Virtual Center Team Lead

About the role

This position is responsible for the leadership and management of the ITM/Virtual Teller Department to ensure a high-quality customer experience. Will directly supervise the Virtual Teller team and the management of the fleet of Interactive Teller Machines (ITMs) across the Bank’s footprint. Will analyze performance metrics of team and fleet, implement strategies for improvement while ensuring compliance with policies and procedures. Will be responsible for the achievement of team goals by coaching and developing both new and experienced tellers, teaching new skills, expanding knowledge and creating extraordinary client experiences.

Responsibilities

• Responsible for the leadership and management of the ITM/Virtual Teller Department.
• Duties include recruiting, hiring, coaching, development, training and performance monitoring and feedback including disciplinary action when applicable.
• Responsible for the preparation and delivery of quarterly and annual reviews of direct reports.
• Will ensure exceptional customer service levels by both the team and the ITM machines, while adhering to operational standards.
• Ensure proper education and training of team on expected duties and policies and procedures including timely updates as they occur.
• Will be responsible for ensuring a collaborative working environment for team in alignment with Peoples Bank culture and values.
• Management of the overall service levels of the fleet of ITMs across the Bank’s footprint in collaboration with the operations specialist.
• Will be responsible for the analysis and review of team and fleet metrics that include call times, missed call prompts, and transaction to ensure effective operations of department.
• Analyze department and fleet data and service levels to identify patterns of effectiveness or improvements required. Define strategies and provide recommendations for process improvement to enhance efficiency and customer service levels.
• Responsible for consistent monitoring ITM fleet throughout workday. Will maintain effective knowledge of ITM fleet to troubleshoot system problems. Responsible for service call escalation as needed to provide timely resolution.
• Must ensure prompt follow up to avoid down times that effective customer service.
• Will work in conjunction with Regional Manager to set goals, monitor progress, and make necessary adjustments to achieve exceptional results.
• Will lead and facilitate meetings with internal partners and third-party vendors.
• Attend regional calls to provide updates and metrics related to the department.
• Remain current on changes with the legal, regulatory and technology environments.
• Will ensure the team delivers superior customer service with a friendly demeanor, can-do attitude, and willingness to help at all times through the Interactive Teller Machine Virtual Center.
• Develop and retain the virtual customer base, greet customers by name and have knowledge of account ownership.
• Will deliver efficient results by addressing client needs with minimal wait times.
• Receive checks and cash virtually for deposit to savings and checking accounts, verify deposit amounts, and examine checks for endorsement and negotiability.
• Maintain confidentiality of all customer business.
• Follow operational standards regarding security, risk management, and compliance.
• Complete all required training for bank and branch policies and procedures.
• Maintain effective working knowledge of the full range of products and services offered.
• Will perform special projects as assigned.

Qualifications

• Associate’s degree or equivalent work experience required
• 2 or more years of banking/financial services/call center experience required
• 2 to 4 years of leadership and management experience required
• Strong understanding of call center operations and technology
• Knowledge of industry-specific regulations and compliance standards
• Strong analytical and problem-solving abilities
• Exceptional communication and interpersonal skills
• Ability to work in a fast-paced and dynamic environment
• Trustworthy and confidential behavior is essential in this role
• Positive and professional attitude
• Punctual, present, and excellent work ethic at scheduled time(s)
• Will be expected to work flexible schedule to accommodate the extended operating hours and business needs of the ITM Virtual Center
• Reliable transportation to arrive to and from ITM call center
• Must be able to travel to attend internal education and meetings which in some circumstances may include overnight stay

Skills

• Strong analytical and problem-solving abilities
• Exceptional communication and interpersonal skills
• Ability to work in a fast-paced and dynamic environment
• Trustworthy and confidential behavior is essential in this role
• Positive and professional attitude
• Punctual, present, and excellent work ethic at scheduled time(s)
• Will be expected to work flexible schedule to accommodate the extended operating hours and business needs of the ITM Virtual Center
• Reliable transportation to arrive to and from ITM call center
• Must be able to travel to attend internal education and meetings which in some circumstances may include overnight stay

Benefits

• 401(k) retirement plan with an employer match
• Employee stock purchase plan
• Variety of education assistance programs such as student loan and tuition paydown/reimbursement
• Paid vacation, holidays

Pay

Commensurate with experience.

Schedule

Flexible schedule to accommodate the extended operating hours and business needs of the ITM Virtual Center.