ITM MSR II
About The Position
State Department Federal Credit Union is seeking an Interactive Teller Machine (ITM) Member Service Representative (MSR) II. The ITM MSR II plays a vital role in delivering extraordinary service in a unique virtual environment, supporting members as they complete transactions and receive real-time assistance through SDFCU’s Interactive Teller Machines. In this position, the ITM MSR II accurately and efficiently handles a wide variety of transactions, resolves inquiries, and provides tailored solutions to help members manage their financial needs. Acting as the face and voice of SDFCU in this innovative channel, the ITM MSR II ensures every interaction is professional, efficient, and member-focused. This role also involves providing timely and accurate responses, proactively suggesting services that may benefit members, and handling escalated calls with care and expertise. The ITM MSR II thrives in a fast-paced environment, using technology and problem-solving skills to deliver an exceptional member experience every time.
Requirements
- More than one year of customer service experience.
- High School Diploma or equivalent.
- Courtesy, tact, and diplomacy are essential elements of the job.
- Work involves a lot of personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships or soliciting cooperation
- Excellent written communication skills, with particular attention to grammar and composition.
- Excellent active listening skills and telephone/video skills.
- Ability to use all available resources and take initiative to make good decisions based on sound reasoning and judgment.
- Excellent analytical and problem-solving skills.
- Excellent organizational and time management skills.
- Advanced PC literacy and proficiency using Microsoft Outlook.
- At least 6 months as an MSC Rep I, or equivalent experience.
- At least 6 months of consecutive acceptable job performance and attendance history.
Nice To Haves
- Stays current with emerging technologies and maintains excellent communication skills in a face-to-face environment and is comfortable being on camera.
Responsibilities
- Displays an engaging on-screen presence and appearance, a positive attitude and an effective communication style through video conferencing.
- Stays current with emerging technologies and maintains excellent communication skills in a face-to-face environment and is comfortable being on camera.
- Provides information about credit union services and policies, including eligibility for membership, types of credit union accounts, various interest rates, current dividend rates, locations, office hours, telephone numbers, etc.
- Performs routine member transactions including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing.
- Performs Shared Branching transactions (if applicable), accepts requests for stop payments, performs file maintenance on accounts, and any other ITM transactions
- Assists members with resolving discrepancies and questions.
- Enrolls/opts-out members for various services (i.e., telephone banking, online banking, mobile payment services, E-statements, etc.), as applicable.
- Assists members with completing direct deposit and transfer cards.
- Places member check orders/re-orders.
- Makes changes to existing accounts, including name, address, and other pertinent or confidential information.
- Assists members with fee inquiries and reversals, certificate maturity requests and conducts currency exchanges (making change).
- Balances daily transactions and verifies cash totals.
- Investigates and resolves out-of-balance conditions.
- Serves multiple members via multiple ITMs in various remote locations.
- Answers member account inquiries and resolves member issues or complaints through demonstrated knowledge of credit union products, processes, and procedures, and/or conducting the necessary research to address member needs.
- Restricts electronic account access as deemed necessary to prevent potential financial losses to the credit union or to the member
Benefits
- Competitive salaries
- Exceptional health, dental, and vision insurance within the first 30 days of employment
- Matched 401(K) plan with up to 4% SDFCU contribution
- Diversity and Inclusion: Work in an environment that values and respects all team members
- Paid Holidays: Enjoy 12 paid holidays a year, including your birthday
- Flexible Work Options: Potential work-from-home options after the introductory period
- Generous Paid Time Off: Ample vacation and personal days to maintain a healthy work-life balance
- Tuition Reimbursement: Support for your ongoing education and career development
- Parking Incentives: Financial incentives for your daily parking
- Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages
- Gym Reimbursement: Stay healthy with our gym membership reimbursement program
- Team Bonding: Participate in company and team bonding events that foster a collaborative work environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
