Personal Teller Assistant Manager

JOB FUNCTIONS

• Support the daily operations of the Personal Teller Center (PTC), ensuring service excellence, operational accuracy, and alignment with VCU’s member-first delivery standards.
• Assist in coaching, onboarding, and developing PTC staff to meet performance goals, uncover member needs, and generate high-quality referrals to departments such as Branches, Mortgage Solutions, Investment Services, and CUIA.
• Reinforce team and individual performance metrics established by the Manager; monitor results, identify gaps, and escalate trends or concerns as appropriate.
• Provide leadership coverage during extended service hours, including evenings and Saturdays, to support team performance and member service continuity.
• Monitor PTM volume and transaction trends to support staffing optimization and balance member wait times with financial and staffing resources.
• Ensure adherence to operational, audit, security, and risk management standards; promptly address issues and escalate concerns to the Manager.
• Maintain working knowledge of PTC hardware, software, and systems, including Teller Enterprise, PTMs, CRM tools, imaging, reporting platforms, and BIS.
• Support testing and rollout of new PTM or Teller Enterprise features, functions, and fixes; assist with documentation and staff training as directed.
• Assist with vendor coordination and issue resolution related to PTMs, including machine faults, cash replenishment support, reboots, ticket follow-ups, and signage updates, as directed by the Manager.
• Maintain PTM network user access and settings as assigned.
• Support PTM/ATM settlement processes and general ledger reconciliation activities.
• Identify operational friction points and recommend efficiency improvements, partner with the Manager on process refinement and execution.
• Assist in facilitating daily team huddles, meetings, and training sessions to reinforce priorities, performance expectations, and culture.
• Perform member transactions virtually via PTM when required, ensuring proper identification, service accuracy, and compliance adherence.
• Exhibit professionalism, empathy, and consistency when responding to member inquiries via phone, email, or PTM.
• Serve as an escalation point for real-time operational or member service issues during assigned shifts.
• Perform other individual and/or team tasks as assigned by the Personal Teller Center Manager or senior leadership.

KNOWLEDGE

• Working knowledge of remote and centralized teller operations, including PTMs, Teller Enterprise, CRM platforms, and imaging/reporting tools.
• Understanding of omnichannel member service and referral-based service models.
• Familiarity with performance metrics, queue management, and staffing models in an extended-hours environment.
• Awareness of compliance, audit, and operational risk standards in remote service delivery.
• Exposure to vendor coordination and service issue tracking related to teller systems and equipment.

SKILLS

• Strong leadership and supervisory skills; able to support and motivate team members in a fast-paced, remote service environment.
• Demonstrated ability to coach and support staff in uncovering member needs and generating quality referrals.
• Comfortable working across teller systems, digital tools, and reporting platforms.
• Detail-oriented with strong organizational and follow-through skills.
• Exercises sound judgment, shows initiative, and supports continuous improvement efforts.
• Able to manage competing priorities, meet deadlines, and remain composed under pressure.
• Strong communication and listening skills; able to interact effectively with members and employees at all levels.
• Professional, adaptable, and collaborative; contributes positively to team culture and cross-functional partnerships.

QUALITIES

• Integrity, accountability, and adaptability.
• Member-first mindset with a focus on service excellence and consistency.
• Collaborative and supportive leadership approach.
• Resilient and solution-oriented when navigating change and operational challenges.
• Committed to learning, coaching, and personal development.

EDUCATION AND EXPERIENCE

• Associate or bachelor’s degree in business, finance, or a related field, or equivalent experience in financial services.
• 3+ years of experience in a financial institution or centralized/remote teller environment.
• Prior supervisory or lead experience preferred.
• Experience supporting staff development, operational execution, and member service delivery.
• Ability to work retail and extended hours, including evenings and Saturdays, on a rotating schedule. Retail hours are subject to change.

PHYSICAL REQUIREMENTS

The position requires the following physical activities within varying environmental conditions:

• Occasionally remain in a stationary position (standing or sitting) for prolonged periods.
• Occasional movement between offices or departments within headquarters.
• Occasional lifting, moving, or adjusting objects up to 20 pounds.
• Constant communication via verbal, phone, email, chat, and other electronic channels requiring frequent keyboard and mouse use.
• Work performed in a commercially reasonable, temperature-controlled environment.
• Occasional exterior site review which may include exposure to wind, rain, or snow.