Hybrid Video Teller Lead bei Associated Credit Union

Position Description                                                                                          

Department:         Retail Services

Reports to:            Branch Manager – Digital Branch / Assistant Branch Manager – Digital Branch 

Supervises:            Video Tellers

Skill Levels: Lead

Position Purpose                                                                                                

The primary purpose of this position is to assist Associated Credit Union in living out its Mission:  To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

The primary purpose of the Video Teller Lead position is to enhance the member’s experience by providing accurate, professional, and consistent service to all members with a focus on remarkable service, member satisfaction, retention, and operations. Assures that Video Tellers are trained fully and capable of using all aspects of the technology available to them. This includes assistance and education in connection with transactions and technology usage, as well as resolving problems or disputes. The Lead is also responsible for the operational aspects of balancing the Digital Branch including the proper processing of check adjustments and any VISA errors/disputes. The Video Teller Lead will supervise a team of well-trained Video Tellers that will perform these duties daily. Adheres to all credit union established policies, procedures, and overall regulatory guidelines and rules.

Essential Functions & Core Duties                                                                    

Set Tone For Experience and Culture

• Sets the tone for providing exceptional member service and experience by role modeling ideal performance with team.
• Leads by example to create an inclusive and professional environment where all team members are respected and diversity is valued.
• Displays a high level of integrity, trustworthiness, and professionalism at all times.
• Works together with Video Teller team in a united way to drive toward team success. Demonstrates genuine care for every team member, taking the initiative to assist others.
• Focuses on the success of our members, team members, and community.
• Fosters a positive can-do attitude to successfully motivate team to accomplish goals and objectives by understanding and supporting the Credit Union’s yearly strategic plan and the branch’s relationship building and service objectives.
• Performs periodic coaching by assisting Video Tellers with techniques and solutions on how to improve their member experience and referral techniques.
• Takes ownership and responsibility for decisions and actions made at the individual and branch levels.
• Delivers superior quality through sound execution and a commitment to continuous improvement.
• Constantly looks for ways to improve processes that will improve the member’s experience and communicate those ideas to Retail Services Management.
• Assumes responsibility for ensuring and performing efficient, effective, and professional Video Teller operations and functions.
• Takes ownership of member service problems and ultimate resolution.

Create Raving Fans

• Establishes rapport and builds relationships through a virtual environment.
• Proactively educates members about ACU’s products and services, while encouraging and advocating the use of ACU’s digital banking technology.
• Clearly communicates the proper use of the Video Teller while promoting the benefits of technology and ensuring a positive experience.

Maintain Operational Soundness

• Proficiently performs routine to basic transactions and tasks including but not limited to:
  1. Processes various transactions like deposits, withdrawals, loan payments, and other transactions via ITM.
  2. Accurate balances transactions on multiple platforms daily while making the member interaction seamless.
  3. Completes member requests and transactions with accuracy. Consistently provide one touch resolution for member inquiries and account maintenance activities.
  4. Minimizes risk of losses, including cash differences and other controllable losses. Verifies transactions, monitors deposit amounts, and examines documents for endorsement and negotiability. Detects and resolves discrepancies promptly.
  5. Maintains confidentiality in respect to members’ account.
  6. Completes required reports and records timely and accurately (including CTRs). 
• Maintains an advanced knowledge of Associated Credit Union’s products and services. Engage and refer other products or services to members and convert service opportunities to other business units when appropriate.
• Works together within a team environment to drive toward team success. Ensures efficient and effective branch operations by providing back-up support to the team in performing daily tasks as needed.
• Balances member service and risk management in error resolutions. Responsible for researching and responding to member or Non-ACU disputes (provisional credits) from all ACU owned ATMs/ITMs.
• Demonstrates comprehensive knowledge of all applicable credit union and branch policies, procedures, and support systems. 
• Skillfully handles and resolves difficult situation for member satisfaction within appropriate guidelines and procedures. Enlists management in successful member resolution, if necessary.
• Exercises good judgement while keeping the credit union’s financial interest in mind. Understands when to escalate a problem or situation to management for resolution.
• Maintain daily balancing reporting standards.
• Responsible for completion of morning and afternoon check adjustments. Verifying validity of items and accuracy of amounts presented. 
• Twice daily review of checking imaging for quality and possible fraud before transmission through the federal reserve system.
• Balancing of video teller and ATM work before transmissions through the federal reserve system.
• Consistent communication with ITM Balancing Team in ACU Accounting Department for outstanding provisional credits and proper execution of daily check bundles.
• Review of ATM/ITM reporting documents to effectively resolve outstanding differences.
• Works various basic reports, correspondence, and mail requests ensuring accuracy, as needed.
• Reviews individual goals during periodic coaching sessions.

Develop a Motivated and Well-Informed Staff

• Coaches and educates the team to engage, empower, and elevate in such a way to provide an awesome experience in every interaction.
• Participates in ongoing training with team in regard to member engagement, operations, products and services, and policies.
• Responsible for the growth and success of Video Teller team through ongoing training, coaching, supervision, and support of the Video Tellers and young professional apprentices.
• Provide leadership and guidance for the young professional apprentices from local high schools.
• Reviews individual goals during periodic coaching sessions.

Other Duties & Responsibilities                                                                        

• Actively participates in branch huddles, individual and group coaching/training sessions.
• Maintains current knowledge of industry trends, opportunities, channels, products, and services. Must develop a strong understanding of business processes and workflows for the business unit(s), as well as, understanding the underlying technologies supporting business functions.
• Maintains comprehensive and up to date knowledge of banking regulations related to assigned job function. Complete or ensure all audit and security policies and procedures are followed in accordance with credit union policies and Federal regulations. Complete required compliance and job specific training. Familiarity and adherence of all Bank Secrecy Act requirements including the ability to identify and properly report fraudulent and suspicious activity.
• Maintains a professional work environment and businesslike appearance.
• Participates in the Retail Services Continuing Education Program. 

Qualifications                                                                                                     

Education:  A high school diploma or equivalent is required. An Associate’s Degree from an accredited college is preferred.

Experience: One to three years of prior banking or relevant customer service experience is preferred. Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs. Knowledge of Jack Henry’s Symitar, NCR Interactive Teller solutions or any other video banking solution is a plus. Bi-lingual is desirable.

Core Competencies: 

• Leadership: the ability to bring trust, action, perspective, and focus to a team allowing the team to perform efficiently and independently. Possess a congenial attitude by being personable and tactful. 
• Member Focused:  proficient in anticipating member needs and taking the initiative to drive solutions in effective value-added ways. Courteous and professional member service attitude.
• Integrity:  operate with complete transparency, and hold ourselves to high ethical standards. Act in the best interest of our membership, staff, and community, even when no one is watching.
• Committed:  desire to make an impact in people’s lives. We develop relationships that make a positive difference in the financial lives of our members, team members, and community.
• Accountability:  ability to hold self and others accountable for achievement of key results and to persevere through challenges, setbacks, or difficulties. We own, we learn, and we improve.
• Operational Soundness:  thorough in-depth knowledge of Credit Union products and services and familiarity with Retail Services functions, policies, and procedures.
• Teaming:  ability to work well with your retail team and other business units to achieve a shared goal or outcome in an effective way. Ability to relate well with others.
• Mathematics Ability:  ability to perform basic math skills, use decimals to compute ratios and percentages, and to draw and interpret graphs.
• Communication/Interpersonal Skills:  clearly understand what the Branch Manager wants, and then articulate that to other video teller team members. Clearly explain points of view to members when unusual or complicated issues arise. Maintain good business writing skills and active listening. Ability to read and understand documents such as policies and procedures, operating and maintenance instructions.
• Time Management:  effectively prioritizes tasks to use time efficiently and attend to a broad range of activities. Ability to manage work efficiently and effectively and manage shifting priorities and carry-on through task completion.
• Attentiveness to Detail:  demonstrates keenness while exploring the issue or topic at hand as well as issues surrounding it and reasons behind it. 
• Problem Solving:  identify problems in a timely manner, research and develop alternative solutions, and resolve problems in early stages. Must be capable of breaking problems into component parts and addressing each individual issue in order to develop an appropriate thorough solution.
• Reasoning:  ability to apply common sense understanding to carry out detailed but uninvolved instructions and to deal with problems involving few variables. 
• Technical:  demonstrates strong familiarity with all of the technological offerings and the ability to educate and drive awareness of these channels to members.

General Operational Requirements:

• Work is performed largely in a pleasant office environment.
• Ability to work a flexible work schedule including mornings, evenings, weekends, and holidays.
• May be required to travel to and from other branch locations for work or training.
• Combined sitting, standing, and moving throughout the workday to accomplish tasks or engage the membership and team. 
• Must be able to bend, turn, twist, lift, and move up to 30lbs of office supplies, equipment, and coin.

Performance Metrics                                                                                          

• Member Experience 

1. Associated Credit Union brand is conveyed and maintained. Courteous and professional service to members within a virtual environment.
2. Driving member loyalty and ensuring members needs are met. (i.e. NPS Score, Member Effort Score, etc.)

• Possess adequate product knowledge by obtaining a score of 85 on the annual Product Knowledge Manual assessment.

• Branch Optimization 

1. Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards. (i.e. Average Number of Teller Sessions; Wait Time; Video Teller Transaction Cycle Time, Missed or Rejected Calls, etc.)
2. Monies are balanced and any discrepancies promptly resolved. 
3. Monitors and reports usage levels of ITMs. Required reports and records are accurate and timely.
4. Responds to any audit findings. (i.e. Internal Audit findings, operational discrepancies, etc.)

• Talent Management 

1. Celebrate successes; Catch your team doing things RIGHT.
2. Video Teller personnel are well trained and efficient, and their activities well-coordinated.
3. Video Teller development.
4. Employee churn.

• Continuing Education Program 
• Staff readiness for increased responsibilities

This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.

                                                                                                                                                                           Created: 1/21/2023