Express Teller

Heritage Federal Credit Union•Newburgh, IN

2d•Onsite

About The Position

The Express Teller will assist members with their needs through on-screen, video experiences, using the Interactive Teller Machine. This role is responsible for processing member transactions, and providing education on products, services and digital self-service options.

Requirements

High school graduate or equivalent.
Knowledge of Heritage products, services, policies and procedures.
Familiarity with the core processing and ITM system.
Experience in banking or customer service.
Excellent communication skills
Advanced PC skills
Ability to provide outstanding member service
Attention to detail

Responsibilities

Ensure the efficient and accurate performance of Interactive Teller Machine (ITM) transactions.
Accurately identify members in accordance with credit union policies and procedures.
Facilitate complex transactions requiring additional layers of approval using sound judgment and decision-making skills.
Actively educate members and cross-sell products by asking relevant questions, identifying needs, and offering appropriate solutions.
Reconcile all negotiable items accepted via ITMs against daily reports to ensure transaction accuracy.
Perform transactions with efficiency and precision, ensuring a seamless experience for all members.
Maintain a high standard of professionalism, courtesy, and service quality in every interaction.
Consistently meet or exceed member service metrics including call handling time, call wait time, and member satisfaction goals.
Troubleshoot basic technical issues with ITMs to ensure continuous member access and satisfaction.
Adhere to all security, compliance, and risk management protocols to safeguard member data and financial activity.
Stay informed and up to date on product offerings, services, and ITM functionality to better assist members.
Ensure efficient and accurate processing of all incoming mail payments, adhering to established procedures and timelines.
Accurately manage and maintain return mail, including proper documentation, follow-up, and updating member records as needed.
Ensure all address change file maintenance is completed efficiently and accurately.