ITM Supervisor

BankPlus Job Opportunity

At BankPlus, we strive to add value for our employees, customers and shareholders. We are a high-performing team committed to fulfilling promises, building lasting relationships, and making dreams come true. All current employees must have a performance rating of Outstanding or High-Performing to be eligible to post for a position.

General Position Scope:

Responsibilities focus on providing management and oversight for ITM workgroup. Oversees the day-to-day functions of the ITM department.

Duties and Responsibilities:

• Functions as ITM System Administrator; serves as backup to Customer Service Center Supervisor; monitors and supports all areas of technology associated with the ITM workgroup; builds partnerships with internal and external customers and vendors.
• Provides and ensures all team members provide the best possible service to all customers (internal and external).
• Communicates daily team goals and progress on projects and team objectives; identifies scheduling and staffing needs; handles customer complaints and resolves customer problems; handles after-hours employee calls and issues as they arise.
• Develops and executes training plans for all ITM agents.
• Determines hiring decisions of new employees and conducts ongoing evaluations of employees' performance, including all ITM agents.
• Manages the efficient, effective, and accurate performance of relationship banker functions processed using the ITM; supervises the balancing of daily transactions and verifies cash totals; investigates and resolves out-of-balance conditions.
• Ensures optimal service level performance through scheduling and real-time adherence monitoring.
• Researches and implements tools and methodologies, which improves efficiency and increases customer (internal and external) satisfaction.
• Backs up the ITM Reconciliation Specialist for completion of daily ITM cash reconciliation.
• Maintains a thorough knowledge of Bank products, services, policies, procedures and appropriate regulatory issues as related to daily job functions including but not limited to: Bank Secrecy Act; Privacy Act; Fair Lending Act; Regulation E, etc. Complete required compliance training and adhere to the Bank's standard of conduct.
• Maintains and updates business resumption and continuity plan for the ITM department and disaster recovery testing, which includes the ATM, teller transactions, etc.
• Performs other duties as assigned.
• Participates in the bank's High-Performance Rewards Connections program.
• Makes referrals to the Mortgage Center and Wealth Management.

Position Requirements:

• Bachelor's Degree preferred
• Four (4) or more years of similar or related experience in Call Center or Supervisor role
• Direct dealings primarily with internal and external customers, as needed
• General computer and typing experience with Microsoft Office Suite, to include Excel, Word, and Outlook
• Excellent verbal and written communication skills
• Extensive reading as needed
• Work outside of regular business hours, as deemed necessary
• Ability to make difficult decisions and handle multiple tasks with daily deadlines

BankPlus is an Equal Opportunity Employer and does not discriminate in hiring or employment on the basis of race, color, religion, national origin, citizenship, gender, marital status, sexual orientation, age, disability, veteran status, or any other characteristic protected by federal, state, or local law. We maintain a drug-free workplace and perform pre-employment substance abuse testing.