Interactive Teller Machine Service Associate

• Employee Type Full Time Nonexempt

• Name Human Resources

The Interactive Teller Machine (ITM) Service Associate is responsible for the day to day operations of the ITM up to and including the basic role of a teller with some exceptions and differences. Not all teller duties are functional at the ITM. This position is responsible for providing education for our members about credit union products and services. Due to the high trust involved with dealing with members’ financial security;

work is performed accurately and in a manner consistent with the credit union’s mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

This position must effectively carry out the essential duties of this position in a positive manner that consistently demonstrates the core values of Notre Dame Federal Credit Union. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The duties identified below are the essential functions of the position and other duties may be assigned.

In accordance with the MSA policies and procedures, the ITM Service Associate will perform the following non-exhaustive list of duties:

• Provides teller assistance to members and enhances member’s ITM experience via video technology.
• Facilitates ITM process for members by providing step-by-step guidance through the ITM process.
• Assists members with all routine ITM transactions, such as cash and check deposits, cash withdrawals, transfers and account balance inquiries.
• Projects exceptional member service while conveying a positive banking/ member service experience utilizing video technology.
• Initiates outbound calls in order to strengthen the relationships with member, increase our overall share in the market, and to help meet the strategic goals set by the Board of Directors.
• May recommend other credit union products and services to meet the member’s needs.
• Protects member confidentiality and privacy.

Operational Compliance/Audit

• While performing duties and responsibilities, all should be maintained with a minimal level of operational errors.
• Adhere to record retention requirements of Notre Dame Federal Credit Union.
• Correctly and properly complete all member documentation.
• Adhere to all BSA onboarding CIP procedures.
• Abide by and follow Regulation B, Regulation CC and Regulation
  
  E. Continue to regularly educate members on Regulation
  
  D.

Member Service

• Assist members in a consultative sales mentality. All ITM Service Associates are expected to serve as an expert financial consultant that will be able to readily recommend and assist members with financial literacy via offering products and solutions offered by Notre Dame Federal Credit Union.
• Responsible for having a vast understanding of all products and services offered at the credit union via ongoing training.
• Aid in handling member issues/concerns/complaints. Deescalate any outstanding issues members may have while in the branch or while calling into the branch.
• ITM Service Associates will be responsible for readily greeting, assisting and aiding all members that utilize the ITM with any needs they may have. In addition to this, the ITM Service Associate should look for opportunities with every interaction to further the relationship with the member.
  • Actively profiles new and current members and cross-sells appropriate products and services to meet member’s needs.
  • Track all referrals and member related issues via sales trackers and production trackers.
  • Order checks for members as requested.
  • Attend and take online courses as needed and assigned to continually increase knowledge and capabilities within the position.
  • Positively promote the organization both internally and externally with all member and/or potential member…