ITM Service Specialist

Job Description

Job Description

True Sky Credit Union

Structured Compensation - Job Description

ITM Service Specialist

Data Year : 2020

Prepared On : 10 / 05 / 2020

Department : Contact Center

Grade : Reports To :

AVP Contact Center

Classification : Non-Exempt

Supervises Direct :

Supervises Indirect :

Approved By :

President / CEO

Effective Date : 07 / 26 / 2020

Revised Date : 07 / 26 / 2020

Role :

An ITM Service Specialist provides exceptional, personalized Member service through an interactive teller machine (ITM). Members touch the screen of an ITM to be directly connected with a ITM Service Specialist who assists the Member in completing their financial transaction through a video interface. The ITM Service Specialist develops Member relationships, educates Members on the use of ITMs, provides technical support, and ensures each transaction is processed accurately and efficiently.

Essential Functions & Responsibilities :

30%

Greets members with a friendly smile and greeting on ITM Video screen within the prescribed timeframes. Process deposits, withdrawals, loan payments, and other transactions via ITM video interface by verifying Member identity / signatures, securing approval for transactions when appropriate, and ensuring the accuracy of the amounts handled.

15%

Provide back up to contact center agents as needed.

15%

Process various administrative transactions including, but not limited to, mail payments and deposits, . Assist with remote deposit capture and other transactions as needed.

10%

Cross-sell credit union products and services. Encourage and advocate the use of technology to meet Member needs.

15%

Complete certain account maintenance including, but not limited to, address changes, stop payments, statement / check copy requests, check orders, and account closures.

10%

Assist in mitigation of risk and losses to the credit union through the review of account activity and by gathering information required for the completion of CTRs and SARs. Reporting suspected fraud activity to your supervisor immediately.

5%

Performs other job related duties as assigned.

Performance Measurements :

1.

Connect quickly with Members to identify and understand their financial needs and cross sell. Represent True Sky Credit Union in a knowledgeable, friendly (smile you are on camera) , and highly professional manner by providing friendly, professional, personal, and confidential service to all members and associates.

2.

Collaborate with contact center agents to increase cross-sales and enhance the overall experience for Members using interactive teller machines.

3.

Routinely answers departmental emails and performs a variety of customer service functions including, but not limited to ordering / canceling checks and debit cards, resetting passwords, activating gift / travel cards, stop payments, etc. This duty is performed daily, about 10% of the time.

4.

Educates members and assists with usage of new ITM technology, being comfortable with emerging technologies and able to support other member delivery channels. Promptly report malfunctions of interactive banking equipment to a supervisor

5.

Responsible for balancing each day's transactions, verifying cash totals, and locating any cash differences while ensuring that they are properly documented and reviewed.

6.

Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.

7.

Proactively seek opportunities to cross sell and identify appropriate products and services for the greater benefit of the member.

8.

Maintain a dependable record of attendance and timeliness.

9.

Maintains confidentiality of customer account information.

10.

To stay current and comply with all federal and state regulations including Bank Secrecy Act (BSA) , Office of Foreign Assests Control (OFAC) and all credit union policies and procedures.

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

Strong computer skills, ability to multitask : ITM staff will be required to use 2-3 software programs concurrently to complete a transaction. Use general office equipment such as calculators, computers, photocopiers, and scanners. Includes the ability to operate cash counting machines. Basic knowledge of established teller procedures and policies. Understanding of Credit Union operations. Maintains confidentiality related to Credit Union operations and work-related information.

Physical Requirements

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

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch, talk and hear. The employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is not exposed to weather conditions.

The noise level in the work environment is usually moderate.

This Job Description is not a complete statement of all duties and responsibilities comprising the position.