What are the responsibilities and job description for the ITM Teller position at Nassau Financial Federal Credit Union?

ITM Teller

About the Job

Salary : $18.00 - $20.00 per hour.

Shift : 40-hour work week; Monday through Friday and Saturday on Rotation.

Work Location : Remote, Home branch East Meadow, NY

Benefits : Medical, Dental, 401K, Vision, Short Term Disability, Long Term Disability and Paid Time Off.

Overview of the Role :

This role will be responsible to assist Nassau Financial Federal Credit Union to live out its Service Mission, Improving the financial well-being of each member and the communities we serve, by providing outstanding service to both members and internal members. A key component of this service is to identify member needs and provide appropriate credit union product solutions. In addition, assist members with their transactions and perform other duties.

Accountabilities and Responsibilities :

Ensure high level member satisfaction, by providing total quality service and practicing member service skills that consistently demonstrate reliability, accuracy, responsiveness, assurance and empathy to members. This is achieved by presenting a professional attitude and appearance, introducing yourself, using the member’s name, greeting all members in a courteous and timely manner, smiling, making eye contact, communicating promotional offers and products that meet member’s financial needs. This includes thanking the member for their business and using the standard closing statement.
To deliver service consistent with our Service Promises. Exceed all established Minimum Acceptable Performance Standards.
Possess proficient product knowledge as measured by the annual product knowledge certification assessment.
Effectively communicate with members through video in a professional and engaging manner, following ITM teller protocol by walking members through their transaction, explaining transaction prompts, answering any questions while remaining on the screen throughout the session.
Develop proficiency in all ITM related technology to ensure a seamless Member experience.
Serve members in an accurate, professional, courteous, efficient manner through prompt handling of all teller functions. Convey the experience of personal interaction through a warm screen presence in a conversational manner.
Effective use of Credit Union Cross-sell tools to Improve the Members Financial Well Being.
Process the required teller transactions, such as, but not limited to :

Deposits, withdrawals, transfers and cashed checks.

Loan advances and payments.

Credit card payments.

Process Shared Branch Transactions.

Process check deposits according to the credit union’s check hold and dispensing policy. Includes attention to detail to ensure accuracy with check amounts, endorsements required and identification.

Perform independent certain teller activities using sound principles of judgement and discretion while enlisting supervisory resources of support for matters that may require override or expertise relative to recognizing risks or potential fraud.

Practice diligent fraud prevention methods to ensure the safety of member information and their accounts.

Recognize opportunity for in-branch and investment referrals, and act upon such opportunities with strong product knowledge and sales aptitude skillsets. Enter leads into Synapsys (CRM tool).

Resolve complex and non-routine inquiries concerning credit union policy and operating procedures; research and solve member's issues.

Respond knowledgeably and courteously to members' questions concerning Credit Union policies and procedures.

Proactively inform members of our products and services, including promotions, to help meet Credit Union goals and objectives.

Cover other branch offices when necessary, throughout branch transformation, including non-ITM branch operation offices.

BSA / AML compliance (and compliance with the Office of Foreign Assets Control) is the responsibility of all employees throughout the organization. This is achieved through : annual training, reporting compliance issues to the attention of the Compliance Officer and keeping aware of regulatory requirements.

Returned mail : Update member’s accounts with warning regarding bad addresses. Advise members to see in branch representative for additional follow up.

Identify maintenance issues with ITM locations and advise manager.

Participate in credit union and department-level campaigns to drive leads, product sales and new member growth. Assist with processing online check ordering errors through direct contact to the account owner(s).

Nassau Financial FCU is willing to accommodate handicaps to the extent a financial services organization can without impacting financial control or Member service. Nassau Financial FCU is an Equal Opportunity Employer. m / f / h / v.

Salary : $18 - $20

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