ITM MSR II (3553)

State Department Federal Credit Union; Alexandria (VA); Hybrid; USD 42,000 - 62,000; Full time

Benefits offered by this job

Diversity and Inclusion

Paid Holidays

Flexible Work Options

Generous Paid Time Off

Tuition Reimbursement

Parking Incentives

Comprehensive Insurance

Gym Reimbursement

Team Bonding

Job summary

State Department Federal Credit Union seeks an Interactive Teller Machine (ITM) Member Service Representative II to deliver exceptional service through SDFCU's Interactive Teller Machines. You will handle transactions, resolve inquiries, and offer tailored solutions for members, acting as the face of SDFCU in this innovative channel.

In this role, you will respond timely, suggest additional services, and handle escalated calls with care.

Qualifications

• More than one year of customer service experience.
• Excellent written communication skills with attention to grammar and composition.
• Excellent active listening skills and telephone/video skills.
• Ability to use resources and make good decisions based on judgment.
• Excellent analytical and problem-solving skills.
• Excellent organizational and time management skills.

Responsibilities

• Displays an engaging on-screen presence and appearance in video conferencing.
• Stays current with technologies and communicates effectively on camera.
• Provides information about credit union services and policies.
• Performs routine member transactions including deposits, withdrawals, and transfers.
• Assists members with enrolling in services and completing forms.
• Balances daily transactions and verifies cash totals.
• Answers member inquiries and resolves issues with knowledge of products and processes.
• Restricts electronic account access to prevent losses.

Skills

Customer service experience

Excellent communication skills

Active listening skills

Problem solving

Time management

Microsoft Outlook

Education

High School Diploma or equivalent

Tools

Microsoft Outlook

Job description

Description

At SDFCU, we are committed to attracting and retaining top talent to ensure our continued success. Our tradition of exceptional service extends not only to our members but also to our employees. Through comprehensive internal training and workshops, we nurture professional strengths and provide ample opportunities for career advancement. Are you ready to join our dynamic team? We offer competitive salaries, exceptional health, dental, and vision insurance within the first 30 days of employment, a matched 401(K) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of SDFCU Include:

• Diversity and Inclusion: Work in an environment that values and respects all team members
• Paid Holidays: Enjoy 12 paid holidays a year, including your birthday
• Flexible Work Options: Potential work-from-home options after the introductory period
• Generous Paid Time Off: Ample vacation and personal days to maintain a healthy work-life balance
• Tuition Reimbursement: Support for your ongoing education and career development
• Parking Incentives: Financial incentives for your daily parking
• Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages
• Gym Reimbursement: Stay healthy with our gym membership reimbursement program
• Team Bonding: Participate in company and team bonding events that foster a collaborative work environment

Join us at SDFCU and be part of a team that values excellence, innovation, and professional growth.

State Department Federal Credit Union is seeking an Interactive Teller Machine (ITM) Member Service Representative (MSR) II. The ITM MSR II plays a vital role in delivering extraordinary service in a unique virtual environment, supporting members as they complete transactions and receive real-time assistance through SDFCU's Interactive Teller Machines. In this position, the ITM MSR II accurately and efficiently handles a wide variety of transactions, resolves inquiries, and provides tailored solutions to help members manage their financial needs. Acting as the face and voice of SDFCU in this innovative channel, the ITM MSR II ensures every interaction is professional, efficient, and member-focused.

This role also involves providing timely and accurate responses, proactively suggesting services that may benefit members, and handling escalated calls with care and expertise. The ITM MSR II thrives in a fast-paced environment, using technology and problem-solving skills to deliver an exceptional member experience every time.

Essential Duties and Responsibilities:

• Displays an engaging on-screen presence and appearance, a positive attitude and an effective communication style through video conferencing.
• Stays current with emerging technologies and maintains excellent communication skills in a face-to-face environment and is comfortable being on camera.
• Provides information about credit union services and policies, including eligibility for membership, types of credit union accounts, various interest rates, current dividend rates, locations, office hours, telephone numbers, etc.
• Performs routine member transactions including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing. Performs Shared Branching transactions (if applicable), accepts requests for stop payments, performs file maintenance on accounts, and any other ITM transactions
• Assists members with resolving discrepancies and questions. Enrolls/opts-out members for various services (i.e., telephone banking, online banking, mobile payment services, E-statements, etc.), as applicable. Assists members with completing direct deposit and transfer cards. Places member check orders/re-orders. Makes changes to existing accounts, including name, address, and other pertinent or confidential information.
• Assists members with fee inquiries and reversals, certificate maturity requests and conducts currency exchanges (making change).
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions.
• Serves multiple members via multiple ITMs in various remote locations.
• Answers member account inquiries and resolves member issues or complaints through demonstrated knowledge of credit union products, processes, and procedures, and/or conducting the necessary research to address member needs.
• Restricts electronic account access as deemed necessary to prevent potential financial losses to the credit union or to the member

Qualifications

Required Skills and Competencies:

• More than one year of customer service experience.
• High School Diploma or equivalent.
• Courtesy, tact, and diplomacy are essential elements of the job. Work involves a lot of personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships or soliciting cooperation
• Excellent written communication skills, with particular attention to grammar and composition.
• Excellent active listening skills and telephone/video skills.
• Ability to use all available resources and take initiative to make good decisions based on sound reasoning and judgment.
• Excellent analytical and problem-solving skills.
• Excellent organizational and time management skills.
• Advanced PC literacy and proficiency using Microsoft Outlook.
• At least 6 months as an MSC Rep I, or equivalent experience.
• At least 6 months of consecutive acceptable job performance and attendance history.