ITM MSR II: Remote Teller & Member Experience Lead

STATE DEPARTMENT FEDERAL CREDIT UNION; Alexandria (VA); Remote; USD 40,000 - 52,000; 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 in Alexandria, VA seeks an Interactive Teller Machine (ITM) MSR II to deliver exceptional service in a virtual environment, providing real-time help as members complete transactions through ITMs.

Responsibilities include deposits, withdrawals, transfers and inquiries, with strict attention to accuracy, policy, and security. The role supports multiple members across ITMs and ongoing member education.

Qualifications

• More than one year of customer service experience.
• High School Diploma or equivalent required.
• Courtesy, tact and diplomacy are essential.
• Excellent written communication skills and grammar.
• Strong active listening and telephone/video skills.
• Advanced PC literacy and Microsoft Outlook proficiency.
• At least 6 months as an MSC Rep I or equivalent.
• 6+ months of consecutive acceptable performance and attendance.

Responsibilities

• Perform routine member transactions: deposits, withdrawals, transfers, and check cashing.
• Handle Shared Branching and stop payments; maintain account records.
• Enroll/drop members for services (online banking, E-statement, etc.).
• Respond to member inquiries and resolve issues with product knowledge.
• Balance daily transactions and verify cash totals; manage ITM activity.
• Assist with fee inquiries, currency exchanges and account changes.
• Support multiple members across ITMs in remote locations.

Skills

Customer service

Communication

Active listening

Problem solving

Time management

Microsoft Outlook

Education

High School Diploma or equivalent

Tools

MS Office

Job description

STATE DEPARTMENT FEDERAL CREDIT UNION in Alexandria, VA seeks an Interactive Teller Machine (ITM) MSR II to deliver exceptional service in a virtual environment, providing real-time help as members complete transactions through ITMs.

Responsibilities include deposits, withdrawals, transfers and inquiries, with strict attention to accuracy, policy, and security. The role supports multiple members across ITMs and ongoing member education.