ITM Teller

Nassau Financial Federal Credit Union; Town of Hempstead (NY); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking financial institution as an ITM Teller, where you will play a crucial role in enhancing member satisfaction and financial well-being. This dynamic position involves assisting members with transactions, providing expert product knowledge, and utilizing cutting-edge technology to ensure a seamless experience. You'll engage with members through video interactions, demonstrating professionalism and a commitment to service excellence. With a focus on personal connection and proactive communication, you'll help members navigate their financial needs while adhering to compliance standards. If you're passionate about making a difference in your community and thrive in a supportive environment, this opportunity is perfect for you.

Benefits

Medical Insurance

Dental Insurance

401K

Vision Insurance

Short Term Disability

Long Term Disability

Paid Time Off

Qualifications

• Strong customer service skills with a focus on member satisfaction.
• Proficient in ITM technology and product knowledge.

Responsibilities

• Assist members with transactions and provide outstanding service.
• Ensure compliance with banking regulations and fraud prevention.

Skills

Customer Service Skills

Product Knowledge

Communication Skills

Sales Aptitude

Fraud Prevention

Education

High School Diploma

Banking Certification

Tools

Synapsys (CRM tool)

ITM Technology

Job description

ITM Teller

About the Job
Salary: $18.00 - $20.00 per hour.
Shift: 40-hour work week; Monday through Friday and Saturday on Rotation.
Work Location: Remote, Home branch East Meadow, NY
Benefits: Medical, Dental, 401K, Vision, Short Term Disability, Long Term Disability and Paid Time Off.

Overview of the Role:

This role will be responsible for assisting Nassau Financial Federal Credit Union to live out its Service Mission, Improving the financial well-being of each member and the communities we serve, by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions. In addition, assist members with their transactions and perform other duties.

Accountabilities and Responsibilities:

• Ensure high level member satisfaction by providing total quality service and practicing member service skills that consistently demonstrate reliability, accuracy, responsiveness, assurance, and empathy to members. This is achieved by presenting a professional attitude and appearance, introducing yourself, using the member’s name, greeting all members in a courteous and timely manner, smiling, making eye contact, communicating promotional offers and products that meet member’s financial needs. This includes thanking the member for their business and using the standard closing statement.
• Deliver service consistent with our Service Promises. Exceed all established Minimum Acceptable Performance Standards.
• Possess proficient product knowledge as measured by the annual product knowledge certification assessment.
• Effectively communicate with members through video in a professional and engaging manner, following ITM teller protocol by walking members through their transaction, explaining transaction prompts, answering any questions while remaining on the screen throughout the session.
• Develop proficiency in all ITM related technology to ensure a seamless Member experience.
• Serve members in an accurate, professional, courteous, efficient manner through prompt handling of all teller functions. Convey the experience of personal interaction through a warm screen presence in a conversational manner.
• Use Credit Union Cross-sell tools effectively to improve the Members Financial Well Being.
• Process required teller transactions, such as, but not limited to:
  • Deposits, withdrawals, transfers, and cashed checks.
  • Loan advances and payments.
  • Credit card payments.
  • Process Shared Branch Transactions.
• Process check deposits according to the credit union’s check hold and dispensing policy, ensuring accuracy with check amounts, endorsements required, and identification.
• Perform independent teller activities using sound principles of judgment and discretion while enlisting supervisory resources for matters that may require override or expertise relative to recognizing risks or potential fraud.
• Practice diligent fraud prevention methods to ensure the safety of member information and their accounts.
• Recognize opportunities for in-branch and investment referrals, and act upon such opportunities with strong product knowledge and sales aptitude skillsets. Enter leads into Synapsys (CRM tool).
• Resolve complex and non-routine inquiries concerning credit union policy and operating procedures; research and solve member's issues.
• Respond knowledgeably and courteously to members' questions concerning Credit Union policies and procedures.
• Proactively inform members of our products and services, including promotions, to help meet Credit Union goals and objectives.
• Cover other branch offices when necessary, throughout branch transformation, including non-ITM branch operation offices.
• BSA/AML compliance (and compliance with the Office of Foreign Assets Control) is the responsibility of all employees throughout the organization. This is achieved through: annual training, reporting compliance issues to the attention of the Compliance Officer, and keeping aware of regulatory requirements.
• Returned mail: Update member’s accounts with warnings regarding bad addresses. Advise members to see in-branch representative for additional follow-up.
• Identify maintenance issues with ITM locations and advise manager.
• Participate in credit union and department-level campaigns to drive leads, product sales, and new member growth. Assist with processing online check ordering errors through direct contact to the account owner(s).

Nassau Financial FCU is willing to accommodate handicaps to the extent a financial services organization can without impacting financial control or Member service. Nassau Financial FCU is an Equal Opportunity Employer. m/f/h/v.