Reports To: ITM Teller Supervisor
Job Overview
The ITM (Interactive Teller Machine) Teller welcomes members via a video teller function and will listen to the member request and proactively fulfill the financial needs of each member. Additionally, the ITM Teller will share financial education and expert knowledge in business and consumer product/service recommendations with the members. They will also accurately and efficiently process a variety of financial inquiries, account deposits, service requests, and transactions through secure credit union assets, balances transactions, and completion of necessary reports.
Major Tasks, Responsibilities and Key Accountabilities
- Provides friendly, helpful service that promotes financial discipline through:
- Preparing for daily interactions with a professional image and an organized workstation.
- Maintaining knowledge of FCCU products and processes.
- Proactively greeting members with a smile, handshake, introductions, and full attention.
- Understanding the member's objectives by asking appropriate questions and listening to the member's responses.
- Recommending the best solution or guiding the member to the appropriate staff to accomplish the member's needs and strengthen their financial well-being.
- Processing the transaction accurately and efficiently.
- Following up with the member to ensure satisfaction and to provide encouragement.
- Perform routine member transactions, including but not limited to deposits, withdrawals, cash advances, loan payments, transfers, check cashing, Visa gift cards, cashier's checks, and money orders.
- Receive share deposits, Visa payments, principal only payments, mortgage payments, installment, and share secured loans, ensuring that payments equal the amount due and that all late charges, if applicable, are collected and entered into in-house computer system.
- Provide members with the forms necessary to transact business and proper receipts for payments.
- Examine checks for endorsements and negotiability.
- Respond to members' requests, problems and complaints, and/or direct them to the proper person for specific information and assistance.
- Provide routine information on Credit Union products or services, including eligibility for membership, types of Credit Union accounts, current dividend rates, locations, office hours, and telephone numbers. Provide members with account status, including current balances.
- Accurately complete Currency Transaction Report and Suspicious Activity Report.
- Fulfills member service requests including account maintenance, research, reconciliation, and correction.
- Secures the credit union's assets by handling cash and negotiable instruments in a consistent manner, properly identifying members, keeping member information confidential, balancing at the end of each business day, and completing necessary reports that summarize daily activities.
- Maintains up to date knowledge and adheres to all regulations, policies, procedures, and standards that pertain to this position.
- Actively works to insure credit union compliance with OFAC, Bank Secrecy Act/Anti-Money Act Laundering, and U.S.A. Patriot Act.
- Follows all credit union policies and procedures.
- Attends regular training as required.
- Performs other duties as assigned, including filling in for other departments as member demand necessitates.
Major Skills and Competencies
- Must possess strong interpersonal skills, a positive attitude, and a desire to help people.
- Must have the ability to identify member opportunities for financial improvement, communicate recommendations, and provide support.
- Must possess effective verbal and written communication skills.
- Must have reliable attendance.
- Must possess good judgment.
- Must possess basic math skills.
- Must possess strong understanding of consumer experience with smart phones and tablets.
- Ability to organize and prioritize work and maintain accurate records.
- Projects a professional image.
Physical Job Requirements
Frequent periods are spent standing or sitting in the same location with some opportunity to move about; occasionally there may be a need to stoop or lift light objects (typically less than 8 pounds).
- Ability to communicate with a diverse membership and employee group.
- Ability to accomplish the described responsibilities through the use of computers and technology.
- Ability to sit and/or stand for extended periods of time.
- Ability to work in a changing, challenging, and fast paced work environment.
- Variable stress levels.
- Provide own transportation.
- Occasional business travel.
Environmental Job Requirements
Typically located in a comfortable, quiet indoor area. There may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, strong drafts, or bright lights.
Location
Fort Atkinson, WI
Hours of Operations:
7:30 am - 5:30 pm, Monday - Friday
8:00 am - 12:00 pm, Saturday
Minimum Qualifications
- Must be at least 18 years of age.
- High School Diploma or GED
- Two years of previous Teller or equivalent experience serving customers.
Preferred Qualifications
- Previous experience recommending products and plans to improve a customer's financial position.
- Knowledge of banking and/or credit union regulations.