ITM Center Manager

Bank of Tennessee•Johnson City, TN

11d

About The Position

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.

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

Nice To Haves

Experience as an Interactive Teller preferred

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