Job Posting for Interactive Teller Operations Supervisor at Texas Regional Bank

Position Summary

An Interactive Teller Operations Specialist provides superior quality customer service and a positive banking experience for customers through live video feed interaction. The Interactive Teller processes transactions including cashing checks, receiving and processing deposits and withdrawals, making transfers, balancing teller drawer and other assistance as requested. They ensure accurate and timely processing of transaction in accordance with established teller policies and procedures.

Principal Duties and Responsibilities

Supervise the day-to-day ATM/ITM center and fleet inventory to ensure operational excellence.

Directly manage all ATM/ITM staff to include hiring, training, scheduling, developing, evaluating and terminating of staff.

Set up cross training opportunities for the ITM staff and ensure staff is knowledgeable of the bank’s products.

Stay informed of, and ensure the satisfactory resolution of, any customer complaints related to the ATM/ITM program.

Responsible for staff compliance with bank policies and procedures.

Develop and maintain procedures related to the servicing and ongoing maintenance of the ATM/ITM fleet.

Collaborate with other Bank departments to ensure prompt resolution of issues including account reconciliation, dispute resolution.

Excellent customer service and interpersonal skills demonstrated through live video feed interaction.

Assist customers with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments and account balance inquiries.

Maintain accurate details of each transaction.

Ability to multi-task while maintaining attention to detail and operating multiple computer programs to ensure transaction integrity.

Ability to prioritize and make on-the-spot decisions regarding customer transactions, weighing customer satisfaction issues with Bank exposure to loss or fraud.

Prepare daily general ledger entries.

Assist customers/potential customers with account or product inquiries.

Balance teller drawer, verify accuracy of posted transactions.

Promote the bank’s products and services; consistently cross-sell bank products at every opportunity.

Consistently present a professional image while conveying a positive banking and customer service experience in effort to solve customer problems.

Promote and maintain positive relations with all contacts, customers and potential customers.

Responsible for ongoing research to identify system and equipment improvements and maintain knowledge of all new technology to ensure the Bank is offering the most relevant experience to its clients.

Responsible for maintaining a consistent brand image for the bank.

Provide monthly analysis reports for Senior Management with regards to overall transactions per machine and branch, average time of sessions, missed calls, break out of ATM vs ITM transactions, machine uptime and availability, and other relevant information.

Monitor video to review ITM staff performance and provide feedback.

Ensure that ATM/ITMs are in balance on a daily basis and assist with resolving any issues that arise.

Participate as a team member with other Corporate Operations initiatives and participate in the evaluation of other products or technological efficiencies.

Other Responsibilities

Support and promote the Bank vision, mission and core values, organizational structure and policies and procedures.
Must have excellent analysis, observation, and decision-making skills.
Individual should be able to work under high pressure situations and a stressful atmosphere and then should remain composed.
Comply with federal and state regulations as well as all established Bank policies and procedures.
Other duties as assigned.

Qualifications, Education and Experience Requirements

A self-starting individual who possesses the following skills: High School Diploma or G.E.D. and at least six (6) months prior experience in the retail industry.
At least six (6) months of cash handling experience
Demonstrated ability to lead, motivate and influence others; supervisory experience preferred.
Excellent interpersonal and communication skills are necessary for maintaining effective relationships with Board members, officers, employees, and members of the business and civic community.
Strong customer relations and interpersonal skills are essential.
Ability to use a personal computer and knowledge of Windows based software.
Skills should include typing, PC, 10-key calculator, and ability to handle large quantities of currency.
Good problem-solving skills and solid decision making, effective communication, prioritization and organization of work activities.
Mental concentration is necessary for handling frequent interruptions and working in a fast-paced environment.
Position can be mentally and physically stressful, requires standing for most of the workday, and requires lifting, carrying, or moving heavy boxes or bags of currency and coin weighing up to 25 pounds.
Must be able to work flexible hours as scheduled Monday through Saturday.
Must be able to be physically present in the Bank to perform job duties.
Texas Regional Bank is an Equal Opportunity Employer.

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Salary.com Estimation for Interactive Teller Operations Supervisor in Denton, TX

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Interactive Teller Operations Supervisor

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