ITM Teller

PRIMARY OBJECTION OF POSTION

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 member’s operational and financial needs via camera in accordance with credit union policies and procedures.  Cross-sell and promote credit union products and services.

ESSENTIAL JOB FUNCTIONS

• SERVICE

• Maintains excellence in delivering member service and exceeding the credit union and department service standards; greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member service.
• Through video transmission via the ITM process a variety of lobby and drive thru financial transactions including, but not limited to, deposits, payments, transfers, check cashing and withdrawals.  Ensures that proper endorsements and identification are obtained and follows credit union policies and procedures.
• Verifies amounts, examines share drafts/checks for proper endorsement, and ensure accuracy when entering deposits into computer records.
• Cash share drafts/checks and process withdrawals. Accept check copy request and order request from members.
• Provide guidance on how the member can process requests ; i.e. wire transfers, address changes, stop payment, cash advances.

• SALES

• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by tellers.
• Promote 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 product promotions; ascertaining member’s needs; directing members to a branch representative.

• TELLER DUTIES

• Balance checks and electronic entries at the end of the shift and compare totaled amounts to computer generated balance sheet. Research and resolve discrepancies. Report any discrepancy to the supervisor as necessary.
• perform such other teller functions that might be needed from time to time and assist others to complete tasks and work assignments.
• Review items presented via remote channels (ATM/ITM, Mobile, Merchant).  Review to include, but not limited to image quality standards and proper endorsements, loss prevention procedures, and account status and history.  Deliver compliance notices to members as required based on item review.

• COMPLIANCE & REGULATIONS

• Maintain accurate data entry in regard to member records, maintenance, and transactions; have the ability to find and correct errors.
• Adherence to security, internal control procedures, policies, mandatory training, compliance, product and credit union training.
• Maintain an up-to-date and comprehensive knowledge on all related policies, procedures, and rules and regulations, including robbery procedures.
• Demonstrates an understanding of and follow the requirements of all regulation compliance including but not limited to those Bank Secrecy Act (BSA), AntiMoney Laundering (AML), Office of Foreign Assets Control (OFAC), Customer Identification Program (CIP) and Member Due Diligence (MDD) as it specifically relates to their job functions.
• Responsible for completing BSA/AML compliance training annually.

• All other duties as assigned.

RELATIONSHIPS AND CONTACTS

Supervise Approximately: None

Reports To:  Digital Services Manager

Contacts:  Frequent contact by video with members and some contact with other departments.

EDUCATION

• High school Diploma/GED

EXPERIENCE

• Twelve (12) months of cash handling, customer/member service experience.
• Contact center experience and bilingual in Spanish and English is preferred. 
• The 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 orientated attitude.

PHYSICAL REQUIREMENTS

• Must have excellent written and verbal communication skills and interpersonal skills in order to interact professionally and effectively with members via video transmission equipment.
• Must be able to use multiple software applications simultaneously.
• Position involves wrist/hand manipulation; restriction to workstation for extended periods of time; ability to bend, stoop and reach overhead. 
• Vision abilities required by this job include close vision for frequent viewing of computer monitor and review of documents.  
• Able to prioritize tasks, deal effectively with competing and changing priorities, and meet deadlines.
• Accurate, detail-oriented, and organized. 
• Able to multitask in order to serve multiple members simultaneously. 

EQUIPMENT SKILLS

• Personal computer with windows environment, calculator, scanner, ATM/ITMs, drive thru equipment, and copier.

I acknowledge that I have received, read, and understand this Job Description.  I agree to perform to the best of my abilities the functions and duties described herein, with or without reasonable accommodation.  I understand that this Job Description does not constitute an employment contract or alter my "at-will" employment status.  I further understand that the duties and responsibilities described in this Job Description are subject to change or modification, as determined by management, and that I am responsible for performing any job duties, or other tasks, and responsibilities that may be assigned, and/or directed by management.