Job Description

Job Summary

ITM Agents are responsible for accurately processing financial transactions and being an effective source of information for our members through many channels. Agents interact with members through the various digital and remote channels such as interactive teller machine (ITM), chat, email, secure messaging or other digital platforms. They provide friendly, professional, confidential and effective assistance to member and company associates assuring a positive experience and minimizing wait time. This position also focuses on the following:

 

Major Duties and Responsibilities

• Professionally respond to and resolve inquiries to incoming requests through interactive teller machine (ITM), email, chat, secure messaging, text, or other digital platforms. Utilizes advanced problem solving and decision-making skills. Promptly, accurately, and efficiently assist with monetary transactions, account inquiries, research, maintenance, disputes, and non-monetary transactions. Ensure proper identification is presented for appropriate transactions. Maintain a high degree of member confidentiality and manage risk appropriately. Takes ownership over issues within agent's authority for online service channels such as remote deposit capture, ATM deposits, mobile banking and bill pay. Completes required teller reports and end of shift work.

• Operate in an organized, detail-oriented fashion performing operational tasks while responding promptly to member inquiries and requests demonstrating accuracy and commitment to the member base. Able to quickly pivot from one task to another and handle multiple incoming requests, meeting established service level agreements. Work across abroad range of platforms with ease, including but not limited to chat, ticketing software, teller software, Microsoft etc. Completes required teller reports and end of shift work.

• Listens and responds to members situations or complaints utilizing credit union service skills; offers solutions and if unable to resolve guides members to the appropriate staff or management for assistance. Maintains a thorough knowledge of the features and benefits of all Credit Union products and services to deepen member relationships. Identifies and recommends products /services best suited for potential and existing members and refers to appropriate staff.

• Completes all required quarterly /annual product knowledge exams and mandatory trainings. Participates in all meetings and sales & service development activities.

• Create and maintain a clean, neat, pleasant work environment by maintaining a professional look (i.e. dress, posture, attitudes, etc.), positive outlook, and behavior toward members and co-workers.

• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control.

• Carries out supplementary tasks aligned with the role and department objectives

Knowledge and Skills

• Experience

           Up to six months of similar or related experience including time spent in preparatory positions.

• EDUCATION/CERTIFICATIONS/LICENSES
  High school degree or GED required.

• INTERPERSONAL SKILLS
  Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others inside and/or outside the organization, generally regarding routine matters for purposes of giving and obtaining information, as well as advising or referring, which commonly require shorter discussions.
  
   

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