ITM - Live Teller Connect Supervisor - Full Time - Onsite (AK, AZ, CA, NV, WA)

The Live Teller Connect Team Supervisor reports directly to the AVP Virtual Region (MRC & LTC).

Under limited supervision, the primary role of the LTC Supervisor is to assist in running the day-to-day operations of the ITM’s (Interactive Teller Machines) and LTC Department.

This position assumes management responsibilities in the absence of a AVP Virtual Region (MRC & LTC) and acts as back-up for the MRC Supervisor as needed.

The LTC supervisor supports leading the Live Teller Connect Representatives' Sales Performance and Member Experience.

Responsible for providing approvals and overrides for team members, filling in for Management to adhere to processes and guidelines, lowering levels of member complaints, sound decision-making, personalized member service, and cross-selling using referrals to support production goals.The LTC Supervisor also ensures that team members follow compliance standards when processing member transactions accurately and efficiently to meet service objectives.

Additional responsibilities include and is not limited to, processing QC reports, Daily workflow schedule, daily quick starts, completing Conversation Matter frameworks Observations, monthly scheduling, approving transactions, overseeing sales performance and providing feedback.

This role will assist with training, coaching, development, recruitment process (interview and selection) onboarding new team members, system testing, daily balancing, error resolution, researching member transactions discrepancies, addressing member complaints, and monthly audits.

In addition to Supervisory tasks, LTC Supervisor is also responsible for their own performance which includes, but not limited to cross selling all Credit Union products and services to meet
Minimum Performance Standards.

This includes core/non-core referrals such as investment services, mortgages, ancillary products, and the automotive buying service.

The LTC Supervisor will need to be able to perform Live Teller Representative duties with higher Transaction Guideline limits proficiently while also capable of opening and closing the LTC office.

 

Responsibilities: 


* Plan, organize, assign, and monitor workflow of the LTC Representatives area to ensure the effective delivery of products and services.

Responsible for scheduling and ensuring proper ITM 
staffing coverage, schedule adherence, reporting, resolving escalated issues and projects as assigned.

Together with management establish annual goals consistent with strategic CU plans.

Guide staff activities toward the attainment of the LTC department sales goals.


* Develops staff by providing continuous training and opportunities for growth; coaches, counsels and mentors staff to enhance service, sales, and performance results.

Fosters an environment for 
employee empowerment.

Ensures all assigned compliance training for the team is completed on time


* Ensure ITM machines are working properly.

Work with Branch office and ...