<p>Job Details</p> <p>Job Location: Poplar Bluff Oak Grove Branch - Poplar Bluff, MO</p> <p>Position Type: Full Time</p> <p>Salary Range: Undisclosed</p> <p>Description</p> <p>PRIMARY PURPOSE OF JOB</p> <p>The Video Banking Manager is responsible for customer service delivery of ITM and Video new account opening. The Video Banking Manager will oversee training and development of staff, establishing and monitoring service standards, and expanding the use of these delivery channels. This position is responsible for leading multiple team members and delivering an excellent experience to current and potential customers. The Video Banking Manager position must possess exceptional customer service skills, confidence, multi-site leadership and coaching skills, a strong sales aptitude, attention to detail, and an outstanding knowledge of traditional and emerging bank products and services.</p> <p>EXPECTATIONS OF ALL SOUTHERN BANK TEAM MEMBERS</p> <ul> <li> <p>Southern Bank team members exhibit Southern Bank's values, which can be remembered with the acronym FIRSTS. We teach our team members about our "values in action," which give further examples of how we can live out Southern Bank's values.</p> </li><li> <p>We act as a FAMILY - We know we're not a related family, but we really care about people, both personally and professionally. We like knowing that our skills, our time, and our efforts contribute to the overall success of those we spend time with every day.</p> </li><li> <p>We move with INNOVIATION - We push for better ways to solve problems. We are not afraid of a challenge; we're driven to develop new ideas and solutions using creativity and experience. We are committed to leading, devising new solutions for all kinds of obstacles.</p> </li><li> <p>We are ROOTED - We're from here. These communities are our homes, and we are deeply invested in making our hometowns the best that they can be. We are firmly committed to success in the places where we've known people our whole lives.</p> </li><li> <p>We prioritize SERVICE - We put others above ourselves. We make intentional decisions and take action to benefit others, be it in our daily work with our customers and fellow team members, or in volunteering our time, money, and energy in our communities.</p> </li><li> <p>We build TRUST - We strive to be reliable and trustworthy, honest and transparent. We are dedicated to doing what's best for our team members, our customers, and our communities, and they can be confident that we are who we say we are.</p> </li><li> <p>We are a source of STRENGTH - We have a capacity and resilience that has come through years of experience and growth. We are able to support those who count on us, and those who need us can rely on us.</p> </li><li> <p>Ensures the confidentiality of customer non-public personal information and secures information systems to comply with bank regulations.</p> </li></ul> <p>ESSENTIAL FUNCTIONS AND PERFORMANCE AREAS</p> <ul> <li>Direct and manage activities related to various Video Banking and ITM functions (e.g., transaction processing, emails, branch account opening, online account opening, customer service requests, marketing support as needed) performed for the Bank, branches and departments ensuring the highest quality of service is provided; </li><li>Maintain proficiency in all applicable loan, deposit, cash management and other bank products and services; </li><li>Proficient in determining customer needs and providing solutions that may include referring customers to other areas of the bank such as Insurance, Wealth, Loans, etc; </li><li>Assemble and lead a knowledgeable team that displays effective sales techniques including utilizing open ended questions, active listening, comprehension skills, overcoming objects etc; </li><li>Responsible for workflow and scheduling of staff, including various teammate shifts (including holidays, weekends, and evenings); </li><li>Assist Customer Contact Officer in the development of analytical reporting to monitor the level of customer service provided and the performance of team members; </li><li>Monitors established performance metrics and coaches staff to achieve those standards; </li><li>Coordinate call monitoring hardware and software, downtime troubleshooting, and software upgrades. Report malfunctions, repair calls and logged downtime, including non-banking hours (nights, weekends, and holidays); </li><li>Provide support and supervision to an experienced staff capable of meeting departmental objectives. Such support includes performance reviews, career development, and assistance to team members in problem resolution; </li><li>Monitor individual, team and department results to identify trends that would affect service quality, revenue goals, performance targets and customer delivery; </li><li>Develop, direct, and manage the Video Banking and ITM Banking policies and procedures, including but not limited to policy manuals, contact lists, rates, compliance tracking and departmental training programs; </li><li>Participate in community activities and organizations to enhance the Bank's position in the community; </li><li>Manage and direct multiple vendor relationships and serve as a key partner with the technology group supporting core systems and processes; </li><li>Maintain sound knowledge of New Accounts and Teller Transactions. Including business accounts, trust accounts, estate accounts etc. </li><li>Perform other duties as assigned; </li><li>Maintain compliance with and adhere to all state and federal regulations and bank policies and procedures; and, </li><li>Work closely with the Customer Contact Officer to ensure unity and streamlined Customer Service. </li></ul> <p>Qualifications</p> <p>KNOWLEDGE, SKILLS AND ABILITIES</p> <ul> <li>Ability to use/learn current technology and software applications related to position; </li><li>Must have strong customer service and problem resolution skills; </li><li>Requires good follow through; </li><li>Excellent interpersonal, verbal and written communication skills required; and, </li><li>Requires strong organizational skills </li></ul> <p>EDUCATION, TRAINING AND EXPERIENCE REQUIREMENTS</p> <ul> <li>High school diploma or equivalent; </li><li>Five years of retail banking experience, to include customer service and sales; and </li><li>Five years of management experience. </li></ul> <p>CORE COMPETENCIES (make the same as Resource Center Manager)</p> <p>Exhibits Southern Bank's values, as further described through our values in action.</p> <p>Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one's area and other areas, teams, departments, units, outside vendors and partners, or organizations to help achieve business goals.</p> <p>Developing Others: Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively</p> <p>Initiating Action: Taking prompt action to accomplish objectives; Taking action to achieve goals beyond what is required; being proactive.</p>