ITM MSR II

Recognized by the city of Alexandria as a Gold Employer, the State Department Federal Credit Union (SDFCU) is dedicated to providing outstanding opportunities and professional development. Headquartered in Alexandria, Virginia, with assets exceeding $2.4 billion, we understand that our success is driven by our talented team members.

At SDFCU, we are committed to attracting and retaining top talent to ensure our continued success. Our tradition of exceptional service extends not only to our members but also to our employees. Through comprehensive internal training and workshops, we nurture professional strengths and provide ample opportunities for career advancement. Are you ready to join our dynamic team? We offer competitive salaries, exceptional Health, Dental, and Vision insurance within the first 30 days of service, a matched 401(k) plan with up to 4% SDFCU contribution, and much more.

Benefits and Perks of Working at State Department Federal Credit Union Include:

Diversity and Inclusion: Work in an environment that values and respects all team members.

Paid Holidays: Enjoy 12 paid holidays a year, including your birthday.

Flexible Work Options: Potential work-from-home options after the introductory period.

Generous Paid Time Off: Ample vacation and personal days to maintain a healthy work-life balance.

Tuition Reimbursement: Support for your ongoing education and career development.

Commute/Parking Incentives: Financial incentives for your daily commute.

Comprehensive Insurance: Access to excellent medical, dental, and vision insurance packages.

Gym Reimbursement: Stay healthy with our gym membership reimbursement program.

Team Bonding: Participate in company and team bonding events that foster a collaborative work environment.

Join us at SDFCU and be part of a team that values excellence, innovation, and professional growth.

At State Department Federal Credit Union, our members are our number one priority. We strive to satisfy their financial needs by offering a variety of products and services at reasonable rates and delivering exceptional experiences while building lasting relationships.

We are looking for talented people who exhibit passion for helping others and a desire to be a collaborative team member.

BENEFITS OF WORKING AT STATE DEPARTMENT FEDERAL CREDIT UNION INCLUDE:

- Working for a diverse and inclusive organization that values and respects team members

- 401k with 4% employer match plus an additional Safe Harbor Employer Contribution

- Generous Paid Time Off

- Tuition Reimbursement

- Commute/Parking Incentive Plan

- Comprehensive Medical, Dental and Vision Insurance Package

- Gym Reimbursement

- Company and Team Bonding Events

SDFCU is seeking an Interactive Teller Machine (ITM) Member Service Representative (MSR) II who will be responsible for for delivering extraordinary service in a unique virtual environment while accurately and efficiently processing a variety of member transactions and inquiries remotely.

SKILLS AND COMPETENCIES

- More than one year of customer service experience

- High School diploma or equivalent

- Courtesy, tact and diplomacy are essential elements of the job. Work involves a lot of personal contact with others inside and/or outside the organization for purposes of giving or obtaining information, building relationships or soliciting cooperation

- Excellent written communication skills, with particular attention to grammar and composition

- Excellent active listening skills and telephone/video skills

- Ability to use all available resources and take initiative to make good decisions based on sound reasoning and judgment

- Excellent analytical and problem-solving skills

- Excellent organizational and time management skills

- Advanced PC literacy and proficiency using Microsoft Outlook

- At least 6 months as an MSC Rep I, or equivalent experience

- At least 6 months of consecutive acceptable job performance and attendance history

JOB DUTIES/RESPONSIBILITIES

- Displays an engaging on-screen presence and appearance, a positive attitude and an effective communication style through video conferencing

- Stays current with emerging technologies and maintains excellent communication skills in a face-to-face environment and is comfortable being on camera

- Provides information about credit union services and policies, including eligibility for membership, types of credit union accounts, various interest rates, current dividend rates, locations, office hours, telephone numbers, etc.

- Performs routine member transactions including deposits, withdrawals, cash advances, loan payments, transfers, and check cashing. Performs Shared Branching transactions (if applicable), accepts requests for stop payments, performs file maintenance on accounts, and other ITM transactions

- Assists members with resolving discrepancies and questions. Enrolls/opts-out members for various services (i.e., telephone banking, online banking, mobile payment services, E-statements, etc.), as applicable. Assists members with completing direct deposit and transfer cards, check orders/re-orders, changes to existing accounts to include name, address and other pertinent

- Assists members with fee inquiries and reversals, certificate maturity requests and conducts currency exchanges (making change).

- Balances daily transactions and verifies cash totals and investigates and resolves out-of-balance conditions

- Serves multiple members via multiple ITMs in various remote locations

- Answers member account inquiries and resolves member issues or complaints through demonstrated knowledge of credit union products, processes and procedures, and/or conducts the necessary research to address member needs

- Restricts electronic account access as deemed necessary to prevent potential financial losses to the credit union or to the member.

- Ensures member satisfaction remains a high priority and acts in accordance with the Credit Union's Core Values.

- Maintains intra/interdepartmental workflow by providing information to and cooperating with co-workers to work on variety of special department projects as needed

- Ensures work area is clean, secure and well maintained. Performs related clerical duties and attends meetings as required

The above information has been designed to indicate the general nature and level of work performed by the ITM MSR II. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required.