ITM Center Assistant Manager

Choiceone-Bank; United States; On-site; USD 70,000 - 110,000; Full time

Job summary

ChoiceOne Bank seeks an ITM Center Supervisor to provide excellent support to banking customers and oversee ITM Center staff in partnership with the AVP ITM Manager.

Responsibilities include managing ITM processes, reporting metrics, training staff, and ensuring compliance with bank policies and regulations. The role emphasizes leadership, customer service, and operational excellence.

Qualifications

• Experience leading teams in a banking environment.
• Strong customer service and communication skills.
• Familiarity with security and confidentiality requirements.

Responsibilities

• Oversee ITM Center operations; ensure policy and procedure compliance.
• Lead staff; schedule, performance reviews, recognition and motivation, training.
• Develop a service/sales culture and achieve individual goals.
• Compile monthly and quarterly department reports and metrics for management.
• Maintain customer confidentiality and comply with bank regulations.

Skills

Leadership

Problem Solving

Customer Service

Ethics

Communication

Interpersonal Skills

Education

High School Diploma or GED

Tools

Adobe

MS Office

JH Suite

Job description

Corporate Values & Mission“Provide superior service, quality advice and show our utmost respect to everyone we meet.”General SummaryProvide excellent support and service to our banking customers and, in partnership with the AVP ITM Manager, oversee ITM Center staff. Responsible for the overall satisfactory performance of the ITM Center operations with respect to policies and procedures. Required to train, mentor, and ensure the ITM Center achieves its goals.Reports To: ITM Center ManagerEssential Duties and ResponsibilitiesBe an expert in ChoiceOne’s customer-facing technologies as well as debit cards, phone security measures, online banking, etc.Support the management and optimization of ITM processes. Make improvements as needed.Manage standards, processes, procedures and documentation to support quality and service goals.Assist with compiling reports for Management, Board, and Retail Banking, along with daily metrics.Manages staff including scheduling, performance reviews, recognition and motivation, leadership, training, performance counseling. disciplinary, etc. Supports the development of a service and sales team culture within the office, including achieving individual goals.Assist customers over an Interactive Video Teller MachineFollow all bank control, process, procedure, policy and audit requirements regarding both customer transactions and branch/ITM Center Operations.Compile monthly and quarterly department-level reporting for Management, including daily metrics and complaint/problem frequency.Lead ITM Center team in absence of the Manager.Attends bank, branch, and department meetings as necessary, as well as conferences and other training opportunities.Maintain customer confidentiality at all times.Additional responsibilities as assigned.Be familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank officer.Be familiar with and comply with all federal and state banking regulations as applicable.Supervisory ResponsibilitiesMay have direct or indirect reporting responsibility for ITM Center staff. Carries out supervisory responsibilities including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; handing complaints and resolving problems.CompetenciesLeadership – Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others.Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzed information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings. Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data accurately; able to read and interpret written information.Interpersonal Skills – Focuses on solving conflict, not blaming; maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.Physical Demands and Work EnvironmentAbility to work in an office environment which may include many hours of computer and telephone usage.Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.This position description is not to be construed as an exhaustive statement of duties, responsibilities, or requirements. Employees may be required to perform any other job-related instructions as requested by their supervisor, subject to reasonable accommodation.QualificationsTo perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.Experience and/or EducationHigh School Diploma or GEDMinimum of three (3) to five (5) years in banking or equivalent educationStrong computer knowledge and willingness to learn – Adobe, MS Office, JH Suite, etc.Bilingual preferred