibilities with hands-on tasks typical of a Teller Specialist, fostering a knowledgeable and service-oriented team.

Key Responsibilities:

  1. Track and analyze reports to monitor progress towards organizational, departmental, and individual objectives, leveraging insights to optimize staffing and enhance productivity.
  2. Provide leadership and direction to the team, assigning tasks and ensuring adherence to service and referral standards.
  3. Assist with complex transactions and member inquiries, clarifying policies and procedures as needed.
  4. Facilitate regular team meetings to share information, gather feedback, and promote collaboration.
  5. Conduct coaching sessions to address performance improvement areas, focusing on sales, service, and procedural education.
  6. Work with the Contact Center Manager to identify and address performance issues, implementing corrective actions as necessary.
  7. Assist in preparing performance evaluations and development plans for team members.
  8. Review and assess team performance regularly to ensure high standards are maintained.
  9. Identify operational challenges and implement solutions, including conducting audits and recommending process enhancements.
  10. Support team members with member transactions as required.
  11. Ensure compliance with established operational guidelines.
  12. Maintain a comprehensive understanding of all Credit Union products and services, serving as a role model for exceptional member service.
  13. Empower staff with the necessary authority to fulfill their roles effectively.
  14. Support electronic service strategies, assisting members with account access and security measures.
  15. Manage member service inquiries initiated through the Credit Union's digital platforms.
  16. Facilitate communication with leadership regarding equipment maintenance and operational needs.
  17. Monitor cash usage and coordinate replenishments to maintain service efficiency.
  18. Ensure adherence to security protocols to safeguard member and organizational assets.

Additional Responsibilities:

  1. Maintain an in-depth understanding of Teller Center operations to effectively resolve employee and member issues.
  2. Exhibit professionalism and composure in managing multiple priorities.
  3. Exercise discretion and independent judgment in policy interpretation and decision-making.
  4. Utilize Microsoft Office and core systems proficiently for reporting and member management.
  5. Contribute to the Supervisor Leadership Team and undertake additional tasks as assigned.

Qualifications:

An Associate's degree in business administration is preferred, alongside relevant experience in management within a financial institution, equipping the candidate to oversee a full-service Teller Center.

Supervisory Role:

This position involves direct supervision of a team ranging from 10 to 20 employees.

Work Environment:

The role requires flexibility in scheduling, including occasional weekend and holiday hours. Physical demands include standing, walking, and the ability to lift up to 25 pounds. Frequent use of hands for tasks such as typing and data entry is necessary, along with the ability to engage in various physical movements to access supplies and equipment.

Continuous interaction with members and staff necessitates strong communication skills, problem-solving abilities, and a commitment to maintaining accuracy in all tasks.