ITM Agent I

Red Canoe Credit Union•Longview, WA

13d

About The Position

Red Canoe Credit Union hires passionate, knowledgeable, and dependable individuals who are committed to making a difference. As a not-for-profit financial institution owned by our members, we believe in the value of people over profit. If you’re looking for a place to start a rewarding career you can be proud of, then Red Canoe might be the place for you. We’ve been a cooperative since 1937. That means any money we earn goes back to our members, not into the pockets of stockholders like a bank. For more than 80 years, we’ve held the traditions of credit unions near and dear to our hearts. We are not for profit, but for people. Red Canoe Credit Union has 10 branches spread across Washington and Oregon. We even have members living in all 50 states. But Red Canoe is still a local credit union at its core. For us, being local means an ongoing commitment to go beyond serving our members and giving back to the communities we call home. At Red Canoe, we strive to make a difference in the lives of our neighbors. ITM Agent I Presents a pleasing, professional image at all times. Displays an engaging, on-screen presence, positive attitude, and effective communication style through video conferencing. Creates opportunities to "cross-sell" the benefits and services of the credit union. Handle member inquires, transactions, and account maintenance by use of ITM and off-line electronic channels. Develops and maintains exemplary public relations skills, and excellence in overall job responsibilities.

Requirements

Must be bondable.
Friendly and outgoing.
High degree of accuracy.
Working knowledge of Red Canoe Credit Union services.
High school diploma or equivalent.
Teller training or cash handling experience.
Basic office skills/minimum typing speed of 40WPMComplete the appropriate Teller Pathway necessary for promotion.
Ability to hear by telephone and in person.
Ability to read English by sight; and both speak and write English.

Responsibilities

Member Focus- Assumes responsibility for the efficient, effective, and accurate performance of teller functions to be processed using the ITM. Educates members to help them with comfortable, competent usage of interactive technology. Facilitates ITM process for the members by providing step-by-step guidance through the ITM process. Provide information on Credit Union services or policies, including eligibility for membership, types of Credit Union accounts, various interest rates, current dividend rates, branch locations, office hours and telephone numbers.
Perform Member Transactions- including but not limited to;
Deposits, withdrawals, cash advances, loan payments, transfers, and check cashing. Accepts requests for stop payments, wire transfers, file maintenance on accounts, order debit/credit/atm cards, member printouts, and check copies. Provide members with account status information, including current balances and accurate loan payoff information. Provide accurate accounting of transactions by balancing.
Account Maintenance: Ensure members receive efficient, courteous, and accurate Reponses through all Credit Union electronic channels in the Contact Center (Contact Center, E service center). Effective Member ID verification through scanned ID, Email requests, chat, online banking troubleshooting, and ITM transactions listed below.
Policy Compliance - Comply with the rules and regulations of the Credit Union, as well as department policy to minimize losses. Meet BSA and CTR compliance guidelines.
Aggregate/Teller Balancing Record - Maintain over and short GL within acceptable limits. Account for all money assigned and handled through the ITM. Maintain acceptable cash drawer limits, and GL balancing.
Sales & Service Performance - Effectively refer products and services and their features and benefits as outlined in the CUNA “Creating Member Loyalty” program. Track referrals, member relations and contacts using the program software. Sales efforts may include, but are not limited to, referrals, overflow incoming calls and outbound service calls.
Decision Making and Judgement - The ability to make sound decisions that are timely, well researched and reflect an awareness of impact. Effectively identify potential fraudulent situations and negotiable items to prevent loss.
Self/Time Management - Work independently with minimal supervision and use effective time management, while maintaining control /oversight of all assigned projects and responsibilities.
Teamwork and Cooperation - Promote a positive, productive, and professional working environment. Engaging in the practice of cooperation, understanding, respect and sensitivity for coworkers and members alike.
Report to work on time, as scheduled and abide by Red Canoe Credit Union’s ERG pertaining to attendance.
Stay current with operational changes and required training.
Professional appearance and demeanor for a video teller.
Ability to understand the particulars of monetary transactions.
Ability to organize and prioritize multiple projects and responsibilities while working in a fast-paced, deadline-oriented environment.
Ability to be flexible and responsive to provide the highest quality of service to internal and external members.
Must be able to work all hours of rotating shifts including opening and closing shifts.
Must possess and exhibit a high degree of professionalism, maturity, and patience.
Remain accurate and consistent throughout all transactions.
Refer credit union products and services.
Keep workstation clean and organized; keep supplies stocked to ensure preparation and promptness to meet our members’ needs.
Research problems for members.
Post mail as needed.
Accurately receive and disburse coin and currency through the ITM.
Adhere to teller over/short guidelines and balance teller functions daily.
Develop computer skills required to meet job expectations. Balancing of checks and currency and ITM GL. Investigates and resolves out-of-balance conditions. Balances member interactions with ITM.
Resolves member issues or complaints through demonstrated knowledge of credit union products by conducting research to meet member needs.
Can restrict electronic account access as deemed necessary to prevent financial loss to the credit union or to the member.
Maintain thorough knowledge of Red Canoe Credit Union services.
Observe all Red Canoe Credit Union policies and department procedures.
May cross-train within the department for back-up purposes.
Respond to Red Canoe email group, chat, online banking admin, online banking registration and cancellation, XA applications or any other remote Call Center channel for membership.
Other duties as assigned.