ITM (Interactive Teller Machine) Representative

Forest Area Federal Credit Union; Fife Lake (MI); On-site; USD 20,664,000 - 27,552,000; Full time

Job summary

Forest Area Federal Credit Union is seeking an ITM Representative to deliver exceptional member service through Interactive Teller Machines. You will handle deposits, withdrawals, loan payments, and transfers, while posting transactions and maintaining accurate records.

The role emphasizes clear communication, problem solving, and proactive member engagement. You will greet members, explain account options, and guide them to appropriate services.

Qualifications

• 1–3 years of experience in a similar role.
• High school diploma or GED required.
• Courtesy, tact, and diplomacy are essential.
• Excellent verbal communication skills required.

Responsibilities

• Process member financial transactions via ITM and in-branch systems.
• Accurately post and transfer funds between accounts.
• Greet members and provide routine information about accounts and services.
• Identify member financial needs and recommend appropriate products.
• Troubleshoot basic ITM issues and assist members with questions.
• Collaborate with branch staff to ensure a seamless member experience.

Skills

Customer service

Cash handling

Communication

ITM knowledge

Problem solving

Education

High school diploma or GED

Job description

The Core Values of Forest Area Federal Credit Union are:

• Respect
• Integrity
• Empowerment
• Passion
• Innovation

Mission

"Strengthening Our Communities; Investing In Your Success"\

Position Purpose

As an ITM Representative, you play a vital role in delivering exceptional member service through our ITM (Interactive Teller Machine) systems. Your responsibilities encompass completing member financial transactions efficiently, providing clear and helpful information, and identifying members' financial needs to recommend appropriate products and services. This role is pivotal in helping the credit union make a positive difference in each member's financial life.

Job Functions

• Process member financial transactions, including deposits, withdrawals, and loan payments.
• Accurately transfer funds between member accounts as directed.
• Post transactions to member accounts and maintain precise member records.
• Interactive Teller Machines (ITM):
• Utilize ITMs to facilitate member transactions.
• Greet members and provide routine information about accounts and services.
• Direct members to branch staff for specific transactions or services that cannot be completed via the ITM.
• Communication and Member Engagement:
• Focus on providing clear instructions to ensure ease of use, accuracy, and efficiency for all transactions.
• Actively listen to members' questions and concerns, offering informative and courteous responses.
• Identify members' financial needs and recommend suitable credit union products and services.
• Technology Proficiency:
• Stay updated on ITM technology and delivery methods, adapting to changes and advancements.
• Troubleshoot basic ITM issues and escape technical problems as necessary.
• Goal Achievement:
• Work toward individual performance goals and contribute to reaching established department goals.
• Engage in conversations with members to promote Intrepid Credit Union's products and services when relevant.
• Manager Communication:
• Keep the ITM Supervisor informed of any issues that may arise with ITM operations while serving members.
• Collaborate with branch staff to ensure a seamless member experience.
• Additional Responsibilities:
• Perform any other duties as assigned by the credit union to support its operations and member service.

Performance Measurements

• Provide friendly, professional, personal, and confidential service to all members and associates.
• Balance cash drawer daily, with no more than $2 off and with total offages not to exceed 2 in a 1 month period in accordance with Credit Union policies and procedures.
• Accurately post transactions, having fewer than 2 unresolved posting errors in a 1 month period.
• Troubleshoot and resolve member and internal inquiries in a timely, friendly, and accurate manner.
• Proactively seek opportunities to identify appropriate products and services for the greater benefit of the member.
• Maintain a dependable record of attendance and timeliness.
• Maintain a professional work environment and businesslike appearance.

Education And Experience

• Experience: One to three years of similar or related experience.
• Education: High school education or GED.
• Interpersonal Skills: Courtesy, tact, and diplomacy are essential elements of the job.
• Communication: Excellent verbal communication skills.

Work Environment

You will primarily work in a credit union Call Center environment, with regular personal contact with members and coworkers. The role may require sitting for extended periods.