ITM Supervisor

Job Title:
ITM Supervisor

Job Summary:
The ITM Supervisor is responsible for overseeing a team of virtual tellers and teller floats, ensuring consistent service quality, compliance with policies and procedures, and effective day-to-day operations. This role requires strong leadership skills and a proactive approach to managing team performance, training, and member service standards.

Duties/Responsibilities:

• Supervises, schedules, and monitors the daily activities of virtual tellers and teller floats.

• Provides guidance and support to staff; resolves complex questions and disputes.

• Performs transaction overrides, approves exceptions, and authorizes service fee refunds.

• Hires, trains, develops, and evaluates team members while recommending employment actions as needed.

• Assists with processing member financial transactions such as deposits, withdrawals, transfers, and loan payments.

• Ensures department activities comply with internal policies and external regulations; resolves out-of-compliance issues.

• Supports cross-sell efforts by identifying member needs and referring appropriate products and services.

• Tracks individual employee progress, conducts monthly one-on-one meetings, and completes annual performance reviews.

• Maintains a professional, confidential, and service-focused work environment.

• Keeps leadership informed on department operations and offers suggestions for improvements.

• Adheres to dual control procedures and ensures the department is adequately staffed and balanced daily.

Required Skills/Abilities:

• Excellent verbal and written communication skills.

• Strong leadership and supervisory abilities.

• Excellent interpersonal and customer service skills.

• Solid organizational skills and attention to detail.

• Ability to manage time effectively and meet deadlines.

• Strong problem-solving and conflict resolution skills.

• Ability to delegate tasks and prioritize responsibilities.

• Ability to function well in a high-paced and occasionally stressful environment.

• Proficient in Microsoft Office Suite and general office equipment.

• Working knowledge of teller operations and financial institution policies.

Education and Experience:

• High school diploma or GED required.

• One to three years of related experience in teller operations or supervisory roles.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.

• Must be able to lift up to 15 pounds at times.