ITM Head Teller

Schedule: Monday-Thursday 7-4 and Friday 9-6, Monday-Friday 9-6, 4/10’s 7-6 with an off day on Wednesday

Role: Provides real-time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM). Performs a variety of financial transactions. Provides professional, prompt, and courteous service and respects the confidentiality of members. Directly responsible for the supervision of daily teller activities and reconciliation of ITM checks clearing through the Federal Reserve account. Responsible for balancing all Loomis serviced machines on a rotating schedule.

Essential Functions & Responsibilities:

• Assists tellers with daily activities such as check approvals, locating and correcting errors, and resolving member-related questions. Also responsible for monitoring and communicating any technical problems with the machines to management.


• Shares duties with the back-up Head Teller for reconciliation of the Loomis cash vault and ATM/ITM Keystone drawers for Loomis serviced machines, as well as places semi-weekly currency orders and replenishment schedules for Loomis serviced machines.


• Works with multiple software programs concurrently to complete transactions, control lane lights, and to control ITM functionality.


• Compile statistical data for the Loomis machines for use is data analysis to determine patterns, transaction volume, and currency replenishment needs.


• Maintain the over/short log for the department to be used for statistical data as well as a resource for other departments for dispute and error resolution.


• Perform ITM transactions/sessions to accommodate member traffic.


• Responsible for the development of positive working relationships within the department in order to provide quality service to the membership.


• Attend Head Teller meetings as scheduled and relays information to the department manager and fellow employees as needed.


• Performs other job-related duties as assigned.

Performance Measurements:

1. Maintain a cohesive, highly trained, motivated staff sufficient to meet daily demands.


2. Ensures that all tellers are providing friendly, professional, personal service to all members. Must maintain the Quality Loop average of the current year's corporate goal.


3. Promote a sales culture within the branch by example. Coach and develop employees to identify cross-sale opportunities.


4. Keep management informed regarding key operating issues affecting the branch.


5. Supports credit union growth by recognizing opportunities to promote Credit Union products to meet members’ needs.


6. Consistently demonstrate leadership qualities when dealing with staff members and complete tasks in allotted timeframes by exercising effective time management.

Knowledge and Skills:

Experience - One to three years of similar or related experience.

Education - A high school education or GED.

Interpersonal Skills - Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.

Other Skills - Must have excellent written and verbal communication skills and interpersonal skills in order to interact professionally and effectively with members via video transmission equipment. Must be comfortable, professional, and friendly on camera.  Able to prioritize tasks, deal effectively with competing and changing priorities and meet deadlines. Accurate, detail-oriented, and organized. Good knowledge and understanding of Credit Union products, services, policies, and procedures. Good knowledge and understanding of regulatory compliance necessary to successfully perform job responsibilities. This includes, but is not limited to, Reg CC and CTR requirements. Good knowledge and understanding of all Credit Union computer systems and software programs required to perform job duties. Must be able to use multiple software applications simultaneously. Must have a basic understanding of Microsoft Excel and an aptitude for technical problem-solving and decision-making abilities.

Physical Requirements - Light lifting required.

Work Environment - Cube environment with the majority of time sitting at desk using video equipment to interact with members.