Teller Manager

2 weeks ago

Tampa, FL, United States Tampa Bay FCU Full time

As the ITM Manager, you will be responsible for the leadership, performance, and operational success of the Interactive Teller Machine (ITM) Department. This includes managing and developing a team of ITM Agents, overseeing service levels, ensuring exceptional member experience, and maintaining accountability for the operational readiness of the ATM/ITM fleet. This role will provide strategic oversight, escalations, and decision-making for machine operations, vendor performance, workforce management, and service delivery. This role also oversees cash management processes at a departmental level and ensures full compliance with internal controls, policies, procedures, and regulatory requirements.

Job Responsibilities:

  • Responsible for meeting department service and sales goals by leading process-improvement efforts.
  • Facilitate weekly meetings and trainings, and uses tools to remove friction points
  • Manages and develops direct reports through effective hiring, training, assignment of duties, coaching, performance evaluations, and corrective action when necessary
  • Ensures staff comply with regulatory requirements, departmental standards, and organizational policies
  • Makes recommendations related to promotions, compensation, and personnel decisions
  • Oversees daily ITM call center operations and ATM/ITM fleet, monitors reports, uses data to make recommendations for improvements, and ensures uptime and balancing
  • Serves as the primary escalation point for complex member situations and ensures timely, accurate resolution that supports both member satisfaction and operational goals.
  • Reviews calls, provides ongoing coaching, and supports agents in meeting cross-sales and service expectations.
  • Identifies skill gaps and implements strategies to strengthen member engagement and overall performance
  • Monitors and analyzes operational and performance trends, prepares reports, and recommends changes to improve productivity, staffing efficiency, and service levels
  • Provides direct member support by performing ITM agent duties during peak periods, staffing gaps, or when hands-on support is required to maintain service levels
  • Ensures internal controls, security procedures, and regulatory requirements are consistently followed. Promotes adherence to organizational policies, maintains operational integrity, and reinforces the credit union's standards for service and professionalism.
Experience:
  • Two to Five years of similar or related experience, including time spent in preparatory positions
  • Previous supervisory experience preferred
  • Bilingual preferred
Education:
  • High School degree or GED
Schedule:
  • Exempt (Tuesday through Saturday)


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