ITM Teller

About the Role

Provides real-time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM). Performs a variety of financial transactions to service members’ operational and financial needs via camera in accordance with credit union policies and procedures. Cross-sells and promotes credit union products and services.

Responsibilities

• Service:
  • Maintains excellence in delivering member service and exceeding the credit union and department service standards.
  • Greets and welcomes members in a courteous, professional, and timely manner, providing prompt, accurate, and efficient member service.
  • Processes a variety of lobby and drive-thru financial transactions via ITM, including deposits, payments, transfers, check cashing, and withdrawals.
  • Ensures proper endorsements and identification are obtained and follows credit union policies and procedures.
  • Verifies amounts, examines share drafts/checks for proper endorsement, and ensures accuracy when entering deposits into computer records.
  • Cashes share drafts/checks and processes withdrawals.
  • Accepts check copy requests and order requests from members.
  • Provides guidance on processing requests such as wire transfers, address changes, stop payments, and cash advances.
• Sales:
  • Maintains up-to-date and comprehensive knowledge of all credit union products and services handled or promoted by tellers.
  • Promotes credit union services such as electronic services, debit cards, money orders, and safe deposit boxes.
  • Cross-sells credit union products by answering inquiries, informing members of new services and promotions, ascertaining members’ needs, and directing members to a branch representative.
• Teller Duties:
  • Balances checks and electronic entries at the end of the shift and compares totaled amounts to computer-generated balance sheets.
  • Researches and resolves discrepancies and reports them to the supervisor as necessary.
  • Performs other teller functions as needed and assists others to complete tasks and work assignments.
  • Reviews items presented via remote channels (ATM/ITM, Mobile, Merchant), including image quality standards, proper endorsements, loss prevention procedures, and account status and history.
  • Delivers compliance notices to members as required based on item review.
• Compliance & Regulations:
  • Maintains accurate data entry regarding member records, maintenance, and transactions, with the ability to find and correct errors.
  • Adheres to security, internal control procedures, policies, mandatory training, compliance, product, and credit union training.
  • Maintains up-to-date and comprehensive knowledge of all related policies, procedures, and rules and regulations, including robbery procedures.
  • Demonstrates an understanding of and follows requirements for regulation compliance, including Bank Secrecy Act (BSA), Anti-Money Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP), and Member Due Diligence (MDD).
  • Completes BSA/AML compliance training annually.

Qualifications

• Education: High school diploma or GED.
• Experience: Twelve (12) months of cash handling and customer/member service experience. Contact center experience and bilingual (Spanish and English) preferred.
• Ability to convey confidence while accurately processing financial-related inquiries and requests.
• Accuracy, reliability, and ability to engage in relationship-building with a highly positive, service-oriented attitude.

Skills

• Excellent written and verbal communication skills and interpersonal skills for professional interaction with members via video transmission equipment.
• Ability to use multiple software applications simultaneously.
• Involves wrist/hand manipulation; restriction to workstation for extended periods; ability to bend, stoop, and reach overhead.
• Vision abilities include close vision for frequent viewing of computer monitors and document review.
• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.
• Accurate, detail-oriented, and organized.
• Able to multitask to serve multiple members simultaneously.
• Equipment Skills: Personal computer with Windows environment, calculator, scanner, ATM/ITMs, drive-thru equipment, and copier.

Relationships and Contacts

Reports to: Digital Services Manager. Frequent contact by video with members and some contact with other departments.