Job description
Summary:
Knowledge, Skills, and Abilities
The Interactive Teller provides support and service to new and existing Credit Union members using ITM digital video interactions, phone calls and e-mails. Provides a prompt and professional member experience while focusing on building and enhancing member relationships to foster financial peace of mind.
Duties & Responsibilities:
- Knowledgeable of and apply effective sales techniques including, however not limited to; utilizing open ended questions, active listening and comprehension skills, overcoming objections and closing.
- Understand and apply savings policies, procedures and dividend rates.
- Understand the consumer lending process as it relates to cross-sell opportunities, loan products and interest rates.
- Properly identify members on every interaction using established guidelines and procedures.
- Provide accurate account information using account security procedures.
- Recognize account flags such as: holds, delinquent loans and screen messages before disbursing deposit/loan checks.
- Recognize inconsistencies regarding checks being deposited and account activity.
- Understand check hold processes and procedures.
- Must be member focused and able to convey information in an enthusiastic and positive manner.
- Greet members enthusiastically and constantly look for ways to “surprise and delight” them.
- Provide quality member service that exceeds the member’s expectations.
- Communicate via camera and articulate clearly and concisely with members in the drive thru.
- Process cash/check transactions, including deposits, withdrawals, loan payments, bonus checks and transfers from one account to another.
- Balance electronic cash drawers throughout the day and at the end of each shift.
- Perform financial transactions in an efficient and precise manner.
- Support individual, team and credit union goals as determined by credit union management.
- Utilize system software provided.
- Promotes honest and open communication throughout the credit union.
- Demonstrate behaviors that are consistent with the credit union’s values, philosophies and leadership characteristics.
- Work with other credit union departments to insure the workflow or process is providing the best service to the members.
Education and Experience
High School diploma or equivalent.- Six (6) months to two (2) years experience in a financial institution, contact center or customer service position.
- Must possess superior problem solving skills.
Knowledge, Skills, and Abilities
Ability to multi-task and adapt to change with systems, processes and procedures- PC literate
- Knowledge of or willing to develop sales techniques
- Knowledge of credit union services and products
- Appropriately resolve conflicts and escalated issues
- Ability to function and thrive in a production environment
- Ability to work effectively individually and within a team environment
- Ability to resolve interpersonal conflict and mis-communications
- Knowledge of spreadsheet software and use word processing software
- Ability to maintain a high level of confidentiality
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