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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 encompasses both supervisory responsibilities and the hands-on duties of a Teller Specialist, providing leadership while ensuring that staff are well-versed in products, services, and member relationship management.

Key Responsibilities:

  1. Monitor performance reports to assess progress towards organizational, departmental, and individual objectives, utilizing data to manage staffing and achieve productivity, sales referrals, and service excellence.
  2. Provide leadership and direction to the team, assigning tasks and ensuring adherence to service and referral standards while modeling exceptional member service behavior.
  3. Oversee work assignments, maintain schedules, address inquiries, and resolve issues. Assist with complex transactions and member concerns while clarifying policies and procedures.
  4. Facilitate regular team meetings to share information, gather feedback, and foster collaboration.
  5. Conduct ongoing coaching and development sessions to identify improvement areas in sales, service, and procedural knowledge.
  6. Collaborate with the Contact Center Manager to address performance issues, implement corrective actions, and follow established disciplinary protocols.
  7. Assist in preparing performance evaluations and developmental action plans for team members.
  8. Regularly assess and score staff performance to ensure high standards are met.
  9. Enhance operational efficiency by identifying and resolving issues, conducting system audits, and recommending process improvements.
  10. Provide support during member transactions as needed.
  11. Ensure compliance with operational guidelines and procedures.
  12. Maintain a high level of expertise in all Credit Union products and services, serving as a positive role model for staff.
  13. Support remote service delivery and electronic service strategies, assisting members with password resets and account access issues.
  14. Implement necessary security measures to protect Credit Union and member assets.
  15. Respond to member inquiries and process requests initiated through digital channels.
  16. Manage communication and documentation with existing and prospective members regarding account activities.
  17. Ensure adherence to Credit Union policies and procedures, addressing complex questions and resolving issues for members and staff.
  18. Maintain security protocols, including dual controls and cash handling procedures, to safeguard members and Credit Union assets.

Additional Responsibilities:

  1. Possess comprehensive knowledge of Teller Center operations to effectively coordinate daily functions and resolve issues.
  2. Exhibit professionalism and the ability to manage competing priorities while maintaining composure.
  3. Exercise discretion and independent judgment in interpreting policies and making decisions.
  4. Utilize Microsoft Office and core system software proficiently for member information access and reporting.
  5. Prepare standardized reports as required by management.
  6. Maintain an up-to-date Learning Action Plan aligned with the Performance Management System.
  7. Participate in the Supervisor Leadership Team.
  8. Perform additional duties as assigned by management.

Qualifications:

Associate's degree in business administration is preferred, along with relevant language, math, and reasoning skills. A minimum of two to five years of progressively responsible management experience, ideally within a financial institution, is required to effectively manage a full-service Teller Center.

Supervisory Responsibilities:

This position directly supervises a team of 10 to 20 employees.

Work Environment:

The role requires the ability to read small print and may necessitate color vision. Flexibility in scheduling, including occasional weekends and holidays, is essential. Frequent standing, walking, and sitting for extended periods are required, along with the ability to lift and move at least 25 pounds. The position involves repetitive tasks requiring dexterity, as well as frequent communication and problem-solving interactions with members and staff.

Access to the Credit Union's network and core data processing system is necessary, with roles assigned by the Chief Operations Officer.