Supervisor, Video Banker

Summary Of Position

This position is responsible for supervising and coordinating the daily function and operations of the Video Banking staff and system to ensure the delivery of effective and professional service to Members. The Video Banking Supervisor ensures that established security and internal controls are observed by staff and monitors cash needs for the ITMs to maintain appropriate levels.

Principal Accountabilities And Functions

• Supervises, trains and evaluates the Video Banking team, and coordinates the daily operations of the Video Banking staff to ensure professional and efficient service to members;
• Responsible for the accurate transaction processing and delivery of exceptional service to members and non-members;
• Develops staff capable of servicing/referring appropriate credit union products and services to members;
• Manages scheduling of the Video Bankers and ensures wait time for members is minimized;
• Aids Video Bankers when necessary with complex transactions and makes exception decisions regarding member transactions;
• Provides leadership, guidance, coaching, and training necessary to
• Perform teller transactional duties when necessary and with a high degree of efficiency and accuracy – see Video Banker Job Description;
• Manages the cash levels in the ITMs to ensure there is sufficient cash available, place cash orders and coordinate settlement with the armored company;
• Conducts first line ITM trouble shooting system/hardware issues;
• Coaches Video Bankers to provide outstanding service and identify referrals of services and products. Leverages the video recording of member sessions for coaching purposes.

Required Qualifications

• Associate’s degree in business administration or a related field;
• Three to five years’ progressively responsible experience in a financial institution providing a full array of financial products to customers;
• One to two years successfully demonstrated supervisory experience
• Or, an equivalent combination of education and experience.

Competencies

• Excellent customer service skills and a sincere desire to help members meet their financial service needs and goals;
• Excellent written and verbal communication skills;
• Ability to troubleshoot routine computer and ITM malfunctions;
• Ability to provide explanation or instruction in one-on-one situations with members or employees;
• Ability to apply basic accounting rules to daily branch and cash reconciliation;
• Ability to determine needs and recommend solutions to members;
• Ability to sit for long periods of time;
• Ability to work in a fast paced environment;
• Ability to skillfully resolve controversial or delicate matters;
• Ability to provide constructive feedback to others;
• Ability to motivate others to take action;
• Ability to respond to sensitive inquiries and complaints;
• Ability to facilitate group discussion and gain consensus;
• Ability to maintain sensitive and confidential information;
• Ability to operate Microsoft Office Applications (Word, Excel) to create and format word processing, spreadsheet documents and reports, and to grasp the ITM technology;
• Ability to read and interpret policy and procedure manuals, governmental regulations, legal documents and reports;
• Able to take and follow instructions;
• Able to prioritize diverse job assignments and meet established deadlines;
• Able to get along with colleagues and supervisors;
• Ability to be flexible with schedule and duties;
• Has knowledge of and adheres to credit union policies and procedures and all regulations related to the Bank Secrecy Act, the USA PATRIOT Act and OFAC.

Working Conditions

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment;
• Ability to lift up to 15 lbs. with or without assistance;
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate
• Full Time, Video Banking Schedule and/or flexible as needed;
• Location: Laurel Headquarters