ITM Service Specialist
Company: FAA Credit Union
Location: Oklahoma City
Posted on: May 28, 2023
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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:
7
Reports To:
AVP Contact Center
Classification:
Non-Exempt
Supervises Direct:
0
Supervises Indirect:
0
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:
E
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.
E
15%
Provide back up to contact center agents as needed.
E
15%
Process various administrative transactions including, but not
limited to, mail payments and deposits, . Assist with remote
deposit capture and other transactions as needed.
E
10%
Cross-sell credit union products and services. Encourage and
advocate the use of technology to meet Member needs.
E
15%
Complete certain account maintenance including, but not limited to,
address changes, stop payments, statement/check copy requests,
check orders, and account closures.
E
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.
N
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.
Keywords: FAA Credit Union, Oklahoma City , ITM Service Specialist, Other , Oklahoma City, Oklahoma
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