Teller Manager
2 weeks ago
Overview:
The IVT Manager will lead the development, implementation, and update of an Interactive Video Teller (IVT) Business Plan for leadership. This role will oversee daily operations, focusing on member satisfaction, and drive key initiatives to improve the member experience.
Key Responsibilities:
- Develop and implement IVT Business Plans to drive member adoption and satisfaction
- Monitor and analyze departmental dashboards and reporting to identify trends and areas for improvement
- Collaborate with Learning and Development partners to develop and implement IVT training curriculum
- Oversee the IVT Sharepoint site and materials as the Content Keeper
- Participate in branch process and procedures committee to ensure all IVT procedures are updated and certified
- Develop journey mapping strategies for the member experience using ITMs for transactional branch needs
- Provide technology insight to branch leadership and make recommendations for upgrades/enhancements
- Actively participate in branch transformation projects and lend expertise for anticipated staffing levels for the channel
- Perform onsite coaching at branches in partnership with branch management to ensure lobby management and scripting is being followed
- Responsible for coaching and monitoring the IVT team on sales goals, service standards, referrals, and incentives paid
- Establish goals for current team members and new hires, and document employee performance as needed
- Coordinate the team schedule to ensure adequate coverage during peak hours and approve employee PTO/timesheets
Requirements:
- High School Diploma or GED - Minimum
- Bilingual in Spanish preferred
- Associate or bachelor's degree in business related field - preferred
- 4+ years in customer service, retail, call center or related experience
- 3+ years in management/leadership experience in a fast-paced, challenging, and service-oriented environment
- Outstanding leadership, management, and coaching skills
- A true passion for service, tact, superior judgment, and excellent communication skills are necessary
Work Schedule:
This is a flex/hybrid position, with part of the work week onsite at the Lake Forest office and the remainder working remotely from home.
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