ITM Agent

Adventure Credit Union•Grand Rapids or Lansing, MI

14h

About The Position

Adventure Credit Union is seeking an ITM Agent to provide accurate, superior member service through Interactive Teller Machines (ITMs), including handling member inquiries and transactions in accordance with credit union policies. The role includes performing teller functions, balancing, cross-selling products and services, assisting members with ITM use, and supporting fellow agents and tellers. The agent promotes Adventure Credit Union’s brand and service culture, consistent with its mission, vision, core values, and goal of being a Trusted Financial Guide. The position also responds to member inquiries through the credit union’s Chat and Text system, helps resolve transaction issues, supports other areas of Branch Operations, and assists with training new ITM agents. The agent is responsible for protecting confidential member information and following security procedures that safeguard members, employees, cash, and negotiable instruments.

Requirements

High school diploma or equivalent.
At least six months of customer service experience.
A positive attitude and a professional, flexible, and courteous personality when dealing with coworkers and members.
Excellent listening, clear verbal, and professional written communication skills.
Good office equipment, 10-key, and computer skills, including email and Microsoft Word.
Comfort appearing on a video screen.
Ability to be bonded.

Responsibilities

Respond to member service requests through ITMs, including helping members use the machines, processing transactions, and handling other requests.
Perform all teller functions and balance transactions.
Maintain an effective working knowledge of credit union products, services, and regulations.
Inform members of current rates and recommend lending products and other services offered by the credit union.
Discuss products and services, answer member inquiries, and educate members.
Identify opportunities to refer members to products and services that support their well-being.
Accept negotiable instruments and apply check holds in accordance with Check Acceptance procedures.
Provide support services to other areas of Branch Operations as required.
Assist in training new ITM agents on core processor computer systems, products, services, and procedures.
Help agents and members identify and resolve transaction issues, troubleshoot problems and errors, and locate balancing inaccuracies.
Protect confidential member information and follow security procedures for member privacy, cash, negotiable instruments, and employee, branch, and member safety.
Maintain a professional image and follow applicable attire guidelines.
Respond accurately and promptly to member inquiries through the credit union’s Chat and Text system.