Digital Services Supervisor

Salary Min

Salary Max

Overview

The Digital Services Supervisor is responsible for delivering accurate, professional, and solution-focused service to members via Interactive Teller Machine and other digital channels. Key duties include overseeing the day-to day operations of the ITM Operator and Digital Services Support Specialist as well as processing member transactions, providing information about credit union products and services, and conducting account research. The role requires maintaining up-to-date knowledge of and adhering to security procedures and internal controls.

Responsibilities

Member Service & Support

• Displays professionalism in handling member transactions using the ITM to perform a range of banking services including deposits, loan payments, and transfers; transacts cash or check withdrawals; and any other service within their authority.
• Resolves member issues effectively over the phone, through written correspondence, and ITM video chat.
• Works with members to resolve potential problems and create a positive member solution.
• Delivers assistance in a safe and secure manner, knowing the member and the depth of their relationship.
• Has authority to permit availability of funds for checks up to the appropriate limit without further approval.
• Maintains a professional appearance and demeanor at all times when interacting with members, ensuring a polished and approachable presence that adheres to corporate policy and reflects the organization’s commitment to excellence.

Financial Guidance & Product Promotion

• Professionally and proactively helps members in achieving their financial objectives with guidance and advice.
• Understands members’ needs and professionally promotes appropriate credit union products and services.
• Continuously develops and maintains comprehensive knowledge of Palmetto Citizens products and services to confidently assist members and recommend appropriate solutions.
• Enhances member service usage of Palmetto Citizens products.

ITM Monitoring & Technical Support

• Monitors ITM systems to confirm they are operational, promptly reports any malfunctions or service disruptions, and coordinates with technical teams for resolution.
• Identifies and resolves common ITM issues and performs basic troubleshooting.
• Coordinates with other departments and/or vendor partners to troubleshoot and resolve technical issues.

Leadership & Team Support

• Provides guidance, training, and mentoring to associates, ensuring they adhere to policies and procedures while also fostering their knowledge of products and services to better assist members.
• Ensures that all transactions are conducted in compliance with regulatory and security requirements to protect member information.
• Fosters a collaborative and motivated team environment that encourages continuous improvement.
• Acts as a backup to both the ITM Operators and Digital Solutions Support Specialists.

Qualifications

• 3 years of supervisory experience is required.
• 3 years of cash handling and customer service experience required, preferably in a retail banking or credit union setting.
• High School Diploma or GED is required, college degree preferred.
• Effective communication skills, both verbal and written, with a focus on customer service and the ability to present information effectively and efficiently.
• Strong organizational skills and attention to detail.
• Ability to handle multiple inquiries and issues in a fast-paced environment with an emphasis on accuracy.
• Ability to work collaboratively across departments and with external vendors.
• Bilingual candidates a plus.

Palmetto Citizens is an Affirmative Action and Equal Opportunity Employer. Minority/Female/Disabled/Veteran