Personal Experience Representative (Video Teller)

Together Credit Union • St. Louis, MO

8d • Hybrid

About The Position

The Personal Experience Representative (ITM Agent) is responsible for assisting members with a wide variety of services and advisement in utilizing company products and services in order to meet personal financial goals and provide the highest quality customer service. This position builds positive member relations by providing prompt, efficient, accurate, courteous, and personalized service to members.

Requirements

• High school diploma
• 2+ years relevant professional experience
• Knowledge of applicable laws and regulations, including but not limited to, the Bank Secrecy Act (BSA), the Patriot Act, and the Office of Foreign Assets Control (OFAC).
• Ability to interact face-to-face, using electronic media and over the phone with customers and co-workers in a clear, confident, friendly, and polite manner.
• Ability to use tact and diplomacy and present a professional personal appearance.
• Proficiency with computers, office software, internet browsers, and related technologies.
• Courtesy and tact in personal contact with members and others inside and outside the organization.
• Skilled in providing instructions with critical thinking skills to identify when warm transfers to other divisions are necessary.
• Strong verbal and written communication skills.
• Capacity to work independently while meeting KPI’s.

Nice To Haves

• Financial institution experience

Responsibilities

• Educates members on Credit Union products and services, promoting a positive relationship between the members (internal and external) and the Credit Union.
• Conducts engaging real time interactions and virtually processes member transactions received via Interactive Teller Machines (ITMs) including deposits, withdrawals, transfers, and loan payments; ensures that proper identification and endorsements are obtained for all transactions.
• Processes member requests for check orders, address changes, loan advances, opening sub accounts, open/close shared certificates, account closures etc. where first contact resolution is possible and creates a low effort escalation to the appropriate dept or team member, as needed.
• Balances checks received and assigned cash drawers.
• Cross trains to assist with relevant email and call queues.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED