Personal Teller Center Coordinator

JOB FUNCTIONS

• Assists Personal Teller Manager and Assistant Manager with overall daily management of Personal Teller Center operations and agents to ensure accuracy, service quality and efficiency, referral and cross-sell opportunities, account and loan growth, and deepen member loyalty.
• Assist with coaching and training current and new agents to ensure operation accuracy and achievement of service standards.
• In real time, virtually processes member transactions including, but not limited to, deposits, payments, transfers, and withdrawals from a remote location by means of the Personal Teller Machine (PTM) system. Ensures that proper identification and endorsements are obtained for all transactions.
• Develops and maintains a thorough understanding of the hardware, software/applications, and processes that comprise Personal Teller Center functions and services, including but not limited to: our core transactional system, Teller Enterprise, PTMs, balancing and accounting processes, reporting, imaging and CRM applications, etc.
• Adheres to security, audit, compliance, and personnel requirements.
• When appropriate, takes advantage of cross-sell and referral opportunities, and provides members with solutions to financial questions/issues.
• Exhibits professionalism when answering member phone calls, emails, and other forms of electronic contact; consistently provide exceptional member service.
• Meets or exceeds individual service levels, productivity, and quality standards.
• Assist in facilitating daily team huddles, meetings, and training sessions to reinforce priorities, performance expectations, and culture.
• Support PTM/ATM Processes and general ledger reconciliation activities.
• Assist with vendor coordination and issue resolution related to PTMs, including machine faults, cash replenishment support, reboots, ticket follow-ups, and signage updates, as directed by the Manager and Assistant Manager.
• Performs other individual and/or team tasks as assigned by the Personal Teller Manager or Assistant Manager and Assistant Vice President of Growth & Digital Strategy, and/or Chief Growth and Revenue Officer.

Qualifications

KNOWLEDGE

• Excellent math/analytical ability.
• Sales ability and cross-selling skills.
• Proficiency in Microsoft Office, ability to use 10-key, and be willing to learn other programs and applications as needed.

SKILLS

• Can comfortably discuss member transactions, and credit union products and services via the remote PTM platform. The position requires being comfortable, professional, and friendly on camera with members.
• Be a positive team player who appreciates working with a unified team, values appropriate feedback, input, and guidance from others, and shares ideas.
• Have effective communication and listening skills, possess above-average written and verbal communication skills (including correct spelling and proper grammar usage), and comfortably deal with members, employees, and external vendors.
• Be sensitive to executive protocol, able to recognize and deal with different personalities in a positive manner and have a high degree of poise and tact as a visible representative of the support departments, and ultimately, the credit union.
• Able to motivate staff and keep things positive and team-oriented, while having the capacity to effectively organize and prioritize work.

QUALITIES

• Integrity and high moral responsibility.
• Professional appearance and demeanor.
• Analytical ability, with the incisiveness to ask discerning questions.
• Possess the ability to evaluate each situation as its own and think outside the box for solutions.
• Willing to put in the time necessary to get the job done. Be flexible and have a strong ability to adapt to changing situations.

EDUCATION AND EXPERIENCE

• Possess a high school diploma or equivalent. 
• Two or more years of job-related experience in a financial institution (Credit Union or Bank), with at least one year of supervisory experience is preferred.
• Ability to work retail and extended hours, including evenings and Saturdays, on a rotating schedule. Retail hours are subject to change. 

PHYSICAL REQUIREMENTS  

The position requires the following physical activities within varying environmental conditions:

• Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time.
• Occasional travel or moving from one office location to another or from one department to another at the headquarters building.
• Occasional lifting, moving, or adjusting objects up to 20 pounds.
• Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.
• Work will be in a commercially reasonable temperature-controlled environment. 
• Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.