Call Center/ITM Representative - Full Time

Security Credit Union•Holly, MI

About The Position

Responsible for accurately and positively answering member inquiries and transaction requests received through Interactive Teller Machines (ITMs) and the Communication Center. The role promotes a sales and service culture consistent with SCU’s goal of exceeding expectations while maintaining high service, safety, and member-confidentiality standards. The representative performs teller, member-service, transaction-processing, and operational duties. This includes balancing, processing end-of-day and office-closing procedures, maintaining working knowledge of department systems and software, and troubleshooting equipment or system problems. The role also provides technical assistance for e-services and helps members resolve issues with online banking, mobile banking, payment portals, and ITMs. The position processes member requests and transactions through phone, mail, and electronic services; monitors call queues; supports account maintenance and product applications; and makes eligibility decisions on service requests from other departments. The employee follows credit union policies and procedures, completes assigned reports and administrative work, and contributes to workplace security, safety, and timely, courteous service.

Requirements

High school diploma or equivalent.
Previous cash-handling and customer-service experience desired.
Must attain all licenses and/or certifications required to perform the duties of the position.
Ability to use reasoning and problem-solving methods to address practical problems and interpret written, oral, blueprint, or schedule instructions.
Ability to perform arithmetic with whole numbers, decimals, fractions, ratios, rates, percentages, graphs, and American monetary units.
Ability to read and write effectively, including preparing reports and essays with correct format, punctuation, spelling, and grammar, and to communicate confidently in English.
Analytical thinking skills, including the ability to analyze complex problems, identify root causes, review data, and resolve technical issues.
Patience and perseverance when troubleshooting challenging issues, including the ability to remain calm and de-escalate situations.
Commitment to professional, efficient member service and excellence in interactions with internal and external members.
Ability to perform assigned duties according to policies, procedures, and standards and to meet management-established cross-selling and productivity standards.
Ability to meet the stated physical demands: regularly sit, use hands and fingers, talk, or hear; frequently sit, stand, and reach with hands and arms; occasionally lift up to 20 pounds and/or exert force to move up to 50 pounds.

Nice To Haves

Previous cash-handling experience.
Previous customer-service experience.

Responsibilities

Answer member inquiries and transaction requests through ITMs and the Communication Center accurately and positively.
Balance daily and perform teller-related balancing as required; report errors, abnormalities, and out-of-balance conditions promptly and correct them as applicable.
Perform department operational duties, troubleshoot equipment problems, process end-of-day vouchers, and complete office-closing procedures.
Maintain functional knowledge of online systems and department software, including procedures for system outages.
Follow applicable credit union policies and procedures, including guidance concerning negotiable instruments, BSA, OFAC, and NACHA.
Prepare reports, create and maintain Excel reports, file, photocopy, scan documents, and complete assignments from management.
Perform member-service duties involving deposit accounts and certificates, including opening, closing, changing, issuing, ordering, renewing, and adjusting them.
Process credit and debit card fraud disputes and balance-transfer requests; stop payments; check copies, corrections, and orders; checking-account balancing; wire transfers; skip-a-payments; and account file-maintenance requests.
Schedule member appointments; pull and review consumer credit reports; investigate disputes; process lien terminations; and complete assigned department side jobs.
Process member transactions and requests by phone, mail, or electronic services, including deposits, payments, transfers, verifications, returned mail, and product or service applications.
Monitor call queues to support timely and efficient service delivery.
Respond to ITM service requests, help members use ITMs, process transactions, and address other requests.
Provide technical support for e-services and troubleshoot member issues related to online banking, mobile banking, and the payment portal.
Perform teller duties, including processing deposits, payments, withdrawals, check cashing, cashier checks, and promotional items.
Analyze accounts and approve or deny other departments’ service requests based on product eligibility.
Provide prompt and courteous service to internal and external members and customers; meet applicable service, sales, cross-selling, and productivity standards.
Work as part of a team and assist employees and departments as needed.
Follow established document-shredding, key-control, office-security, and alarm arming/disarming procedures; maintain required logs and working knowledge of the department.
Read and respond to voicemail, email, and message-board communications in a timely manner.
Perform other job-related duties as assigned.