Interactive Teller Representative I

Member Service Representative

Under general supervision, but following established policies and procedures performs a broad range of member service activities in person, through video, by mail, and/or by telephone. Answers questions concerning services provided by the credit union from members while quickly and efficiently processing transactions. Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous, professional manner. Ability to engage with members, begin a conversation, build rapport, and handle objections. Performs duties and responsibilities in accordance with The Apple Way principles, of Team Up, Serve with Purpose, Challenge Yourself and Own It. Remains cognizant of and adheres to credit union policies and procedures, and regulations pertaining to the Bank Secrecy Act. Performs other Member Services and clerical duties as assigned by the ITM Branch Manager.

Essential Functions & Responsibilities:

• Represents the credit union to the member, through remote video access, or when required represent in person, by mail or by telephone in a courteous, professional manner. Gives prompt efficient and accurate service in the processing of all transactions such as deposits, withdrawals, and account transfers. Balances checks and cash to daily cash received vouchers.
• Maintains a working knowledge of all ITM and remote ATM machines. Effectively helps members when requested remotely by for assistance.
• Receives loan payments, checks and cash for deposit into members' savings and/or checking accounts, verifies amount, and examines checks for proper endorsement, negotiability, and inputs information into the computer system.
• Provides member's basic account information on loans and share products or existing accounts as needed.
• Under the direction of branch operations, contacts members in regard to deposit accounts, loan applications, and other products as directed.
• Inputs comments and records member activity in the Synapsys CRM as needed. Refers members to other branch staff as appropriate.
• Stays abreast of and follows all Apple FCU products, services, policies, and procedures. Meets all internal training requirements for this position, including Interactive Teller and branch training.
• Identifies opportunities for cross-selling and offers Potential Sales Opportunities (PSO's) as presented in Synapsys and refers members accordingly.
• Able to work as a remote interactive teller with the ability to instruct members on how to use the interactive teller and remote ATM machines. This includes a general knowledge of branch layouts where this technology is present.
• Adheres to Apple FCU Security Policy, CTR and SAR reporting, negotiable items procedures. Refers questionable transactions to immediate supervisor.

Performance Measurements:

• This position will be assessed against the following performance competencies: Challenging Yourself, Communications, Serving with Purpose, Owning It, Teaming Up.
• This position will be assessed against annual goals.

Knowledge and Skills:

• Experience: Minimum (12) twelve months financial institution or cash handling experience.
• Education: High school diploma or equivalent (GED).
• Interpersonal Skills: Ability to project friendly, positive attitude through video. Including positive facial expressions and posture. Excellent interpersonal and member/customer service skills.
• Other Skills: Must have the ability to multi-task. Excellent oral and written communication skills. Must be able to perform the role of a ITM, & Teller. Ability to learn and cross-sell credit union products and services. Excellent math ability and attention to detail. Ability to work in a remote teller environment and displays self professionally through video. Proficient in the use of Symitar for posting teller transactions and inquiries on deposit and loan accounts. Proficient in Synapsys CRM, to act on PSO's, create and input to events, and retrieve and read My Sales reports. PC proficient.

Physical Requirements: The ability to lift 25 lbs. and utilize standard office equipment including but not limited to: PC, fax, copier, telephone, postage machine, etc.

Work Environment: Ability to function in a financial institution video and/or branch center environment.

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