ITM Operations Specialist

Job Details

Job Location:

Corporate Office - Rapid City, SD 57702

Job Category:
Banking

Provide operational, technical, and administrative support to the Interactive Teller Machine (ITM) program. This role assists the ITM Manager and department leadership by ensuring ITM terminals, systems, cash operations, and teller support functions operate accurately, securely, and in compliance with credit union policies, vendor requirements, and regulatory standards.

• Monitor ITMs and related machine statuses to include, addressing warnings and errors promptly; add, delete, and update machines across applicable systems with a high level of accuracy.
• Submit, track, and resolve ITM‑related service tickets, escalating issues as appropriate; coordinate with external vendors for machine performance, maintenance, and escalations.
• Coordinate with internal partners while serving as a liaison for ITM operations to ensure clear communication and timely resolution. Facilitate and participate in meetings related to escalated ITM tickets and business reviews.
• Monitor and track ITM cash levels; prepare and distribute communications related to emergency cash fill needs (e‑cash) and serve as a secondary control to identify potential cash issues before service interruptions occur.
• Remotely access ITMs as part of emergency shutdown or incident response procedures.
• Manage provisional credit (PC) and general ledger (GL) entries to ensure accuracy and balancing.
• Ensure ITM staff balance their virtual cash drawer with interactive software and the computer balance sheet. Manage ITM teller disputes and submit appropriate tickets for resolution.
• Partner with Payment Services and Accounting to research, locate, and resolve teller offages and settlement discrepancies.
• Monitor, review, and approve checks in CSP for accuracy and compliance; perform check hold reviews and approve or deny holds within assigned authority limits; review check hold approvals to ensure they are within the assigned authority limits.
• Remove and update user access in applicable systems in accordance with security standards. Maintain accurate records of equipment, system access and updates, and key audit log.
• Compose, maintain, and update ITM department procedures and working instructions; review, prepare, and distribute periodic department and standardized reports, as directed by the ITM Manager.
• Provide support to all Credit Union staff by performing research, answering questions, and resolving system, transaction, or processing errors. Deliver consistent, high‑level internal service while exercising discretion when handling confidential information.
• Serve as a second‑level support resource during peak hours, following established escalation procedures.

• Onboard new ITM staff, including training and coordinating new‑hire observations; assist with coaching and developing staff through regular department meetings and regulatory training.
• Remain current on changes in legal, regulatory, economic, competitive, and technology environments impacting the ITM agent and ITM/ATM functions. Ensure duties are performed in compliance with credit union policies, procedures, and regulatory standards.
• Perform other duties as assigned by ITM Manager or VP.

• Working knowledge of all ITM and teller functions.
• Working knowledge of general ledger accounts pertinent to the department.
• Working knowledge of the credit union's products and services.
• Working knowledge of organization's policies/procedures and credit union's service philosophy.
• Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion.
• Working knowledge of credit union's in‑house computer system / Internet.
• Working knowledge of opening and closing procedures.

• Vision: A sighted person to effectively review documents.
• Speech/Hearing:
  Ability to communicate verbally and in writing with staff, members and vendors.
• Manual Dexterity:
  Ability to perform necessary computer‑related input.
• Physical Mobility:
  Limited mobility required. Requires the ability to work flexible hours.