MyTeller Center Supervisor

Overview

Responsible for the day-to-day operational management of the myTeller Channel.  Provides leadership and guidance to ensure conformance with bank policies, customer satisfaction and quality service by adherence to TMK policies and standards through supervising, coaching, and providing ongoing training to the myTeller associates.   

Responsibilities

• Transactional decisions within their assigned authority levels
• Supervision of the day-to-day operations of the myTeller Specialist Team including supervise, coach, and provide training for myTeller Specialist. Represent Trustmark professionally, efficiently, and tactfully to assure customer satisfaction when in contact with customers, either by myTeller units or by telephone
• Direct the activities of the team to ensure complete and efficient customer service. Resolve escalated customer issues.
• Supervise, coach, and provide training for myTeller Specialists on daily responsibilities and recognize cross sell opportunities to appropriate products to refer
• Partner with branch managers to continuously improve service levels and customer adoption of branches who implement myTeller
• Responsible for monitoring the overall performance, operation and maintenance of the staff, machines and equipment. Oversee quality assurance in monitoring calls, reviewing teller performance during one-on-one debriefs, and communicating with customers as needed
• Escalate and coordinate efforts with IT and ATM Support to quickly resolve technology issues and organize activities/procedures in conjunction with other central support units.  Responsible for tracking service tickets through resolution where those support areas and NCR resolve issues
• Serves as a subject matter expert for the myTeller Center; Provides expertise in utilizing systems, processes, and other available resources to complete research and resolve complex issues. Accepts and completes projects and other miscellaneous duties as assigned.

Qualifications

• Four-year college education or equivalent branch platform banking experience or equivalent Head Teller Training or minimum of four years of previous management experience (Trustmark preferred)
• Previous teller experience (Trustmark teller experience preferred)
• Basic Knowledge of math concepts and principles to solve problems
• Ability to utilize Excel and Word applications
• Bank regulatory issues such as Reg CC, Bank Privacy Act, Bank Secrecy, and Currency Transaction Reporting
• Detail oriented – must be able to process transactions accurately and efficiently
• Ability to work in a team environment
• Excellent customer service and sales skills
• Ability to meet and greet the public in a professional manner that reinforces TMK’s service standards
  • Ability to recognize customer needs and make appropriate referrals
  • Ability to meet referral goals in a retail environment
• Basic computer skills
  • Ability to meet minimum standards of data entry test
  • Ability to learn internal technology systems to perform work tasks
• Ability to communicate effectively
• Ability to handle some daily lifting of boxed or bagged coins required (weight may vary)
• Leadership and Supervisory skills
• Excellent balancing skills
• Interpersonal skills to coach and train
• Supervisory experience preferred

Physical Requirements/Working Conditions:  Must be able to sit for long periods of time and use computer keyboard and/or mouse, while viewing computer screens.

 

Note: This is a brief description of this position and is not limited to those described herein. Management retains the right to add, delete or modify any of these responsibilities at any time during employment.