The Digital and VTM supervisor plays a pivotal role in overseeing the operations of the Virtual Teller Machine's (VTM) and delivery of web support functions to branch and contact center agents. This individual is responsible for guiding, coaching, and motivating team members to achieve performance targets and uphold established service standards.

• Conduct regular coaching sessions and performance reviews to enhance team members' skills, address areas of improvement, and provide consistent high-quality member experiences.

• Handle escalated member issues and provide effective resolutions, ensuring member satisfaction.

• Monitor and evaluate individual and team performance to meet or exceed key performance indicators (KPIs) and service level agreements (SLAs).

• Ensure escalated issues are triaged and tracked for effective and timely resolution.

• Collaborate with other departments to address cross-functional issues and enhance overall organizational efficiency i.e., training programs.

• Participate in Quality Calibration sessions.

• Tracking staff utilization, developing assigned schedules, and handling intra-day scheduling adjustments to ensure coverage for VTM and Web Phone support.

• Handling escalated member inquiries.

• Serving as primary point of contact for a select group of members

• Serving as a liaison with Member Services Center to ensure all information is efficiently disseminated.

• Keeping abreast of industry developments including but not limited to changes in regulations and share information appropriately.

• Perform duties of Digital Solutions Professionals responsibilities when required.

• Other duties as needed.

• Associate's degree from an accredited institution or at least 3 years of relevant experience required.

• Bachelor's degree preferred; will consider experience in lieu of degree.

• Excellent problem-solving, organizational, analytical, verbal, and written communication skills.

• Demonstrated ability to lead a team using well-developed interpersonal skills by providing coaching, feedback, training, and development.

• Ability to effectively identify requirements and negotiate solutions with both internal staff and vendors.

• Familiarity with Partnercare, NCR TellerNow Dashboard and Avaya CMS Supervisor is preferred.

• Familiarity with Fiserv and Alkami software solutions is strongly preferred.

• Strong decision making and time management skills with the ability to manage multiple projects/duties.

• Results driven, service oriented, self-motivated, and able to work independently.

• Trustworthy with the ability to maintain the highest level of integrity and trust.

• Proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint. Ability to work in a multi-application environment.

• Flexible to work a structured schedule that includes evening and weekend hours in a hybrid (remote and in office) model.

• Commitment to delivering exceptional customer service and driving continuous improvement.

Additional Requirements:

• 3-4 days/week required onsite presence.

Starting Compensation: $60,329- $73,90, plus a competitive benefits package.