ITM Agent

educationfirstfcu; Beaumont (TX); On-site; USD 32,000 - 42,000; Full time

Job summary

Education First FCU in Beaumont, TX is seeking a member service professional to accurately process financial transactions and assist members across digital channels. The role emphasizes confidentiality, risk awareness, and friendly, professional service to ensure a positive member experience.

You will handle inquiries via ITMs, chat, email, and other platforms, resolve issues, promote credit union products, and support daily operational tasks while maintaining compliance with applicable laws.

Qualifications

• Up to six months of similar or related experience including time spent in preparatory positions.
• High school degree or GED required.
• Courtesy, tact, and diplomacy are essential elements of the job.

Responsibilities

• Professionally respond to and resolve inquiries through ITM, email, chat, secure messaging, text, or other digital platforms.
• Promptly assist with monetary transactions, account inquiries, research, maintenance, disputes, and non-monetary transactions.
• Maintain member confidentiality and manage risk appropriately while promoting Credit Union products and services.
• Operate across platforms like chat, ticketing software, teller software, and Teams, completing required teller reports.
• Create and maintain a professional appearance and attitude; comply with company policies and applicable laws.

Skills

Interpersonal skills

Education

High school degree or GED

Job description

Job Summary

Responsible for accurately processing financial transactions and being an effective source of information for
our members through many channels. Interacts with members through the various digital and remote channels
such as interactive teller machine (ITM), chat, email, secure messaging or other digital platforms. Provides
friendly, professional, confidential and effective assistance to member and company associates assuring a
positive experience and minimizing wait time. This position also focuses on the following:

Responsibilities and Duties

• Professionally respond to and resolve inquiries to incoming requests through interactive teller machine (ITM), email, chat, secure messaging, text, or other digital platforms. Utilizes advanced problem solving and decision-making skills. Promptly, accurately, and efficiently assist with monetary transactions, account inquiries, research, maintenance,disputes, and non-monetary transactions. Ensure proper identification is presented forappropriate transactions. Maintain a high degree of member confidentiality andmanage risk appropriately. Supports Credit Union growth by recognizing opportunitiesto promote Credit Union products and services to meet members’ needs, and takes ownership over issues within your authority for online service channels such as remotedeposit capture, ATM deposits, mobile banking and bill pay.
• Operate in an organized, detail-oriented fashion performing operational tasks whileresponding promptly to member inquiries and requests demonstrating accuracy andcommitment to the member base. Able to quickly pivot from one task to another andhandle multiple incoming requests, meeting established service level agreements. Workacross a broad range of platforms with ease, including but not limited to chat, ticketingsoftware, teller software, Teams, etc. Completes required teller reports and end of shift work.
• Listens and responds to members situations or complaints utilizing credit union serviceskills; offers solutions and if unable to resolve guides members to the appropriate staffor management for assistance. Maintains a thorough knowledge of the features andbenefits of all Credit Union products and services to deepen member relationships.Identifies and recommends products /services best suited for potential and existingmembers and refers to appropriate staff.
• Completes all required quarterly /annual product knowledge exams and mandatory trainings.Participates in all meetings and sales & service development activities.
• Create and maintain a clean, neat, pleasant work environment by maintaining aprofessional look (i.e dress, posture, attitudes, etc) positive outlook and behavior towardmembers and co-workers.
• Must comply with all company policies and procedures, applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office ofForeign Assets Control.
• Other duties as assigned.

Qualifications and Skills

EXPERIENCE

Up to six months of similar or related experience including time spent in preparatory positions.

EDUCATION/CERTIFICATIONS/LICENSES

High school degree or GED required.

INTERPERSONAL SKILLS

Courtesy, tact, and diplomacy are essential elements of the job. Work involves personal contact with others
inside and/or outside the organization, generally regarding routine matters for purposes of giving and
obtaining information, as well as advising or referring, which commonly require shorter discussions.