VBC Supervisor
Posted Updated
* Provide supervisory support of Virtual Banking Center by assisting banking customers via diverse contact channels including: inbound/outbound calls, live chat, secure messages, and email with professionalism and urgency
* Responsible and accountable for the daily activities of an assigned Virtual Banker Team, but not limited to Key Performance Indictor (KPIs) attainment, staff development and overall Virtual Banking Center continuity
* Accountable for career development of staff including support, guidance, direction and training
* Collaborate with Senior Management and other support departments to ensure service and sales objectives are met
* Monitor and manage Key Performance Indicators (KPIs) to ensure allocated targets are met
* Make retention of existing customers first priority by reinforcing service and sales targets and strategies that contribute to the corporate growth objectives
* Support the VBC Operations Manager in the development and implementation of process improvements to minimize losses, control costs, ensure compliance and improve efficiency
* Create a high performance culture focused on continuous improvement to achieve maximum growth in efficiency, profitability, customer service and reduction of risk
* Oversee customer complaints that cannot be handled by the Virtual Bankers
* Responsible for the successful implementation of new products and process improvements
* Provide performance feedback, coaching, training, conflict resolution and counseling
* Ensure regulatory compliance standards are met; ensure adherence to the bank's policies and procedures
* Travel as required to meet business needs
* Performs other duties as assigned
* Responsible and accountable for the daily activities of an assigned Virtual Banker Team, but not limited to Key Performance Indictor (KPIs) attainment, staff development and overall Virtual Banking Center continuity
* Accountable for career development of staff including support, guidance, direction and training
* Collaborate with Senior Management and other support departments to ensure service and sales objectives are met
* Monitor and manage Key Performance Indicators (KPIs) to ensure allocated targets are met
* Make retention of existing customers first priority by reinforcing service and sales targets and strategies that contribute to the corporate growth objectives
* Support the VBC Operations Manager in the development and implementation of process improvements to minimize losses, control costs, ensure compliance and improve efficiency
* Create a high performance culture focused on continuous improvement to achieve maximum growth in efficiency, profitability, customer service and reduction of risk
* Oversee customer complaints that cannot be handled by the Virtual Bankers
* Responsible for the successful implementation of new products and process improvements
* Provide performance feedback, coaching, training, conflict resolution and counseling
* Ensure regulatory compliance standards are met; ensure adherence to the bank's policies and procedures
* Travel as required to meet business needs
* Performs other duties as assigned
Physical Requirements:
* Required to stand or walk for extended periods of time dependent upon branch location
* Operate a computer and other office machinery
* Ability to lift up to 25 lbs
* Required to stand or walk for extended periods of time dependent upon branch location
* Operate a computer and other office machinery
* Ability to lift up to 25 lbs
FNBT is an equal opportunity employer.