Personal Experience Representative (Video Teller)

Job Title: Personal Experience Representative (ITM Agent)

Reports To: Manager, ITM & Email Support

Positions Supervised: N/A

FLSA Status: Non-Exempt

Job Summary

The Personal Experience Representative (ITM Agent) is responsible for assisting members with a wide variety of services and advisement in utilizing company products and services in order to meet personal financial goals and provide the highest quality customer service. This position builds positive member relations by providing prompt, efficient, accurate, courteous, and personalized service to members.

Job Responsibilities

The intent of this job description is to provide a representation of the types of duties and level of responsibilities required of this position and is not intended to be an exhaustive list of all responsibilities, duties, and skills. Team members may be directed to perform job-related tasks other than those specifically stated in this description.

• Educates members on Credit Union products and services, promoting a positive relationship between the members (internal and external) and the Credit Union.
• Conducts engaging real time interactions and virtually processes member transactions received via Interactive Teller Machines (ITMs) including deposits, withdrawals, transfers, and loan payments; ensures that proper identification and endorsements are obtained for all transactions.
• Processes member requests for check orders, address changes, loan advances, opening sub accounts, open/close shared certificates, account closures etc. where first contact resolution is possible and creates a low effort escalation to the appropriate dept or team member, as needed.
• Balances checks received and assigned cash drawers.
• Cross trains to assist with relevant email and call queues.
  
  
  

Required Qualifications

An equivalent combination of education, training, and experience will be considered.

• High school diploma
• 2 years relevant professional experience
  
  
  

Preferred Qualifications

• Financial institution experience
  
  
  

Knowledge, Skills, And Abilities (KSA’s)

A representation of the knowledge, skills, and abilities necessary to perform this job competently.

• Knowledge of applicable laws and regulations, including but not limited to, the Bank Secrecy Act (BSA), the Patriot Act, and the Office of Foreign Assets Control (OFAC).
• Ability to interact face-to-face, using electronic media and over the phone with customers and co-workers in a clear, confident, friendly, and polite manner.
• Ability to use tact and diplomacy and present a professional personal appearance.
• Proficiency with computers, office software, internet browsers, and related technologies.
• Courtesy and tact in personal contact with members and others inside and outside the organization.
• Skilled in providing instructions with critical thinking skills to identify when warm transfers to other divisions are necessary.
• Strong verbal and written communication skills.
• Capacity to work independently while meeting KPI’s.
  
  
  

Work Environment

Environmental or atmospheric conditions commonly associated with the performance of this job’s functions.

• Hybrid work environment with the utilization of on-line technology, including various computer programs and systems.
• On-camera, video interactions with members for the significant majority of the work day.
  
  
  

Physical Abilities

The physical demands described below are representative of those that must be met by an employee to successfully perform this job’s essential functions. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• Ability to work at a computer in a stationary manner up to 8 hours daily.
  
  
  

Together Credit Union is an Equal Opportunity employer. The Credit Union complies with appropriate federal, state, and local laws and provides equal employment opportunities without regard to race, color, religion, gender, age, sexual orientation, gender identity or expression, national origin, military or veteran status, disability (including pregnancy), genetic information, or any other protected status to all qualified applicants and employees. Together Credit Union is committed to a policy of non-discrimination and dedicated to providing a positive discrimination-free work environment.