ITM Specialist - Truity Credit Union

JOB SUMMARY

This position must provide unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions through out Interactive Teller Machine (ITM) system. Must possess analytical and technical skills to address questions and issues related to electronic services and ensure a smooth and efficient banking experience for our members.

ESSENTIAL FUNCTIONS

May include any and/or all of the following:

1. Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches.
2. Answer video transmissions via the ITM, in a timely and professional manner.
3. Guide members through self-service handling of account transactions and maintenance requests.
4. Process paying and receiving transactions, as needed, and fill in on teller line as assigned.
5. Actively listen and respond to member inquiries, suggestions, requests, and concerns while providing exceptional service.
6. Facilitate member transactions that require additional approval, as needed, utilizing decision making skills.
7. Participate in the filling of ITMs and ITM maintenance, as required.
8. Monitor check deposits via the ITM and determine whether additional holds are needed.
9. Carry out check hold processes and procedures while being able to recognize inconsistencies regarding checks being deposited and account activity while examining checks for endorsements and negotiability.
10. Achieve and maintain all required performance goals and quality measurements.
11. Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification, while noting any red flags.
12. Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
13. Assist Spanish-speaking members when applicable.
14. Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
15. Key relevant member activity and interactions into Symitar Notes to consistently provide a better member experience from all employees interacting with the member.
16. Perform all other duties as assigned.

KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS

• Knowledge of:
  • • Credit Union products and services including being able to understand check hold processes and procedures
    • Microsoft Office Suite
    • Technology and various software programs
    • Paying and receiving functions including policies, practices, standards and computer transactions
• Ability to:
  • • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
    • Provide accurate and thorough answers to member questions via ITM.
    • Prepare for daily interactions with a professional mindset and an organized workstation, free of distractions.
    • Write routine reports and correspondence and speak effectively before members and employees
    • Maintain confidentiality and professionalism
    • Carry out Credit Union mission, philosophies, values, and practices
• Skill in:
  • • Strong verbal and written communication
    • The ability to serve and communicate effectively and efficiently in a timely manner through video, digital banking messages, e-mail, and live chat forums
    • Participate in a productive team environment

QUALIFICATIONS

Critical Development Experiences:

Pursue opportunities for professional growth and development through training, education, and self-study

Successfully complete all applicable compliance training and testing

Education and experience equivalent to:

A minimum of one year up to three years of similar or related experience, including preparatory experience

A high school degree or equivalent

REQUIREMENTS

Regular attendance and timeliness are essential functions of this position. While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co-employees and members.

REGULATORY COMPLIANCE & CONFIDENTIALITY

Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies. This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.