ITM Relationship Advisor Full-Time

Job Opportunity At Addition Financial

We are Addition Financial, a member-owned, not-for-profit financial cooperative, offering comprehensive financial solutions that help members achieve their financial goals. Shareholder profits don't drive us and never have. Since 1937, we've been on a mission to bring financial success and education to everyone and make a positive impact in the lives of our members and the communities we serve. And we want your help to make that happen. We're looking for people who not only want to do meaningful, challenging work, but who also have a heart for service. If this sounds like you, keep reading and we'll dive into the specifics!

We are the Alternative Delivery Channel Group. We are a high-volume member service group. Our goal is to provide world-class member service, and product pairing based on each member's individual needs. It is the responsibility of each member of our team to meet these goals as we strive to enhance the Addition Financial brand. We work hard to meet these goals because it means our members' lives are changed for the better.

Our culture is built on empowerment and a set of core principles. We believe that well-trained employees are confident, proficient, and assertive. We aim to foster an environment where staff have the autonomy to make decisions on behalf of members, resolve issues, and provide exceptional service, ensuring the best possible experience for each member while upholding our core values. We maintain an environment of open communication, idea sharing, and continuous improvement to work more efficiently and stay focused on people.

Job Summary: The ITM RA I is dedicated to servicing members through an engaging, on-screen video experience. This role requires proactive, professional, and positive communication with members utilizing Interactive Teller Machines (ITMs) at remote locations. The ITM Specialist is responsible for processing transactional requests, providing education on products and services, and facilitating guidance for digital banking needs while adhering to our service behaviors.

Key Responsibilities:

• Engage with members through video communication, ensuring a seamless and friendly experience while assisting with transactions such as deposits, withdrawals, and account inquiries.
• Educate members about ITM functionality and other digital banking services to enhance their banking experience.
• Conduct consultative conversations about our products and services to ensure members are matched with a full suite of offerings that meet their needs.
• Make informed decisions on check deposit holds and submit Suspicious Activity Reports for any unusual activity.
• Place holds on accounts for uncollected funds in accordance with Reg. CC and Credit Union policy.
• Cash checks and disburse money after verifying signatures and member balances.
• Enter member transactions into dual computer software to accurately record transactions and issue computer-generated receipts.
• Ensure that your personal appearance is presentable, professional and upholds the Addition Financial brand.
• Collaborate with team members to enhance member experience and operational efficiency.
• Other duties may include but not be limited to servicing requests from the contact center, opening accounts for the new accounts team, and responding to messages from the message center.
• Ensure that the ITM is in balanced by regularly verifying cash levels and reconciling discrepancies.
• Balance currency and checks in dual software at the end of the shift, comparing totaled amounts with data displayed to ensure accuracy.
• Document member interactions and transactions accurately in the system.
• Provide support and guidance to team members by sharing knowledge, best practices, and techniques to improve service delivery and transaction accuracy.
• Assist in onboarding and training new staff on ITM operations, digital banking tools, and consultative sales techniques.

Qualifications:

• Prior experience in banking, or financial services, preferably in a role involving video communication or Teller transactions.
• Exceptional customer service and interpersonal skills. Must be able to work with frequent interruptions while multi-tasking for accuracy within time limitations.
• Detail oriented
• Initiative/self-starter
• Good judgment and common sense
• Goal oriented
• Good Listening, oral, and written communications, particularly in sensitive situations

Working with us:

We're continually recognized as a top employer because we understand people like you want more out of your career. Like making a difference in people's lives and in the community. Being part of a team that supports each other. Feeling good about the time you spend at work each day. And being able to balance your life while also earning a competitive base salary and benefits, including:

• 401k with profit sharing contribution
• Comprehensive medical, dental and vision coverage from leading insurance providers
• Continuing education and up to $5,000 in tuition assistance annually
• Generous vacation and sick pay
• Paid parental leave and volunteer time off
• Major holidays off including Federal holidays that many other industries don't observe
• Credit union benefits including reduced consumer/mortgage loan rates, free checks, and other financial services discounts

At Addition Financial, we accept you for who you are. We are an equal opportunity employer and do not discriminate based on race, color, creed, religion, national origin, sex, marital status, age, protected veteran status, or disability/handicap with regards to recruitment, selection, placement, promotion, wages, benefits, and any other areas of employment. Personal perspectives and beliefs are what helps our team members, and our company, grow as a whole and we seek to nurture that inclusiveness. We welcome our team member's diverse viewpoints and work together so that everyone's voices are heard. So, if you're ready to take your career to the next level, Count Us In.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.