ITM Agent Job Grand Blanc area,Michigan USA,Customer Service/HelpDesk

Structured Compensation - Job Description

Role

To assist members and potential members with their ITM experience; explains services, responds to problems and completes transactions.

Essential Functions & Responsibilities

40%:
Assists members and potential members with their ITM experience; answers questions about products and services and resolves problems that are within their authority to resolve; refers problems that are beyond their authority to their supervisor, along with their recommendations. Identifies cross-sell opportunities and cross-sells services to members with Integrity.
40%:
Processes all ITM transactions through video interaction efficiently and accurately while providing quality member service and building lifelong relationships. ITM transactions may include withdrawals, deposits, check cashing, loan payments and transfers. Gives routine account information. Performs maintenance on members' accounts, cards, and address records.
10%:
Develops knowledge and skills to be an expert in credit union products and self-service machines. Demonstrates ability to balance, replenish, fix jams and audit ITMs.
5%:
Balances cash drawer and daily transactions on ITMs and ATMs.
5%:
Performs other related duties as assigned.

Performance Measurements

To take full responsibility for your own success with no excuses and to document your accomplishments towards your objectives at least weekly.

To achieve 100% of your daily/weekly/monthly and annual sales goals as you have set.

To provide informed, friendly, professional, personal service to all members and associates by making eye contact and using the member's name, smiling while listening, responding as though they are the only one in your world at that time, and finding the correct answer if you don't know it.

To handle all transactions in a timely and accurate manner, staying completely focused on the member's request allowing you to look for opportunity to cross sell a product that the member could benefit from.

To have complete accuracy with all transactions to allow you to balance 100% of the time. To analyze errors in written format on the rare occasion a mistake is made.

Strive to be an expert by continually update knowledge of credit union products, compliance, sales skills, and self improvement by completing CUES University courses, Rapid Learning modules, fully participating in individual and group training offered by credit union trainers, reading business related/self improvement books, and taking outside courses.

To maintain a professional and positive work environment by keeping your workspace neat and clean, not using your cell phone while working, and being conscientious of body language at all times. Have a business like appearance by wearing ELGA career apparel, suits, or other approved apparel.

Engages in ELGA Way Principles by making suggestions for continuous improvement and participates in community involvement.

Knowledge and Skills

Experience

One year to three years of similar or related experience.

Education

A high school education or GED.

Interpersonal Skills

Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills

Outgoing;
Motivated;
Must cross sell products and services comfortably over video teleprompter;
Good listening and communication skills; and computer skills; able to make decisions with minimum information. Critical thinking, problem solving and trouble shooting skills required.

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