Interactive Teller

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The Interactive Teller position provides quality member service through technical competence, assuring work quality and Member service standards are upheld and maintained. Handle member transaction and account requests effectively and accurately through an Interactive Teller Machine (ITM) based web-cam environment, exercising sound business judgment in decision-making, while providing personal and professional member experience. Maintains compliance with Credit Union policies and procedures, as well as financial regulations to include BSA (Bank Secrecy Act) and the Chronological Log. The Interactive Teller must excel in service, quality communication, product knowledge and offerings, and accuracy while meeting all service, performance and safety standards. The Interactive Teller position resides in the Call Center providing real time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM). The Interactive Teller utilizes multiple computer and communication applications including: Symitar, Teller Now, Synergy, Application Extender, Online Banking ADM Tool, True Checks, Network Management, ITM Dashboard, and Ent's Element. Perform duties in compliance with regulatory requirements while adhering to Ent's Accuracy and Financial Difference policy.

Essential Functions

• Provides efficient and accurate service to Members: Process all Interactive Teller Machine transactions via video interaction efficiently and accurately adhering to Ent?s Accuracy and Financial Differences policy. Responsible for monitoring wait time, transaction time and overall member satisfaction. Verifies proper identification from members. Disburses and accepts cash according to policy and procedure limit. Accepts checks for deposit, within designated limits. Verifies endorsements as required by teller operational policies. Reports suspicious activity through proper channels demonstrating solid understanding of fraud and other risks associated with ITM transactions. Adhering to check hold policies and making exceptions when needed while protecting our member and the Credit Union. Completing Currency Transaction Report and Chronological log when permitted. Responsible for making sure that all equipment is functioning properly to efficiently and accurately serve members. Troubleshooting known issues and reaching out to the proper departments in order to reach resolution. Responsible for balancing each day?s transactions, verifying cash totals, and locating any cash differences while ensuring that they are properly documented and reviewed. Assures that differences and outages are properly accounted for and reconciled.
• Call Center Operation Support: Provide overflow phone support when needed. Assist with Fulfillment, Secured Messaging, to include any other areas in the Call Center that may need support.
• Credit Union Representation: Maintain a strong working knowledge of all credit union products and ensures full compliance with and implementation of all credit union policies, procedures and regulations. Identifies and provides members with appropriate upsell or cross-sell opportunities.
• Administrative Duties: Perform practical administration such as opening and closing the Interactive Teller Machine department in the absence of all Sr. Interactive Tellers or Supervisor. Assists with emerging or unexpected member / organizational needs and ensures they are handled in a timely fashion.
• Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position

• High School Diploma/G.E.D. or Equivalent.
• 1 years' customer service and or sales experience preferably with a financial institution, as a call center member service representative or a Service Center Representative with teller experience.

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2 years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experience.

Technical or Specialized Knowledge/Skills:

• Basic computer skills, including the ability to use Windows, Microsoft Word and Office, Symitar, Teller Now, and complete multiple tasks utilizing various databases.
• Basic typing, computer, and ten-key required.
• Excellent organizational skills required.
• Excellent oral and written communication, including presentation skills.
• Good Troubleshooting and independent decision making skills.
• Ability to detect fraud in order to minimize loss to the Credit Union.
• Professional interpersonal relationship skills.
• Knowledge of Credit Union Policies, Procedures, and Audit requirements.
• Able to understand member needs and offer appropriate upsell or cross-sell solutions.
• Ability to empathize with the member and offer solutions that are reasonable for both the Member and the Credit Union.

Certifications Required:

• None

Environmental, Physical and Psychological Requirements

• Standing - Occasionally
• Walking - Occasionally
• Sitting - Frequently
• Lifting - Rarely (40 Lbs)
• Carrying - Rarely
• Pushing - Rarely
• Pulling - Rarely
• Balancing - Rarely
• Stooping - Rarely
• Kneeling - Rarely
• Crouching - Rarely
• Crawling - Rarely
• Reaching - Occasionally
• Handling - Occasionally
• Grasping - Occasionally
• Feeling - Occasionally
• Talking - Frequently
• Hearing - Frequently
• Repetitive Motions - Frequently
• Eye/Hand/Foot Coordination - Occasionally
• Noises louder than normal speaking volume - Occasionally
• Temperature Changes - Rarely
• Atmospheric Conditions - Rarely

Additional Information

Typical Pay Range: $19.50 to $22.58 per Hour (S11)

This position is eligible for our corporate bonus program based on company performance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

Benefits Summary Sheet - 2023

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)