Virtual Center Team Lead

Job Purpose This position is responsible for the leadership and management of the ITM/Virtual Teller Department to ensure a high-quality customer experience. The manager will directly supervise the Virtual Teller team and manage the fleet of Interactive Teller Machines (ITMs) across the Bank’s footprint, analyze performance metrics, implement improvement strategies, and ensure compliance with policies. Responsibilities include coaching and developing tellers, achieving team goals, resolving complex customer service and ITM fleet issues, and processing teller transactions. Job Duties Lead the ITM/Virtual Teller Department, recruiting, hiring, coaching, training, and performance monitoring. Prepare and deliver quarterly and annual reviews of direct reports. Maintain exceptional customer service levels for both the team and ITM machines, adhering to operational standards. Educate and train the team on duties, policies, and procedures. Foster a collaborative environment aligned with Peoples Bank values. Manage service levels of the ITM fleet, analyzing metrics such as call times, missed prompts, and transaction volume. Develop and implement process improvement strategies. Monitor ITM fleet throughout the workday and troubleshoot system problems. Escalate service calls and resolve issues promptly. Collaborate with the Regional Manager to set goals, monitor progress, and adjust plans. Lead meetings with internal partners and third‑party vendors. Participate in regional calls for updates and metrics. Stay current on legal, regulatory, and technology changes. Deliver superior customer service with a friendly, can‑do attitude. Maintain accurate balancing and error records. Act as the escalation point for complex customer service issues. Develop and retain the virtual customer base, greeting customers by name. Process deposits of checks and cash into savings and checking accounts, verify amounts, and examine endorsements. Maintain confidentiality of all customer business. Follow operational standards for security, risk management, and compliance. Complete all required training on bank and branch policies. Maintain knowledge of the full range of products and services offered. Perform special projects as assigned. Education, Job Skills and Qualifications Associate’s degree or equivalent work experience. Minimum 2 years of banking, financial services, or call center experience. 2‑4 years of leadership and management experience. Strong understanding of call center operations and technology. Knowledge of industry regulations and compliance standards. Strong analytical and problem‑solving skills. Exceptional communication and interpersonal skills. Ability to work in a fast‑paced, dynamic environment. Trustworthy and confidential. Positive, professional attitude and strong work ethic. Flexible schedule to accommodate extended operating hours. Team player. Readily available to travel for internal education and meetings, including overnight stays. Reliable transportation to the ITM call center. Presentable via video chat/display while maintaining Bank standards. Basic Qualifications Associate’s degree or equivalent work experience. Minimum 2 years of banking, financial services, or call center experience. 2‑4 years of leadership and management experience. Flexible schedule and reliable transportation for the ITM call center. Acceptance of travel for internal education and meetings, possibly overnight. Equal Opportunity Employer M/F/Disabled/Vet; If you are unable to complete this application due to a disability, contact View email address on click.appcast.io to ask for an accommodation, alternative application process, or other inquiries. #J-18808-Ljbffr Peoples Bank