ITM Agent

Adventure Credit Union; Grand Rapids (MI); On-site; USD 19,000 - 25,000; Full time

Job summary

Adventure Credit Union is seeking an ITM Agent in Grand Rapids, MI to provide superior member service via Interactive Teller Machines. You will balance and process transactions, explain products, and refer members to services to enhance their financial well-being.

Ideal candidates have at least six months in customer service, strong communication skills, and comfort appearing on video. This on-site role supports a trusted community financial provider.

Qualifications

• Six months of customer service experience preferred.
• Strong listening and verbal communication skills.
• Professional written communication and courteous attitude.
• Comfort with video screen appearances and basic office software.

Responsibilities

• Handle member requests through the Interactive Teller Machine (ITM) and perform teller-like functions.
• Offer product information and cross-sell services to meet member needs.
• Assist other agents and maintain accurate balance and records.
• Protect member privacy and maintain confidentiality of information.
• Support training for new ITM agents and contribute to a positive service culture.

Skills

Customer service

Professional communication

Education

High school diploma

Tools

Microsoft Word

Email

Job description

Description

Adventure Credit Union has been providing financial services to their members for over 80 years and are continuing to grow to meet their members changing needs. As one of the Best & Brightest Companies To Work For In The Nation, we strive to recruit and retain ambitious and talented individuals by continuous development, support, and appreciation. We currently are looking to add an ITM Agent to the Adventure Team!

The primary purpose of this position is to provide superior member service and answer all member inquiries and transactions through our Interactive Teller Machines accurately and in accordance with credit union policies. This includes: accurately performing transactions, balancing, cross-selling products and services, assisting fellow agents and tellers with challenges, positively supports Adventure Credit Union’s brand and promotes a service culture consistent with the credit unions’ mission, vision, core values and goal of being a Trusted Financial Guide.

Responsibilities include, but not limited to:

• Responds to all member requests for service through ITM; including assistance with using the ITM, processing transactions and responding to other requests. Performs all teller functions.
• Responsible for maintaining an effective working knowledge of all credit union products, services, and regulations. Consistently informs members of current rates and recommends lending and product services offered by the credit union.
• Consistently and effectively discusses products and/or services, answer member inquiries and educate members. Ensures that opportunities are maximized to refer members for products and services that enrich their well-being.
• Accept negotiable instruments. Apply check holds in accordance with Check Acceptance procedures.
• Provides support services as required to other areas of Branch Operations.
• Assist in training new ITM agents on core processor computer systems, products, services, and procedures.
• Assists other agents and members in identifying and constructively resolving transactions issues, trouble shoot problems and/or errors, as well as balancing and/or locating inaccuracies.
• Maintains the highest level of confidentiality to ensure all member information is protected and secure. Ensures that security procedures are followed to protect member information and privacy, cash, negotiable instruments, as well as employee, branch and member safety.
• Maintains a professional image at all times, follows guidelines for approved attire, which may be different and more specific than the dress code applicable to other employees.
• Responds to all member inquiries through the credit union’s Chat and Text system in an accurate and timely manner.

Requirements

Job Requirements:

• High school diploma or equivalent
• A minimum of six months of experience in customer service experience.
• A good attitude and professional, flexible and courteous personality conducive to dealing with co-workers and members.
• Excellent listening, clear verbal, and professional written communication skills.
• Good office equipment, 10-key and computer skills, including e-mail and Microsoft Word.
• Comfort with appearing on a video screen.
• Ability to be bonded.