Interactive Teller Coordinator
Truity Credit Union, Bartlesville, OK, United States
This position must provide unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions through our Interactive Teller Machine (ITM) system. It will be responsible for monitoring and coordinating ITM activities, troubleshooting issues, and training staff. The role requires analytical and technical skills to address questions and issues related to electronic services and to ensure a smooth, efficient banking experience for members.
ESSENTIAL FUNCTIONS
Answer video transmissions via the ITM in a timely and professional manner.
Guide members through self‑service handling of account transactions and maintenance requests.
Process paying and receiving transactions as needed, and fill in on the teller line when assigned.
Facilitate member transactions that require additional approval, as needed, using decision‑making skills. Assist with approving and evaluating transactions for others and providing overrides as required.
Participate in the filling of ITMs and ITM maintenance, as required.
Monitor check deposits via the ITM and determine whether additional holds are needed.
Serve as the subject‑matter expert and provide direction and assistance for specific functions of the ITM.
Create, maintain and update procedures related to ITMs.
Conduct training of ITM staff and assist the Branch Manager in developing effective employees through training, coaching, evaluating, motivating, and goal‑setting.
Achieve and maintain all required performance goals and quality measurements.
Complete scheduling of Interactive Teller Specialists to assure appropriate coverage.
Assist with interviews and the hiring process.
Process Oil & Gas Leases and foreign items for all branches.
Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
Follow procedures to process returned mail, updating addresses with verification and contacting members for verification, while noting any red flags.
Assist Spanish‑speaking members when applicable.
Remain informed, alert, and vigilant regarding fraud and/or scam activity.
Ensure consistent presence and active participation at all ITM installations to support successful execution and alignment with organizational goals.
Serve as a member of the IRA questions team.
Perform all other duties as assigned.
KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Knowledge of:
Credit Union products and services, including check hold processes and procedures
Microsoft Office Suite
Technology and various software programs
Paying and receiving functions, policies, practices, standards, and computer transactions
Ability to:
Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
Provide accurate and thorough answers to member questions via ITM
Prepare for daily interactions with a professional mindset and an organized workstation, free of distractions
Write routine reports and correspondence and speak effectively before members and employees
Maintain confidentiality and professionalism
Carry out Credit Union mission, philosophies, values, and practices
Skill in:
Strong verbal and written communication
Effective, efficient service via video, digital banking messages, e‑mail, and live chat forums
Participation in a productive team environment
QUALIFICATIONS
Critical Development Experiences
Pursue opportunities for professional growth and development through training, education, and self‑study.
Successfully complete all applicable compliance training and testing.
Education and experience equivalent to:
A minimum of one year up to three years of similar or related experience, including preparatory experience.
A high school degree or equivalent.
REQUIREMENTS
Regular attendance and timeliness are essential functions of this position. The employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift, or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co‑employees and members.
REGULATORY COMPLIANCE & CONFIDENTIALITY
Follows regulatory and policy compliance requirements, including Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Anti‑Money Laundering (AML) Regulations, Identity Theft Red Flags, and other compliance‑related policies. This position also requires maintaining confidentiality with regard to non‑public information about our members and the Credit Union.
This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities, and requirements of this job. Incumbents may be requested to perform job‑related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent or applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent or applicant when possible.
Equal Opportunity Employer/Veterans/Disabled
Truity is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 918.336.7662 or jobs@truitycu.org for assistance. You may also contact us at that same number and email if you would like to see a copy of our Affinity Action Plan.
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ESSENTIAL FUNCTIONS
Answer video transmissions via the ITM in a timely and professional manner.
Guide members through self‑service handling of account transactions and maintenance requests.
Process paying and receiving transactions as needed, and fill in on the teller line when assigned.
Facilitate member transactions that require additional approval, as needed, using decision‑making skills. Assist with approving and evaluating transactions for others and providing overrides as required.
Participate in the filling of ITMs and ITM maintenance, as required.
Monitor check deposits via the ITM and determine whether additional holds are needed.
Serve as the subject‑matter expert and provide direction and assistance for specific functions of the ITM.
Create, maintain and update procedures related to ITMs.
Conduct training of ITM staff and assist the Branch Manager in developing effective employees through training, coaching, evaluating, motivating, and goal‑setting.
Achieve and maintain all required performance goals and quality measurements.
Complete scheduling of Interactive Teller Specialists to assure appropriate coverage.
Assist with interviews and the hiring process.
Process Oil & Gas Leases and foreign items for all branches.
Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
Follow procedures to process returned mail, updating addresses with verification and contacting members for verification, while noting any red flags.
Assist Spanish‑speaking members when applicable.
Remain informed, alert, and vigilant regarding fraud and/or scam activity.
Ensure consistent presence and active participation at all ITM installations to support successful execution and alignment with organizational goals.
Serve as a member of the IRA questions team.
Perform all other duties as assigned.
KNOWLEDGE, SKILLS, ABILITIES AND PERSONAL CHARACTERISTICS
Knowledge of:
Credit Union products and services, including check hold processes and procedures
Microsoft Office Suite
Technology and various software programs
Paying and receiving functions, policies, practices, standards, and computer transactions
Ability to:
Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
Provide accurate and thorough answers to member questions via ITM
Prepare for daily interactions with a professional mindset and an organized workstation, free of distractions
Write routine reports and correspondence and speak effectively before members and employees
Maintain confidentiality and professionalism
Carry out Credit Union mission, philosophies, values, and practices
Skill in:
Strong verbal and written communication
Effective, efficient service via video, digital banking messages, e‑mail, and live chat forums
Participation in a productive team environment
QUALIFICATIONS
Critical Development Experiences
Pursue opportunities for professional growth and development through training, education, and self‑study.
Successfully complete all applicable compliance training and testing.
Education and experience equivalent to:
A minimum of one year up to three years of similar or related experience, including preparatory experience.
A high school degree or equivalent.
REQUIREMENTS
Regular attendance and timeliness are essential functions of this position. The employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift, or move objects weighing up to 25 pounds. A normal range of hearing, vision, and speech are required to effectively work with co‑employees and members.
REGULATORY COMPLIANCE & CONFIDENTIALITY
Follows regulatory and policy compliance requirements, including Bank Secrecy Act (BSA), Office of Foreign Asset Control (OFAC), Anti‑Money Laundering (AML) Regulations, Identity Theft Red Flags, and other compliance‑related policies. This position also requires maintaining confidentiality with regard to non‑public information about our members and the Credit Union.
This job description should not be interpreted as all inclusive. It is intended to identify the duties, responsibilities, and requirements of this job. Incumbents may be requested to perform job‑related responsibilities and tasks other than those stated in this description. Any physical demand of essential function or requirement of this position will be evaluated as necessary should an incumbent or applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent or applicant when possible.
Equal Opportunity Employer/Veterans/Disabled
Truity is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.
If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 918.336.7662 or jobs@truitycu.org for assistance. You may also contact us at that same number and email if you would like to see a copy of our Affinity Action Plan.
#J-18808-Ljbffr