Job Title: Regional ITM Teller Manager

Position Location: Raleigh, NC. Hybrid Role, 3-4 days per week in office and traveling locally to branches.

Job Summary:

The ITM (Interactive Teller Machine) Regional Manager leads and oversees the performance, strategy, and expansion of Teller Center operations across multiple locations. This role blends operational leadership, technology oversight, and member experience management to ensure consistent, high-quality service delivery through remote teller platforms.

As a key contributor to the Coastal team, your responsibilities will be:

(40%) Operational Excellence/Member Experience Strategy:

• Promote a culture of accountability, innovation, and member focus.
• Analyze member feedback and usage data to optimize operations.
• Analyze and review staffing model compared to volume to ensure member needs are met; schedule team according to business needs and look for tools to assist with workforce management.
• Address escalated service issues and ensure timely resolution and effective use of the member relationship management tool.
• Build out Teller Center strategy aligned with the corporate strategic direction and to look for operational efficiencies and enhancements around member service and staffing optimization.
• Awareness of branch expansion strategy, ITM roadmap, and a resource for corporate projects as needed.

(30%) Regional Team Leadership:

• Manage Teller Center operations across multiple locations or service areas. Onsite visits are required at each location weekly.
• Develop and maintain performance metrics for the department and ensure adherence at all levels of the team.
• Ensure consistent service standards and operational effectiveness.
• Coordinate with branch managers, Risk Management, IT, and other internal departments to resolve issues and implement improvements.
• Lead and mentor ITM Teller Managers and maintain consistency of staff management across the Teller Center department.

(20%) Partnership and Collaboration

• Collaborate with other business units to resolve issues and improve service delivery.
• Work with key stakeholders across the organization to improve Teller Center awareness and optimize operations. Engage in regular partner meetings and attend other team meetings across the organization as needed.

• Ensure Teller Center operations comply with banking regulations and internal policies and in accordance with Risk Management and Fraud teams.

• Serve as a resource on corporate projects that impact the department. Responsible for communication and awareness of projects and campaigns that could have a member impact.

(10%) Reporting & Analytics

• Prepare performance reports for the department and upper-level management.

• Use data to identify trends, forecast needs, and guide strategic decisions. Make recommendations to leadership based on data points and insights.
• Maintain accurate staffing list in accordance with set budget, track attrition, and overall workforce management. Request staffing based on need and in accordance with session volume and set performance metrics.

Interested? Here are the qualifications we need to see on your resume:

Experience:

• Eight years of experience in banking operations, teller management, or virtual banking.

Education:

• Bachelor's degree in business, Finance, or related field (preferred).

For consideration visit https://coastal24.applicantpool.com/jobs/ . You can also scroll back up to the top of this page to the "Apply Now" section.

Deadline for Application: All resumes must be received on or before 10/13/2025

Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Coastal Federal Credit Union is committed to providing reasonable accommodations to applicants who may have disabilities. If you need special assistance or an accommodation in applying for employment, please contact our HR department at jkedra@coastal24.com. Request for reasonable accommodation will be considered on a case by case basis.

"It's our duty to create a workplace and company culture where everyone feels heard and valued, and is appreciated for their unique backgrounds, experiences, and perspectives. At the end of the day, what truly matters is that every person who walks through our doors believes that they are an integral part of our team and can bring their best, true self to work each day. Building a culture of inclusivity means creating an environment where everyone thrives and succeeds together."

-Tyler Grodi, CEO

VEVRAA Federal Contractor

Equal Opportunity/Affirmative Action Employer

Minority/Female/Disability/Veterans