Assistant Manager ITM

Summary The Assistant Manager, ITM supports the ITM Manager in the day-to-day operations of the Interactive Teller Machine (ITM) function. This role provides operational leadership, ensures consistent service delivery, and serves as the primary point of escalation during assigned shifts. In the absence of the ITM Manager, the Assistant Manager serves as the operational decision-maker to ensure continuity of service, risk controls, and compliance. Qualifications & Education Associates degree or a minimum of four years directly related experience Minimum three years banking, branch operations, contact center or member service experience Minimum one year of supervisory experience Knowledge of banking products, branch opening/closing procedures, branch security, business development, member support, retail banking, branch operations, banking software Remote member engagement experience Experience coaching frontline employees Job Duties Ensures daily operational activities are executed with accuracy and meet required service standards by handling complex or unusual member transactions, addressing advanced customer inquiries, and reviewing and approving exception transactions in accordance with established processes and procedures. Ensures all transactions meet legal and bank-specific regulations Approves checks within prescribed dollar limits and provides system overrides as necessary Ensures all ITM transactions comply with regulatory requirements, internal controls, and policies Reviews scanned video checks to ensure system balances align with daily reports Performs quality assurance (QA) reviews of ITM teller video sessions Identifies operational risks, processing errors, and potential fraud trends Collaborates with the Fraud department regarding suspicious activity and investigations Maintains and monitors ITM virtual cash boxes, including creation, balancing, and closure Ensures the virtual vault is appropriately stocked by monitoring cash levels and replenishment needs and reconciles the virtual vault daily and investigates discrepancies Creates and adjusts weekly schedules to ensure appropriate coverage across all ITM operating hours Engages members to identify financial needs and promotes applicable products and services Performs other duties as needed upon request by immediate supervisor Benefits This position is eligible for our annual discretionary bonus program. Some positions within the credit union also qualify for quarterly performance incentives Paid time off for vacation, personal days, and holidays 401(k) company contribution Teachers pays 100% of Dental & Vision premium Tuition reimbursement is offered to full-time employees Exclusive employee discount of 0.96% APR on credit card loans and a 1.00% APR on all other loans through Teachers The good faith range for this position is $28.50 - $34.00 hourly. This range is an estimate based on potential employee qualifications and operational needs. The salary may vary above and below the stated amounts, as permitted by applicable law. All candidates will be subject to a background check, credit check, and drug test to determine employment eligibility. #J-18808-Ljbffr Teachers Federal Credit Union