Job Description

Objective

The Lead Interactive Teller will provide the first level of service support to Interactive Tellers for Member transaction needs via multiple channels in a manner that is professional, friendly, and compliant with all policies and procedures. Along with the Interactive Teller Manager and Supervisors, is responsible for achieving department and corporate goals, and assistance in directing and motivating Interactive Tellers for the day-to-day operations of the Centers.

Duties and Responsibilities

• Perform and coordinate administrative duties to support the operation of the ITM Center including but not limited to:
  1. Overrides and Check review for associate approval
  2. Assistance with ASI and NCR Ticket requests
  3. Balance, control, and support ITM processing
  4. Assist with any daily, weekly, and monthly reporting
  5. Daily balancing of branch activity
  6. Monitor Network Manager for machine status and communication to branches regarding lane closures
• Responsible for advising Interactive Tellers on basic and complex member service ITM directed interactions related to member accounts
  1. Assist as needed to monitor transactions to avoid losses to Member and KEMBA from fraud
• Serve as a point of escalation for Video Interaction based activity
• Provide regular feedback and support to ITM Associates and ITM Leadership by:

1. Giving input for department meetings
2. Recognize and reward associates for achievement
3. Act as a role model and motivator
4. Quality assurance reviews

• Identify and guide associates to recommend new and alternative services to Members that will properly fit their financial needs
• Meet or exceeds assigned service and productivity goals established for this position
• Perform all duties in a manner that is 100% compliant with KEMBA policies and procedures.
  1. Provide friendly and member centric service for all requests
• In addition to KEMBA’s Corporate Office Attire and Grooming Standards, ITM Tellers must comply with ITM appearance standards related to on-camera member service:
  1. Black or White ‘KEMBA Wear’ tops must be worn daily
  2. A KEMBA Green Scarf or Tie may be added
• Develops an understanding of Credit Union history, philosophy, organization, policies, and operational procedures
• On a self-directed basis, continue to improve individual level of competency through training and certification on established educational programs
• Must be able to relate to other people beyond giving and receiving instructions:

• Can get along with coworkers or peers without exhibiting behavioral extremes
• Perform work activities requiring negotiating, instructing, supervising, persuading, or speaking with others
• Respond appropriately to criticism from a supervisor

Required Qualifications

• High school diploma or equivalent
• 3-5 Years of Credit Union Experience or closely related field with equal responsibility
• Previous Call Center and/or Teller Experience
• Prior experience in a sales/customer service environment
• Strong organizational skills, attention to detail and strong problem-solving skills
• Must value a high degree of accuracy
• Professional demeanor and ability to be “On Stage” for extended periods maintaining a positive attitude
• Excellent communication skills with appropriate grammar
• Capable of coaching and guiding others thru effective communication
• Basic PC skills (Windows)
• Willing to work a flexible schedule, able to travel to multiple locations if needed

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of the job, the employee is regularly required to sit; use hands to manipulate, handle, feel, and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision and ability to adjust focus.

This document was last updated 10/21.