Supervisor, Video Banker

Supervisor, Video Banker

Job Category: Member Services

Full-Time

Location: Laurel Headquarters

Description

Note: All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.

Tower is offering a $1000 Signing/Retaining bonus as of 1/20/2025.

Hours for position: Tuesday - Thursday 7:00am-5:15pm, Monday & Friday 7:00am- 6:15pm, Saturday as needed.

Hiring Range - $67,995 - $84,989

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. The position requires knowledge of Tower products and services to provide the optimum banking experience and opportunities to meet Tower Members' financial needs, in compliance with operational departments' procedures.

Principal accountabilities and functions:

1. 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.
2. Develops staff capable of servicing/referring appropriate credit union products and services to members.
3. Manages scheduling of the Video Bankers and ensures wait time for members is minimized.
4. Assists Video Bankers when necessary with complex transactions and makes exception decisions regarding member transactions.
5. Provides leadership, guidance, coaching, and training necessary to
6. Performs teller transactional duties when necessary and with a high degree of efficiency and accuracy – see Video Banker Job Description.
7. Manages the cash levels in the ITMs to ensure there is sufficient cash available, place cash orders and coordinate settlement with the armored company.
8. Conducts first line ITM trouble shooting system/hardware issues.
9. Coaches Video Bankers to provide outstanding service and identify referrals of services and products. Leverages the video recording of member sessions for coaching purposes.
10. Maintains an awareness of security risks in the areas of member identification, membership eligibility and confidentiality; ensures that staff attend required branch quarterly security training; ensures that all established security and internal controls are observed by staff.
11. Ensures that Video Banking staff completes annual regulatory training such as US Patriot Act, Bank Secrecy Act and Office of Foreign Control; ensures that required regulatory reports are timely and accurately completed.
12. Selects, trains, directs, and motivates Video Banking staff; manages multiple shifts of full time, part time and peak time staff to meet operational needs; develops staff and manages their Video Banker career path and progression plans by tracking individual progress; motivates team members to achieve individual and ITM function goals.
13. Responsible for the accounting accuracy of Video Bankers daily settlement; investigates out of balance conditions, instituting remedial action when needed.
14. Maintains a positive relationship with the Branch Managers and Assistant Managers of the branches.
15. Performs related duties when assigned.

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
• Ability 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.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.