JOB SUMMARY:
To service members with their needs through an on-screen, video experience. Ability to proactively engage in professional, positive, and productive communication with members who are utilizing Interactive Teller Machines at branch locations. Responsible for processing transactional requests, providing education on products and services, and facilitating guidance through video system.
MINIMUM REQUIREMENTS:
- High school diploma or equivalent.
- Completed one year at the Member Service Representative position or the Operations Specialist position at Spirit of Alaska FCU, or two years previous teller experience, or one to two years of related experience.
- Excellent customer service and communication skills.
- Proficient with PC, telephone, 10-key, and other related business equipment and application software and platforms.
- High level of Microsoft Windows 10 proficiency.
- Highly proficient in FISERV DNA core member transactions.
- Ability to analyze accounts and solve a wide variety of member service problems.
- Strong organizational skills and attention to detail.
- Ability to multi-task and perform in fast paced environment.
RESPONSIBILITIES and DUTIES:
- Provide teller assistance to members and enhance members interactive banking experience via video technology.
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- Assist members with all routine teller transactions such as cash and check deposits, cash withdrawals, transfers, loan payments, HELOC payments, credit card payments, safety deposit box payments, cash advance, CDs, and account balance inquiries using NCR Teller Transaction Gateway.
- Receive and accurately process member financial transactions.
- Resolve member’s problems and troubleshoot issues.
- Perform other teller duties as assigned.
- Provide a high level of member service.
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- Represent the credit union in a professional manner.
- Maintain a positive, professional appearance while communicating effectively through on-screen technology.
- Greet members with a smile and warm tone.
- Workstation should be organized and free of distractions.
- Provide prompt, efficient, and accurate service.
- Follow all credit union policies and procedures, including guidelines for preventing fraud, as well as governmental policies and regulations.
- Learn and apply new technology, serving as a Subject Matter Expert on Interactive Teller Machines and stays abreast of ITM enhancements, including process improvement and procedures.
- Keep manager and IT informed of all machine and equipment errors or issues.
- Stay up to date on credit union products and services.
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- Provide routine information on credit union products and services.
- Be able to direct members on how to obtain these products and services.
- Perform Operations Specialist duties when not on-screen assisting members.
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- Answer the phones and process all member transactions and/or inquiries accurately and quickly.
- Conduct the back-office processes such as ACH, drafts, debit cards, shared branching, ATM balancing, wires, print notices, etc.
- Maintain accurate computer records on accounts (file maintenance).
- GL reconciliation.
- Assist members with their research requests.
- Perform other related duties as assigned.