Coordinator, ITM

Truity Credit Union•Bartlesville, OK

About The Position

This position must provide unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions through out Interactive Teller Machine (ITM) system. T his position will be responsible for monitoring and coordinating activities related to ITMs, troubleshooting issues and training staff. Must possess analytical and technical skills to address questions and issues related to electronic services and ensure a smooth and efficient banking experience for our members. ESSENTIAL FUNCTIONS May include any and/or all of the following: Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches. Answer video transmissions via the ITM, in a timely and professional manner. Guide members through self-service handling of account transactions and maintenance requests. Process paying and receiving transactions, as needed, and fill in on teller line as assigned. Facilitate member transactions that require additional approval, as needed, utilizing decision making skills. Assist with approving and evaluating transactions for others and providing overrides as needed. Participate in the filling of ITMs and ITM maintenance, as required. Monitor check deposits via the ITM and determine whether additional holds are needed. Carry out check hold processes and procedures while being able to recognize inconsistencies regarding checks being deposited and account activity while examining checks for endorsements and negotiability. Serve as the subject matter expert and provide direction and assistance for specific functions of the ITM. Create, maintain and update procedures related to ITMs. Conduct training of ITM staff. As well as, assist the Branch Manager in developing effective employees through training, coaching, evaluating, motivating, and goal-setting. Achieve and maintain all required performance goals and quality measurements. Complete scheduling of Interactive Teller Specialists to assure appropriate coverage. Assist with interviews and the hiring process. Process Oil & Gas Leases and foreign items for all branches. Adhere to the clean desk policy to secure member information and follow opening and closing procedures. Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification, while noting any red flags. Assist Spanish-speaking members when applicable. Remain informed, alert, and vigilant as it relates to fraud and/or scam activity. Ensure consistent presence and active participation at all ITM installations to support successful execution and alignment with organizational goals. Serve as a member of the IRA questions team Perform all other duties as assigned.

Requirements

Knowledge of: Credit Union products and services including being able to understand check hold processes and procedures
Microsoft Office Suite
Technology and various software programs
Paying and receiving functions including policies, practices, standards and computer transactions
Ability to: Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
Provide accurate and thorough answers to member questions via ITM.
Prepare for daily interactions with a professional mindset and an organized workstation, free of distractions.
Write routine reports and correspondence and speak effectively before members and employees
Maintain confidentiality and professionalism
Carry out Credit Union mission, philosophies, values, and practices
Skill in: Strong verbal and written communication
The ability to serve and communicate effectively and efficiently in a timely manner through video, digital banking messages, e-mail, and live chat forums
Participate in a productive team environment
Critical Development Experiences: Pursue opportunities for professional growth and development through training, education, and self-study
Successfully complete all applicable compliance training and testing
Education and experience equivalent to: A minimum of one year up to three years of similar or related experience, including preparatory experience
A high school degree or equivalent
Regular attendance and timeliness are essential functions of this position.
While performing this job, the employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity.
Follows regulatory and policy compliance requirements, which include those efforts in compliance with Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC) and Anti-Money Laundering (AML) Regulations, Identity Theft Red Flags and other compliance related Policies.
This position also requires maintaining confidentiality with regard to non-public information about our members and the Credit Union.

Responsibilities

Be prompt, ready, and logged in to assist members at your appropriate scheduled time, i.e., arrival time, breaks, and lunches.
Answer video transmissions via the ITM, in a timely and professional manner.
Guide members through self-service handling of account transactions and maintenance requests.
Process paying and receiving transactions, as needed, and fill in on teller line as assigned.
Facilitate member transactions that require additional approval, as needed, utilizing decision making skills.
Assist with approving and evaluating transactions for others and providing overrides as needed.
Participate in the filling of ITMs and ITM maintenance, as required.
Monitor check deposits via the ITM and determine whether additional holds are needed.
Carry out check hold processes and procedures while being able to recognize inconsistencies regarding checks being deposited and account activity while examining checks for endorsements and negotiability.
Serve as the subject matter expert and provide direction and assistance for specific functions of the ITM.
Create, maintain and update procedures related to ITMs.
Conduct training of ITM staff.
Assist the Branch Manager in developing effective employees through training, coaching, evaluating, motivating, and goal-setting.
Achieve and maintain all required performance goals and quality measurements.
Complete scheduling of Interactive Teller Specialists to assure appropriate coverage.
Assist with interviews and the hiring process.
Process Oil & Gas Leases and foreign items for all branches.
Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
Follow procedures to process returned mail, i.e., updating addresses with appropriate verification and reaching out to members for address verification, while noting any red flags.
Assist Spanish-speaking members when applicable.
Remain informed, alert, and vigilant as it relates to fraud and/or scam activity.
Ensure consistent presence and active participation at all ITM installations to support successful execution and alignment with organizational goals.
Serve as a member of the IRA questions team
Perform all other duties as assigned.