ITM Teller

Elko Federal Credit Union; Elko (NV); On-site; USD 22,000 - 28,000; Full time

Job summary

Elko Federal Credit Union is seeking a Video Teller to handle member transactions through ITMs and provide friendly, knowledgeable service. You will manage deposits, withdrawals, payments, transfers, and balance inquiries while maintaining confidentiality and accuracy.

The role requires 6 months to 1 year in member services, strong communication skills, and a professional on-camera presence. You’ll support other credit union functions and uphold service standards.

Qualifications

• Six months to 1 year of experience in member service.
• Ability to communicate clearly via video and in person.
• Familiarity with financial institution policies and procedures.

Responsibilities

• Process video transactions for members using ITMs (deposits, withdrawals, payments, transfers, balance inquiries).
• Cross-sell Credit Union services to members during interactions.
• Balance ITM drawer and perform end-of-shift procedures.
• Research and resolve member issues; escalate complex cases as needed.
• Provide accurate information about accounts, payments, transfers, and online banking.
• Maintain professional appearance and uphold credit union customer service standards.

Skills

Excellent communication

Video interactions

Multi-tasking

Confidentiality

Numerical accuracy

Education

High school diploma or GED

Tools

Credit union systems

Computer proficiency

Job description

POSITION PURPOSE

Responsible for processing Video transactions for Members in a prompt and courteous manner with the use of remote Interactive Teller Machines (ITMs). Performs available transactions including deposits, withdrawals, payments, transfers, check cashing and balance inquiries. Cross sells Credit Union services and supports other credit union functions. Reflect a professional attitude while demonstrating EFCU customer service standards.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Assist members professionally and accurately while delivering an exceptional member experience via the ITM.
• Ability to function within an environment of potential distractions and interruptions.
• Remaining focused and capable of prioritizing member needs while conducting transactions in dual entry.
• Completes research and resolves member issues. Forwards more complex time-consuming problems to the appropriate department.
• Performs balancing procedures at the end of shift for the virtual teller drawer and any needed ITM.
• Dress professionally while follow EFCU Dress Code Policy.
• Provide support to fellow staff members as needed.
• Provides basic information to members on accounts, payments, transfers, internet banking, loans, debit cards, etc.
• Maintains and projects the Credit Union's professional reputation.
• Perform other duties, projects or tasks as assigned.

QUALIFICATIONS

Education/Certification:

• A high school education or GED.

Required Knowledge:

• Thorough knowledge of principles and processes for providing member and personal services. This includes member needs assessment, meeting quality standards for services, and evaluation of member satisfaction.
• Understanding of Credit Union call center operations and philosophy.

Experience Required:

• Six months to 1 year of experience in member service/customer service.

Skills/Abilities:

• Excellent communication skills and ability to interact with Members quickly via video session.
• Work comfortably, professionally and be friendly while on camera.
• Ability to multi task and complete dual entry in multiple systems accurately.
• Working knowledge of related computer systems and applications.
• Solid math skills.
• Knowledge of financial institution policies and procedures
• Demonstrates attention to detail and is thorough in completing work tasks.
• Maintains confidentiality related to Credit Union operations and work-related information