Video Teller Manager

The Video Teller Manager is responsible for increasing member satisfaction, loyalty, and retention by developing and coaching Member Relationship Specialists in the Contact Center to deliver excellent service and sales results.

Expected Outcomes

• Service levels, quality standards, and sales goals are achieved by Contact Center Member Relationship Specialists through effective leadership, motivation, and empowerment.
• Service and sales performance is achieved through regular monitoring, evaluation, and identification of areas for improvement and recognition.
• Proper staffing levels are achieved through accurate resource scheduling.
• Employees’ professional growth and development is elevated through day-to-day direction, coaching, training and development.
• Decisions are based on data.
• Member experience and profitability is strengthened through the implementation and promotion of service efficiency and quality initiatives and the fostering of a service to sales culture.
• Compliance with BSA, OFAC, and the USA Patriot Act/Customer Identification Act (CIP) is attained by keeping Contact Center staff informed and updated on all promotions, products, services, and policies.

Capability Requirements

• Associate’s degree in Business Administration, finance or related field or related experience required.
• Minimum of five years’ experience in a sales and customer service environment, with three years of supervisory experience.
• A combination of three to five years’ experience in the following areas, contact center, process improvement and staff development.
• Professional well developed written and interpersonal communication skills.
• In-depth knowledge of PTM systems.
• Ability to lead individuals and teams toward high performance in a collaborative manner.
• Basic mathematical skills, including the ability to perform interest, pay-off, dividend and certificate penalty calculations.
• Basic to intermediate knowledge in Microsoft Office applications.

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Why Join Us?

• Growth Opportunities: We invest in your professional development with training and career advancement programs.
• Innovative Environment: Be part of a team that embraces technology and innovation.
• Community Impact: Work for an organization that values community involvement and making a difference.
• Work-Life Balance: Enjoy a supportive work environment that values your well-being.

Required Statement Sections

• Physical Demands of Position: While performing the duties of this position, the employee is required to sit, stand and walk, use hands and fingers.  The employee occasionally must reach above and below shoulder level, and lift/push/pull and /or carry up to 10 pounds. 
• Environmental/Working Conditions: Works in a typical administrative setting with climate control and appropriate lighting. Travel to branches requires exposure to outdoor and traffic conditions.
• Equipment Used: Variety of office equipment (telephone, printer, pc, mobile devices, etc.).
• EEO Statement: At Summit Credit Union, we are committed to providing Equal Employment Opportunity regardless of race, color, religion, sex, age, national origin, disability, military and veteran status, sexual orientation, gender identity, marital status or any other characteristic protected by local, state, or federal law.  We embrace diversity and believe that inclusion is critical to our success as a credit union.  Different makes us better.  Employment decisions are made based on qualifications, merit, and business need.