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The Video Teller Manager is responsible for increasing member satisfaction, loyalty, and retention by developing and coaching Member Relationship Specialists in the Contact Center to deliver excellent service and sales results.

Expected Outcomes

• Service levels, quality standards, and sales goals are achieved by Contact Center Member Relationship Specialists through effective leadership, motivation, and empowerment.
• Service and sales performance is achieved through regular monitoring, evaluation, and identification of areas for improvement and recognition.
• Proper staffing levels are achieved through accurate resource scheduling.
• Employees’ professional growth and development is elevated through day-to-day direction, coaching, training and development.
• Decisions are based on data.
• Member experience and profitability is strengthened through the implementation and promotion of service efficiency and quality initiatives and the fostering of a service to sales culture.
• Compliance with BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP) is attained by keeping Contact Center staff informed and updated on all promotions, products, services, and policies.

Capability Requirements

• Associate’s degree in Business Administration, finance or related field or related experience required.
• Minimum of five years’ experience in a sales and customer service environment, with three years of supervisory experience.
• A combination of three to five years’ experience in the following areas, contact center, process improvement and staff development.
• Professional well developed written and interpersonal communication skills.
• In-depth knowledge of PTM systems.
• Ability to lead individuals and teams toward high performance in a collaborative manner.
• Basic mathematical skills, including the ability to perform interest, pay-off, dividend and certificate penalty calculations.
• Basic to intermediate knowledge in Microsoft Office applications.

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Why Join Us?

• Growth Opportunities: We invest in your professional development with training and career advancement programs.
• Innovative Environment: Be part of a team that embraces technology and innovation.
• Community Impact: Work for an organization that values community involvement and making a difference.
• Work-Life Balance: Enjoy a supportive work environment that values your well-being.