Video Teller Supervisor
Advantis Credit Union
Region: Portland, OR
Contact: Human Resources
The Video Teller Supervisor is responsible for the supervision, coordination, employee development and performance of the Virtual Member Advisors and has operational oversight for the Credit Union’s video teller machines. The Video Teller Supervisor has thorough knowledge of the Credit Union policies, procedures, products, services and systems. Responsibilities include mentoring and coaching employees, providing timely feedback, performance reviews, and assisting employees with questions and problem resolution. The Video Teller Supervisor develops team members to deliver exceptional service quality, expand member relationships, increase revenues, and build member base consistent with the credit union’s goals and objectives.
Responsibilities of this role include:
Coordinates and directs the daily operations of the functional area; including scheduling, real-time monitoring and workflow adjustments.
Oversees the video teller machines at all branch locations. Identifies software issues, troubleshoots, and suggests solutions.
Researches and resolves balancing issues and ensures employees and the Virtual Branch balance at the end of each day.
Manages the department’s personnel administration activities including job assignments, attendance, training, coaching, performance evaluations and compensation within established guidelines and policies.
Demonstrates effective leadership, teambuilding and goal setting skills, and promotes cooperation among employees and other departments. Develops a team of motivated, results-oriented individuals through effective leadership practices.
Encourages employee career self-development and helps employees create meaningful and achievable Individual Development Plans. Ensures that agreed upon check-in schedule is kept and any progress is recorded.
Observes, coaches and manages to the effective use of the Member Advantage program. Models effective consultative selling skills and member interactions by being a positive role model, setting goals, performing regular coaching, and effective communication.
Compiles and analyzes key performance data to assist with employee coaching and monitoring progress towards meeting goals and objectives through the video delivery channel.
Maintains expertise in product knowledge, services, operations, policies and procedures. Can easily discuss the features and benefits of Advantis products/services.
Ensures employees represent the Advantis brand in each interaction, including maintaining a professional appearance.
Performs regular quality monitoring of call, email, and video interactions. Coaches team members for improved service, sales and efficiency.
Researches, resolves and communicates complex technical and operational issues and potential problems to manager and/or other departments.
Ensures quick and appropriate responses to all member requests, and handles difficult member requests and escalated member situations.
Ensures compliance with all Credit Union policies and procedures. Ensures employees do the same through training and continual oversight.
Reviews and approves exceptions to policy, check holds, fee refund/waivers and provides overrides. Uses sound judgment and weighs risk to determine best overall outcome.
Updates manager on all projects, employee issues and goal progress.
This position will be in an “on-call rotation” one weekend per month.
Associate’s degree in related field or equivalent combination of education and relevant experience is required. Bachelor’s degree preferred.
2+ years supervisory experience preferred.
4+ years financial institution experience, experience working as a Teller Coordinator or managing the teller function preferred.
Strong leadership skills and an ability to develop and motivate employees.
Excellent interpersonal and communication skills (written and oral) to communicate ideas effectively at all organizational levels.
Ability to handle escalated situations effectively and helps others remain calm. Excellent team building and problem solving skills.
Excellent organizational skills to set and manage multiple priorities and meet deadlines.
Projects a professional image consistent with that of the credit union at all times when representing the credit union.
Ability to act independently with minimum supervision, exercising sound judgment in all decisions.
Proficient in use of personal computer, particularly word processing and spreadsheet programs such as Microsoft Word and Excel.Proficient in use of credit union’s computer systems for member account management.
Must be technology savvy, with the ability to learn new software applications quickly.
Ability to maintain high standards in areas of security, confidentiality, accuracy, thoroughness, completeness and neatness of documentation.
Ability to effectively sell credit union products and services, using consultative selling skills.
Thorough knowledge of all Credit Union operational policies and procedures, and all applicable state and federal regulations.
Possesses a general understanding of operations risk, compliance, fraud and loss.
A Great Place to Work!
At Advantis, we help our members succeed financially. We serve our members with a purpose and a passion, and our talented team delivers uncommon value with every interaction. We inspire fresh ideas, bold creativity, and outside-the-box ingenuity by asking, “How can we do banking differently?” We celebrate individual achievement and excellence with proud recognition and upward opportunity. We work together in a spirit of “together we can” teamwork, mutual respect, and a unified effort to reach common goals. We work hard but we get to do it in an atmosphere that’s upbeat and fun. We live our passionate community commitment to strengthen, educate, and elevate the prosperity of the communities we’re proud to call home.
If you like to work with passion and purpose, collaborate, elevate, and celebrate, Advantis Credit Union is the place for you. Advantis is one of Oregon’s largest member-owned financial cooperatives, serving the Portland areas for over 90 years.
Advantis Credit Union is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.
Interested in applying? Apply here.