ITM Center Manager

POSITION SUMMARY

As the ITM Center Manager, you will provide hands-on leadership and oversight for the day-to-day activities and duties of the Interactive Teller (ITM) team under the direction of the Digital Banking Manager. This oversight includes all Interactive Teller delivery channels to ensure the most optimal customer experience. This role is also responsible for creating and maintaining all assigned tasks and processes related to these functions while providing direct support to the Interactive Tellers. As a representative of the Bank, you are required to present a positive and professional image at all times.

JOB REQUIREMENTS

• High school diploma or equivalent required
• Six months of previous customer service, banking, or retail experience required
• Ability to work flexible shifts to accommodate the extended operating hours of 6:45 a.m. to 7:15 p.m., Monday through Saturday required
• Experience as an Interactive Teller preferred

COMPETENCIES

• Possess excellent organizational, planning and assessment skills
• Possess superior time management skills
• Possess a desire to lead and develop people
• Ability to multi-task while maintaining quality customer service
• Demonstrated ability to work independently, and with others, in a fast-paced environment
• Possess leadership, staff development, team building, team leadership and motivational abilities
• Ability to be a confident, efficient communicator and presenter
• Possess a strong work ethic and be self-motivated
• Possess superior knowledge of bank products and services with the ability to professionally explain the products/services
• Possess superior presentation and interaction skills with the ability to perform on camera in a consistently professional manner
• Ability to make quick and quality decisions independently
• Ability to efficiently and independently work a video teller station
• Ability to listen and identify the needs and wants of the customer

DUTIES AND RESPONSIBILITIES

• Successfully complete all training programs required for the Interactive Teller position including ITM software/system training, Horizon Teller training, teller transactions, customer service standards, procedures, and other applicable systems training
• Continuously identify/execute any cross-selling opportunities for the customer while maintaining a strong, working knowledge of all bank products and services
• Conduct customer and bank transactions with accuracy, efficiency and professionalism, meeting the high-quality service delivery standards of the Bank
• Manage the review, completion and communication of QAs and stat review for the ITM Center team
• Manage the operations of the ITMs by managing cash levels and overall maintenance of each terminal
• Manage the recording, communicating and coaching day-to-day and monthly statistics on both personal and group levels for the ITM Center
• Create and deliver ITM training programs and update content as needed
• Work closely with the Digital Banking Manager and ATM group to resolve technical issues for ITMs
• Escalate customer impacting, technical, or staffing issues to the Digital Banking Manager
• Maintain team key performance indicators (KPIs) including, but not limited to, abandon rate, average speed of answer, and quality control results to ensure levels are being met to the Bank's standard
• Lead and develop a high-performing team to consistently deliver exceptional service by assisting customers with their banking needs across multiple channels, while proactively identifying and acting on referral opportunities during every interaction
• Manage staffing and scheduling needs for ITM center, create and update the ITM Center schedule and make decisions on time-off requests based on ITM volume forecast
• Assist the Digital Banking Manager with vendor issues and support cases
• Work closely with IT department to oversee the TellerNow platform and to track customer impact and results
• Address performance or service level issues as they arise, and coach to the expected improvements, escalating to the Digital Banking Manager when necessary
• Assist other agents in answering incoming calls, as needed
• Protect all customer and bank information at all times, adhering to customer privacy and information security policies
• Maintain branch security standards
• Evaluate existing training materials and processes, identifying opportunities for improvement and implementing enhancements to drive efficiency and consistency
• Monitor and assess the effectiveness of training programs and process changes, adjusting as needed to ensure desired outcomes are achieved
• Revise and create, as necessary, defined processes for improvement in the ITM Center
• Collaborate with leadership to identify training gaps and performance trends, using data-driven insights to inform future training strategies
• Research, develop and implement employee engagement activities to acknowledge and encourage desired behaviors
• Select and develop team members by leveraging individual strengths to build a highly productive team
• Deliver effective employee onboarding and support ongoing training and development aligned with both employee growth and organizational needs
• Facilitate cross-training and professional development to enhance team capabilities and continuity
• Empower team members to strengthen confidence, job knowledge, and communication skills, and identify, discuss, and support career and promotional development opportunities
• Provide ongoing coaching, mentoring, and timely feedback to team members through continuous, two-way communication
• Establish clear expectations, goals, and timelines while collaborating with the team toward shared objectives
• Foster a culture of continuous improvement and accountability
• Actively listen to feedback and address issues or conflicts in a timely and constructive manner
• Review and approve timecards and benefit time for direct reports, ensuring appropriate staffing and coverage
• Conduct regularly scheduled one-on-one meetings with direct reports
• Ensure job descriptions remain current and accurately reflect assigned duties, required skills, and experience to support effective staffing and recruitment
• Maintain compliance with regulations and bank policies and procedures, including the Bank Secrecy Act (BSA) and the Office of Foreign Assets Control (OFAC) requirements
• Consistently support, uphold and model the organization's core values and standards
• Complete other duties as assigned as determined by management to be reasonable and beneficial

PHYSICAL REQUIREMENTS

This position operates in a professional office environment. You will be stationary at a workstation, frequently operating a computer. While performing the duties of this job, the employee is regularly required to communicate effectively with customers via video. Regular use of email and a chat function for communication is essential in communicating with employees and managers. Must be able to accurately gather and process verbal and written information and properly inspect documents via video. Good manual dexterity is needed for the frequent use of a computer terminal. Occasional travel may be required.