Interactive Teller

The primary responsibility of this role is to provide exceptional service to our members through live video interactions using Interactive Teller Machines (ITMs). This position focuses on creating a personalized and seamless experience by assisting members with their financial needs, identifying opportunities to enhance their financial well-being, and recommending Meritrust products and services when appropriate.

ESSENTIAL FUNCTIONS

• Deliver prompt, professional, and courteous service to members via Interactive Teller Machines (ITMs), efficiently handling financial transactions, inquiries, and service requests.
• Accurately perform all teller functions with a strong attention to detail and compliance.
• Identify and report suspicious activity through appropriate channels in accordance with regulatory guidelines.
• Maintain up-to-date knowledge of all credit union products, services, promotions, policies, and procedures.
• Apply effective problem-solving skills to address member inquiries, escalating or seeking assistance when appropriate.
• Research and resolve member issues, complete necessary follow-up, and refer complex situations to the appropriate branch or department as needed.
• Educate and assist members in using ITM technology, demonstrating comfort with emerging technologies and supporting other digital service channels.
• Consistently meet or exceed individual and team performance goals related to service quality, efficiency, and accuracy.
• Build and maintain positive working relationships with internal business partners, retail teams, and department staff.
• Demonstrate flexibility by adapting to change and adjusting work shifts to support extended hours and evolving business needs.
• Maintain open and effective communication with direct management.
• Complete all required annual Meritrust education and development programs, including applicable internal training initiatives.
• Other duties as assigned.

Education/Certification

• High School diploma or equivalent

Required Knowledge

• Previous financial institution experience preferred, include knowledge or principles and practices of a financial institution

Experience Required

• Minimum of 1 year customer service experience is preferred

HARD/TECHNICAL SKills/Abilities

• Excellent interpersonal and communication skills including the ability to project a courteous and friendly personality through video
• Ability to operate applicable PC programs necessary for job function

WORKING CONDITIONS

• Standard office conditions
• Low to moderate noise
• Limited lifting up to 25 lbs.

This description has been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Essential functions, requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization.

The Credit Union believes that each employee makes a significant contribution to our success. That contribution should not be limited by the assigned responsibilities. Therefore, this job description is designed to outline primary duties, qualifications, and job scope, but not limit the incumbent. It is our expectation that each employee will offer his/her services wherever and whenever necessary to ensure the success of our endeavors.

Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.