• Assistant Interactive Teller Manager

    Location US-IL-Lombard
    Retail - Management
    Regular Full-Time
  • Responsibilities

    Summary: Manages the daily activities and service provided by the Interactive Teller staff including scheduling, training, monitoring of staff customer interactions, and adherence to bank policies and procedures. Leads and directs team on solidifying/expanding customer relationships through providing excellent customer service, referring additional bank products and services, and attainment of department goals.

    Essential Functions:

    Reasonable accommodations may be made to enable individuals with disabilities to perform the following essential functions.

    • Manages all personnel within department in areas of hiring, promotion, salary administration, disciplinary actions, career development, performance appraisals, and terminations. Supervises the daily activities of the Interactive Teller staff while encouraging the attainment of sales goals.
    • Creates a positive attitude among employees towards maintaining high standards of customer service. Maximizes customer service through training, motivating, and scheduling of employees.
    • Regularly checks Interactive Tellers’ transactions and videos through Network Manager to ensure quality and efficiency within transactions
    • Coaches staff to meet the objectives of providing exceptional customer service. Cultivates an atmosphere for referring additional products and services.
    • Monitors internal control and operational requirements including audits, correspondence, files, and records. Enforces internal security procedures in accordance with directives set forth by Loss Prevention.
    • Communicates changes of policies and procedures to branch personnel. Maintains control and regulatory compliance as measured by branch audit reports.
    • Handles/supervises other forms of electronic deposits for the bank, such as mobile check deposits.
    • Tracks, monitors, and reports transaction activity, trends, referral/sales results, customer complaints, and improvement opportunities within the department.
    • Maintains a working knowledge of Teller functions, ITM functions and performs duties of an Interactive Teller as needed.
    • Reviews suspicious and/or unusual transactions for validity. Uses sound judgment along with defined policies and procedures to determine if transactions are valid and issues transaction overrides when appropriate. Reports suspected fraudulent activity to appropriate management personnel. Approves transactions within defined authority levels.
    • Researches and resolves complex customer issues and/or complaints and follows through to completion. Prepares correspondence on matters related to customer accounts.
    • Clearly communicates the proper use of interactive teller machine, handling customer’s objections and anxiety to new technology. Promotes benefits of the technology and ensures a positive experience.
    • Communicates with branch personnel and troubleshoots kiosk and/or customer service issues related to ITM kiosks. Troubleshoots with vendors as needed.
    • Supports Department Manager with project work.
    • Required to lift/transport items, including but not limited to ATM cassettes and depositer.
    • Occasional local travel is required.
    • All other reasonable duties as assigned.


    Required Education and Experience:

    • Excellent computer skills. Proficiency in Microsoft Office Suite;
    • Ability to multitask: Interactive Teller staff will be required to use 2-3 software programs concurrently to complete a transaction;
    • Functional knowledge of Teller Line and Personal Banker policies and procedures;
    • Extensive knowledge of bank operations, audit and compliance policies and procedures. Demonstrated commitment to sales, sales management, coaching, and problem solving skills;
    • Excellent verbal and written communication skills. Must be comfortable with being on camera at all times, as customers will see the Interactive Teller via video transmission from the Interactive Teller Machine to the Interactive Teller computer desktop;
    • Minimum of 3-5 years’ banking experience including extensive knowledge and application of bank products, policies, procedures, and services.

    Preferred Education and Experience:

    • Minimum of 3-5 years’ supervisory and/or managerial experience;
    • Bachelor’s degree in a related field.


    Requirements for performing Essential Functions:

    On the job the employee may physically be required to bend, sit, push/pull, use finger movements, handle objects (manual dexterity), reach above shoulder level, and carry/lift loads up to 35 lbs. The company requires the use of assistive devices or team lifting to help move or lift objects over 35 lbs. On the job the employee must mentally be able to read/comprehend, write, perform calculations, communicate orally, reason, and analyze.       


    West Suburban Bank is an Equal Opportunity Employer. Minority/Female/Disabled/Veteran.



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