Virtual Banking Assistant Manager – Onsite Southwood – NOT REMOTE Position Available In Leon, Florida

Virtual Banking Assistant Manager

• Onsite Southwood

• NOT REMOTE 4.2 4.2

  out of 5 stars 3800 Esplanade Way, Tallahassee, FL 32311 Virtual Banking Assistant Manager

• Capital City Bank
• More than your bank, your banker. Hours Mon
• Fri 8 a.m.,
• 5 p.m. or 9 a.m
• 6 p.

m. (TBD) Some Saturdays General Summary Position is responsible for managing daily operations for the Virtual Banker Team. The primary interaction with clients of this team is via Interactive Teller Machines (ITM). Reporting, coaching, and motivating Virtual Bankers to provide excellent client service with the objectives of expedient transaction processing with limited errors, and retaining client relationships. This associate must also possess a strong sales and service focus and display positive behaviors to help guide associates and self to achieve individual and departmental goals. The position requires above average technical skills, knowledge of company, products & services and advanced problem solving and decision-making abilities. This position has direct responsibility for employment decisions. All associates at Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans have access to confidential client information and must practice discretion at all times. Principal Duties and Responsibilities Performs all managerial responsibilities of the Virtual Banker Team. Coordinates scheduling and new associate hiring, including salary negotiations. Coaches and motivates Virtual Banking associates daily to effectively service clients with best practices to achieve departmental goals. Listening to the responses to client requests for accuracy, understanding, responsiveness, Client Service Excellence (CSE), etc. Generates reviews and enhances monthly reporting of Virtual Banking activity. Responsible for new teller training in the office, as well as continuation of ongoing training of Bank transaction policies and procedures (this includes knowledge of and adherence to regulations). Maintains teller performance standards, ensuring adherence to standards, including investigating and reporting and tracking overage or shortages in accordance to internal policies and procedures. Providing overrides for client requests that exceed authority for the Virtual Banker. Large amounts, closed accounts, dormant accounts, positive pay, etc. Attends lead teller meetings as required. Conducts frequent quality assurance for the Virtual Banking Department to identify coaching opportunities and works with associates to develop an action plan to achieve their individual goals. Assists Virtual Banking associates with questions and unusual client situations by obtaining and maintaining a high understanding of products, services, procedures, risks, vendors, and other pertinent information. Attend necessary sales, service, and product training sessions in order to maintain proficiency. Works closely with Virtual Bankers to achieve departmental goals. Holds regular team meetings and provides frequent feedback to associates. Overseeing the submission and completion of machine service requests. Communication with clients via teleconferencing technology. Understand and submits account maintenance requests and error resolutions. Performs multiple advanced-teller duties including, but not limited to; account maintenance, deposits and withdrawals, loan payments, check ordering, stop payments, endorsement verification, debit card maintenance, verification of funds, bank online resets, and end of day balancing as needed during bust times, PTO and sick leave. Corrections for associate error, processing error, or machine error. Being able to diagnose what went wrong and appropriately resolves the issue. Research transactions, disputed fees, accounts, signers, missing transactions, etc. ITM work order follow through. Making sure the ITM repair happens timely, the monetary outage is identified and reconciled, and tracking for repeated servicing needed. ITM resets when a machine is unresponsive, incorrect branding, running slow, or needs a diagnostic check. Keeping the ITM’s functional. Role model/enthusiast for all things new in Virtual Banking. Employer determines the essential functions of the job. All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans, with department managers setting the standard. Associated Duties Provides additional support to manager and department colleagues Completes all assigned/required Bank training within established timelines All associates must understand and adhere to the non-negotiable Banker Standards and commit to practicing SGNNT at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, with department managers setting the standard. Knowledge, Skills and Abilities (KSAs) Required The following KSAs are usually acquired through work experience and/or specialized course(s): Strong written communication skills Ability to communicate effectively and interact positively with all clients as well as fellow associates Exercises high level of sound and reasonable judgment Extensive knowledge of bank policies and procedures Ability to apply initiative and work with little supervision Ability to prioritize work and delegate when appropriate Must be knowledgeable and familiar with PCs Education Minimum, high school diploma or equivalent. Some college preferred. Relevant experience may substitute for the education requirement. Successful completion of in-house training program or other approved training program. Working Conditions Regular contact with clients, associates and supervisors in an open cubicle environment Occasional high stress situations Work with various personality styles Communication via chat, phone, video conferencing technology, e-mail and fax Multi-task using several computer applications In the rare instance of a major or extensive natural disaster, epidemic or pandemic occurrence, or other disruption within our footprint, it may be necessary for associates to relocate or telecommute before, during or after, to ensure business continuity. Capital City Bank associates are our greatest asset. We offer the following benefits Medical, Dental and Vision Life Insurance 401(k) with Matching Flexible Spending Accounts Tuition Assistance Stock Purchase Discounts on Products and Services EOE/Protected Veterans/Disabled/Drug Free The above declarations are not intended to be an “all-inclusive” list of the duties and responsibilities of the job described nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job.

THIS JOB DESCRIPTION DOES NOT CONSTITUTE AN EMPLOYMENT AGREEMENT.

This job description does not restrict Capital City Bank, Capital City Investments, Capital City Trust Company, Capital City Strategic Wealth, and Capital City Home Loans from the ability to assign, reassign or eliminate duties and responsibilities of this job at any time. This job description describes the current assignment of essential functions. These functions may change at any time as the needs of the Bank or department change or for other reasons deemed appropriate. Experience Preferred Please indicate work experience when applying Education Required High School or better Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.