Live Teller Connect Team Lead - Onsite

The Live Teller Connect Team Lead reports directly to the Call Center Supervisor.

Under limited supervision, the primary role of the LTC Team Lead is to assist in running the day-to-day operation of the ITMs (Interactive Teller Machines) and LTC group.

The LTC Team Lead performs a wide variety of duties related to handling member transactions such as : receiving and disbursing funds, posting deposits, loan and VISA payments, making account transfers, making cash advances, recommending other products and services, performing all types of withdrawals, and account maintenance.

Responsible for cross-selling all credit union products and services, and meeting Minimum Performance Standards (core / non-core products and services), including KFIS (Investment Services), first mortgages, insurance products and AUTOLAND (Car Buying Service).

Ensures member transactions are processed in an accurate and timely manner to make sure that Credit Union member service goals are achieved.

Additionally, responsible for staff scheduling, approvals and overrides of transactions, and may be asked to provide feedback related to individual LTC performance.

This role may be called upon to assist with training new representatives, assist with daily balancing, and cash count. Approves checks, large deposits or other items not within the LTC Representative limits.

The LTC Team Lead performs all functions of the LTC Representative proficiently in addition to having the authority to open and / or close LTC office. Responsibilities :

• Performs all Teller Functions : Assumes responsibility for the efficient, effective, and accurate performance of teller functions to be processed using the ITM.
• Receives member deposits, loan payments, disburses withdrawals, processes account transfers, verifies transactions, and resolves discrepancies promptly.
• Balances daily transactions and verifies cash totals.

Investigates and resolves out-of-balance conditions.

Provide overrides to LTC representatives when needed.

• Performs all Member Service Functions : Assumes responsibility for the effective and professional performance of member service functions.
• Presents and explains Credit Union services and products to members, assists in meeting their financial needs.
• Develops relationships with members through listening, answering questions and solving problems, collecting data, securing answers, and reporting results to the inquiring party.

Performs file maintenance and account changes, and resets access for Homebanking and ABIL.

Ensure ITM machines are working properly.

Work with Branch office and IT to resolve any issues pertaining to the physical ITM and associated software.

• Responsible for scheduling and ensuring proper ITM staffing coverage.
• Resolves member issues or complaints by demonstrating complete knowledge of credit union processes and procedures and / or conducting the necessary research to address member needs.

Empowered to make decisions exercising good judgment and balances the best interest of the member and the organizational objectives of the credit union.

• Responsible for resolving escalated member issues.
• Assists the Member Contact Center in achieving goals through needs-based referrals, both personally and by training and coaching the staff to help ensure they and the ITM staff achieve MPS.

Also leads morning huddles and evening results debriefs.

• Conducts all daily, weekly, monthly, and quarterly operational, transactional and compliance audits and submits final reports to Member Contact Center Management.
• Participates in the selection, advancement, or counseling of the LTC staff by providing feedback to the Member Contact Center leaders during the interview, performance appraisal and / or disciplinary process.
• Takes complete ownership of every interaction whether it requires a call back or extended research.
• Participates in special projects as directed by management.
• Supports and participates in continuous improvement activities.
• Represents the Credit Union in a positive and professional manner.
• Other related duties as assigned.
• Maintains member and other sensitive information with confidentiality.
• Treats all team members and members with respect Qualifications :
• Minimum 3 years total related experience (includes 18 months Lead Teller experience or equivalent)
• 2 plus years MSR experience with NuVision preferred
• Solid knowledge of cash handling and negotiable items.
• Strong knowledge of BSA, Regulation CC, D, E and all other pertinent regulations.
• Comprehensive knowledge of all deposit and loan products and all services.
• Solid knowledge of all applicable Federal, State and NCUA regulations.
• Understanding of member centric environments is a plus
• Excellent customer service skills, including tact and diplomacy, plus a desire to accommodate the needs of others.
• Exhibits an inherent ease with others.
• Strong demonstrated ability and willingness to respond to member prompts and offer financial products and services to meet member needs.
• Ability to influence others when offering products and services, striking a balance between not giving up too easily and not being too persistent.
• Professional and courteous with strong verbal and written communication skills.
• Ability to remain calm when helping difficult and / or irate members.
• Comfortable being evaluated against performance standards.
• Demonstrated ability to achieve individual / team goals act as a role model and motivate / coach others to achieve desired results.
• Strong work ethic, sound judgment and solid decision-making skills
• Solid demonstrated proficiency in standard business computer software (including Microsoft Office Outlook, Excel and Word).

Ability to acquire working knowledge of the Credit Union’s operating system.

• Proficient data entry, ten-key calculator, cash counting and math skills.
• Detail-oriented.
• Ability to continuously learn and maintain up-to-date knowledge of Credit Union products and services
• Subject matter expert in remote delivery channels and to discuss these channels with members.
• Exceptional time management with ability to multi-task, prioritize and effectively handle fluctuating work demands.
• Capable of working under pressure and with frequent interruptions. Education :
• Two year college degree or equivalent
• Bilingual Preferred Pay scale by applicable geographic location :
• Wyoming : $20.87 - $31.31
• Alaska : $24.57 - $36.86 The final pay offered to a successful candidate will be dependent on several factors that may include but are not limited to the type and years of experience within the job, the type of years and experience within the industry, job related training / education, etc. Benefits :
• Medical
• Dental
• Vision
• Life Insurance
• Flexible Spending Account
• 401(k) Matching
• Paid Time Off
• Training Provided
• Tuition Reimbursement
6 days ago