Active Teller/Digital Experience Specialist II

Open Positions

Job Description

To service members with their needs through an on-screen, video experience. Ability to proactively engage in professional, positive, and productive communication with members who are utilizing Interactive Teller Machines at remote locations. Responsible for approving and processing transactional requests, providing education on products and services, and facilitating guidance for digital needs. Knowledge of the digital channels and branch technology, empowering members to embrace this technology while effectively educating them on ease and convenience. Key player in onboarding new and existing members through outbound call lists for all branches, seeking to enhance and nurture member relationships. First source of backup for branch DES IIIs at the branch for opening accounts and branch operations, as necessary. Maintains ownership of doing the right thing for the member while embracing Neighborhood Credit Union’s core values and mission of building financial relationships in our communities.

Duties & Responsibilities

• Assumes responsibility for the efficient, effective, and accurate performance of Interactive Teller Machine (ITM) functions.
  • Prepares for daily interactions with a professional mindset and an organized workstation, free of distractions.
  • Provides world class service by greeting members with a smile and warm tone while serving members with remote transactions including:
    • Properly identifying members as outlined in procedures.
    • Processing deposits to share, share draft, and other savings accounts.
    • Monitoring deposit amounts and examining documents for endorsement and negotiability.
    • Disbursing cash.
    • Receiving loan payments.
    • Processing transfers between accounts as required.   
    • Processing checks through Remote Deposit Capture platform, determining additional holds or releases, and communicating with members effectively, as necessary.
    • Guiding members through self-service handling of account maintenance requests through digital channels.
  • Facilitates member transactions that require additional layers of approval, as needed, utilizing sound decision making skills.
  • Actively educates members and cross-sells products and services by asking appropriate questions, uncovering member needs, and recommending the best solution.
• Assumes responsibility for the efficient, effective, and timely performance of assisting members.

  • Enhances and nurtures relationships with new and existing members, utilizing intentional call lists that coincide with Marketing endeavors, promotions, and member-specific opportunities for all branches.

  • Serves as primary backup to DES III for assisting members with account opening process in branch environment.

  • Helps control the flow of traffic at the branch while creating a pleasant, welcoming, and secure environment for all who enter.

  • Provides world class service as they serve members through financial transactions and guide them with in- branch technology that may include:

    • Processing deposits to share, share draft, and other savings accounts.

    • Monitoring deposit amounts and examining documents for endorsement and negotiability.

    • Disbursing cash or check withdrawals.

    • Providing official checks and credit card advances.

    • Receiving loan payments and service charge payments for services.

    • Processing transfers between accounts as required.

    • Redeeming US Savings Bonds.

    • Processing shared service center transactions.

  • Strongly advocates Neighborhood Credit Union’s digital channels while educating members on the ease of utilizing these services.
  • Assists members with service requests while educating members on best possible solutions and future options to provide them with the most efficient member experience.
  • Actively markets and cross-sells current and new products and services of the credit union and educates members on the features and benefits of new, as well as existing services.

• Assumes responsibility for establishing and maintaining effective, professional relationships within the organization, with members, and within the community.

  • Maintains ownership of delivering a consistent exceptional member service experience to visitors and members alike. Encourages member usage of online reviews to validate service delivery standards.

  • Maintains privacy of member account information.

  • Follows all policies and procedures regulated by the credit union, including guidelines for preventing fraud and robbery, as well as governmental policies and procedures.

  • Ensures members’ requests and questions are promptly resolved.

• Assumes responsibility for establishing and maintaining effective communication and positive working relationships with management and within the organization.
  • Cognizant of individual sales goals, branch production and impact to organizational success; Leads by example with integrity and approaches sales opportunities with confidence and enthusiasm.
  • Utilized as Northern float position to provide coverage, when necessary.
  • Assists other departments in meeting the needs of members, when necessary.
  • Attends meetings as required.
  • Keeps Branch Manager informed of any significant problems or concerns.
• Assumes responsibility for related duties as required or assigned.
  • Heavily involved in vault operations, ordering of cash and monitoring of recycler cash flow.
  • Assists Branch Manager in regulating necessary vault/cash audits and supplying Compliance with necessary monthly documentation.
  • Compiles branch month end work boxes and coordinates with Facilities for pick up.
  • Ensures branch supplies are maintained.
  • Accurately balances transactions at end of business day,
  • Performs such other functions that might be needed from time to time and assists others to complete tasks and work assignments.

Knowledge and Experience