ITM Member Experience Associate

Job Description

Job Description

Summary:

• Assist members through ITMs with transactions and a professional digital experience.
• Provide excellent service, resolve issues, and proactively communicate with members.
• Educate members on products, services, and digital banking solutions.
• Support cash operations while following financial, fraud-prevention, and credit union procedures.

Role:  To assist members with their financial transactions, through an on-screen, video experience. Ensure high level member satisfaction by presenting a professional attitude, appearance and knowledge. Ability to proactively engage in positive, and productive communication with members who utilize Interactive Teller Machines (ITM). To assist and schedule resources needed to meet the cash flow operations of the center. Provide to members education on products and services, and facilitate guidance for digital needs. Deliver a superb digital experience.

Knowledge and Skills:

Experience: One year to three years of similar or related experience; minimum of one year Member Experience Associate / Teller II experience recommended.

Education : A high school education or GED.

Interpersonal Skills:  Courtesy, tact, and diplomacy are essential elements of the job. 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.

Other Skills:

1. Strong interpersonal and customer service skills are a prerequisite necessary to the position. This includes verbal communication, nonverbal communication, listening skills, developing rapport, empathy, flexibility, negotiation, problem-solving, decision-making, teamwork, respect, and persuasiveness.

2. Ability to operate general office equipment such as copier, computer and other credit union provided equipment.

3. Must be able to operate related computer software as provided by the credit union.

4. Ability to grasp the effects of member requests as they relate to individual accounts.

5. Knowledge of common scam and fraud prevention practices.

6. Possess fundamental knowledge of the financial industry, including an understanding of the check clearing process along with negotiable instruments and collections.

7. Knowledge and understanding of the basic processes of other credit union departments and branches.