ITM - Live Teller Connect Representative - Full Time - Onsite (WY)

Nuvision Credit Union•Cheyenne, WY

1d•Onsite

About The Position

The Live Teller Connect (LTC) Representative provides member-centric service virtually through Interactive Teller Machines. The representative handles requests such as balance information, transfers, deposits, loan payments, account research, product information, and support for deposit and loan accounts. The role includes educating members and recommending products and services tailored to their needs, while resolving both routine requests and more complex issues that require research and problem-solving. Representatives may assist members through LTC machines at multiple locations and take ownership of each interaction while meeting Credit Union standards. The position also performs teller transactions, balances and verifies daily transactions, and investigates discrepancies. It handles member service activities such as explaining products, updating accounts, resolving complaints, and managing electronic access. The representative completes required compliance and other training, protects confidential information, supports process improvement, and represents the Credit Union professionally. The job is full-time and onsite in Wyoming. A sign-on bonus is available to eligible external applicants.

Requirements

At least 1 year of banking experience as a teller or call center service representative.
Knowledge of BSA, Regulations CC, D, and E, and other pertinent regulations.
Comprehensive knowledge of deposit account products and services.
Working knowledge of applicable federal, state, and NCUA regulations.
Exceptional customer service skills, tact, diplomacy, and a desire to accommodate others.
Ability to respond to member prompts and offer financial products and services tailored to member needs.
Ability to influence others when offering products and services while avoiding both excessive persistence and giving up too easily.
Professional and courteous verbal and written communication skills.
Ability to remain calm when assisting difficult or irate members.
Comfort with being evaluated against performance standards.
Initiative to achieve team goals and model a good work ethic.
Proficiency in standard business computer software and ability to acquire working knowledge of the Credit Union operating system.
Proficient data entry, ten-key calculator, cash-counting, and math skills.
Attention to detail.
Ability to acquire working knowledge of Credit Union products and services and become a subject matter expert in remote delivery channels.
Good judgment and discretion when handling confidential member account information.
Ability to handle fluctuating work demands and excel in a fast-paced environment with strong time-management skills.
High school diploma or equivalent.

Responsibilities

Provide member service through Interactive Teller Machines, including handling balance inquiries, transfers, deposits, loan payments, account research, product questions, and deposit and loan account support.
Receive deposits and loan payments, disburse withdrawals, process transfers, verify transactions, and promptly resolve discrepancies.
Balance daily transactions, verify cash totals, and investigate out-of-balance conditions.
Explain Credit Union products and services, identify members’ financial needs, and order checks.
Resolve member questions and problems by listening, gathering information, researching, and communicating results.
Perform file maintenance and account changes, and reset Homebanking and ABIL access.
Restrict electronic account access when necessary to help prevent potential financial losses.
Resolve member issues and complaints using product and process knowledge or additional research.
Use sound judgment to balance members’ interests with organizational objectives, taking ownership of interactions, including callbacks and extended research.
Complete required compliance, representative, and other training.
Seek ways to streamline work processes and continuously improve the Credit Union.
Represent the Credit Union positively and professionally.
Maintain confidentiality of member and other sensitive information and treat coworkers and members with respect.
Perform other related duties as assigned.
Keep the workspace or branch organized and tidy.