Personal Teller Manager

Lead the daily operations of the Personal Teller Center (PTC), while ensuring service excellence, operational efficiency, and alignment with VCU’s member-first delivery standards.

Coach and develop current and new 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.

Establish and monitor team and individual performance metrics; identify areas for improvement and implement coaching strategies to drive results.

Maintain a strong leadership presence during extended service hours, including evenings and Saturdays, to support team performance and member service continuity.

Monitor PTM volume and transaction trends to optimize staffing levels and balance member wait times with financial and staffing resources.

Ensure operational accuracy and compliance with audit, security, and risk management policies; proactively address issues and maintain readiness for internal reviews.

Develop and maintain deep knowledge of hardware, software, and systems used in the PTC, including Teller Enterprise, PTMs, CRM tools, imaging, reporting platforms, and BIS.

Lead testing and implementation of new features, functions, and bug fixes related to PTM systems and Teller Enterprise; coordinate with vendors and internal teams, to train staff on updates.

Manage vendor relationships and coordinate issue resolution, including PTM faults, cash replenishment, machine reboots, signage updates, and ticket follow-ups.

Maintain and update PTM network settings, user access, and drive-thru signage as needed.

Support PTM/ATM settlement and general ledger reconciliation.

Support innovation and process improvement by identifying friction points, recommending solutions, and collaborating with Digital Strategy and other departments.

Lead daily team huddles, regular meetings, and training sessions to reinforce culture, share updates, and address challenges.

Perform member transactions virtually via PTM when necessary, ensuring proper identification, service accuracy, and adherence to compliance standards.

Exhibit professionalism and empathy when responding to member inquiries via phone, email, and PTM; consistently deliver exceptional service.

Partner with the Assistant Vice President of Growth & Digital Strategy to align PTC operations with broader growth initiatives and enterprise-level strategy.

Participate in strategic conversations and committee work as assigned, representing the PTC’s role in VCU’s growth and member experience strategy.

Perform other individual and/or team tasks as assigned by the Assistant Vice President of Growth & Digital Strategy or other senior leaders.

In-depth understanding of remote and centralized teller operations, including PTM systems, Teller Enterprise, CRM platforms, and imaging/reporting tools.

Familiarity with omnichannel service delivery and digital member engagement strategies including video and secure messaging.

Knowledge of referral pathways and cross-functional collaboration with departments such as Branches, Mortgage Solutions, Investment Services, and CUIA.

Experience with vendor coordination and issue resolution, including hardware/software troubleshooting, cash replenishment, and system updates.

Strong grasp of performance metrics, coaching frameworks, and reporting tools used to drive service and sales outcomes.

Awareness of compliance, audit, and operational risk management in a remote service environment.

Understanding of staffing models and leadership practices for extended service hours, including evenings and weekends.

Familiarity with digital optimization strategies and member feedback channels in partnership with Digital Strategy.

Knowledge of training, onboarding, and cross-training practices to support operational accuracy and team development.

Experience supporting system testing, documentation, and rollout of new features or service enhancements.

Strong managerial and administrative skills; able to lead a high-performing team across extended service hours, motivate staff, and foster a member-first culture. Can manage through others while remaining actively engaged in daily operations and service delivery.

Demonstrated ability to coach and develop staff to uncover member needs, generate high-quality referrals, and contribute to organizational growth. Skilled in using performance metrics and coaching frameworks to drive service and sales outcomes.

Proficient in managing remote teller systems and digital platforms including Teller Enterprise, PTMs, CRM tools, imaging systems, and reporting dashboards. Able to lead system testing, troubleshoot issues, and implement new features in partnership with internal teams and vendors.

Effective project-management skills; detail-oriented and a self-starter who completes tasks accurately with minimal supervision. Capable of coordinating vendor relationships, resolving technical issues, and maintaining operational readiness.

Exercises independent judgment, shows initiative in improving processes, and actively contributes to innovation and service enhancements.

Comfortable navigating ambiguity and adapting to evolving member needs and organizational priorities.

Able to meet simultaneous deadlines, organize and prioritize work effectively, and perform under pressure in a fast-paced, member-facing environment.

A positive team player who values collaboration, feedback, and shared success. Builds strong cross-functional relationships and contributes to a culture of continuous improvement.

Possesses strong communication and listening skills. Be comfortable interacting with members and employees at all levels, including during escalations and complex service situations.

Sensitive to executive protocol and able to engage with diverse personalities in a professional and empathetic manner. Maintains poise and tact as a visible representative of the Personal Teller Center and the credit union.

Integrity, adaptability, and high moral responsibility.

Strategic mindset with a bias for action, service excellence, and innovation.

Builds trust and fosters open communication across teams and departments.

Committed to member-first service and operational accuracy, especially in remote and extended-hour environments.

Encourages experimentation, continuous learning, and team empowerment.

Demonstrates resilience and composure in navigating change, ambiguity, and evolving member needs.

Values collaboration and cross-functional alignment to support enterprise goals and growth strategy.

Invested in the development of others, with a strong focus on coaching, accountability, and performance improvement.

Represents VCU’s brand and values with professionalism and empathy in all member and team interactions.

Maintains a high level of ownership, follow-through, and readiness to support innovation and service enhancements.

Bachelor’s degree in business, finance, or a related field or equivalent experience in financial services or remote teller operations.

5+ years of experience in a financial institution, including at least 3 years in a supervisory or leadership role.

Proven experience managing centralized or remote teller operations, including oversight of PTM systems, vendor coordination, and service delivery across extended hours.

Demonstrated success in coaching and developing staff, driving performance outcomes, and supporting member-first service strategies.

Experience supporting system testing, documentation, and rollout of new features or service enhancements in collaboration with internal teams and vendors.

Attendance of seminars, conferences, and training sessions to stay current with industry trends and implement beneficial changes for the credit union as required.

Must be available to work retail and extended hours, including evenings and Saturdays, on a rotating schedule. Retail hours are subject to change based on member demand and operational needs.

Occasionally remaining in a stationary position which may be standing or sitting for a prolonged period of time.

Occasional travel or moving from one office location to another or from one department to another at the headquarters building.

Occasional lifting, moving, or adjusting objects up to 20 pounds.

Constant communication with others through various channels including verbal, email, and chat of which the last two may require consistent use of a keyboard and mouse or another electronic device.

Work will be in a commercially reasonable temperature-controlled environment.

Occasional temporary exterior site review which could be in outdoor elements of wind, rain, or snow.