Enable America Jobs

Company Description

Ent Credit Union exists to improve the financial quality of life of the people we serve. This mission drives us every day, but we are more than our mission. We're also individuals using our unique abilities to make our organization, and the communities we serve, better than they were yesterday. We're a not-for-profit that puts people above profits and actively invests in our community. Our rapidly growing team is expanding our reach to serve more people throughout Colorado. To spread our mission far and wide, we need people like you. If you're interested in a paycheck with a purpose, apply with us today. Our people make the difference, and we truly believe you are our greatest asset.

Job Description

The Interactive Lead position currently resides in the COS Contact Center providing real-time teller assistance, as needed, to members from a centralized location through video transmission via the Interactive Teller Machine (ITM). The Interactive Lead utilizes multiple computer and communication applications including Symitar, Teller Now, Synergy, Application Extender, Online Banking ADM Tool, True Checks, Network Management, ITM Dashboard, and Ent's Element. The Lead assists in managing the ITM area and ITM representatives. The Interactive Lead position will provide leadership support with technical and knowledge expertise, through hands-on learning while assuring work quality and member service standards are upheld and maintained by all representatives. Must exercise the responsibilities of leadership in making sound business judgments in decision-making in all aspects of the position when assisting representatives. Assists Contact Center Management in assuring ITM transactions completed in this area, by all representatives, are in compliance with credit union policies and procedures, as well as financial regulations including BSA (Bank Secrecy Act), Ent's Accuracy and Financial Difference policy, and the Chronological Log. The Interactive Lead must excel in leading by example in service, ethical professionalism, conflict resolution, decision-making with members and representatives, and clear and accurate communication with members, management, and representatives. Additionally, must have the leadership and knowledge expertise to hold represen

Essential Functions Producing positive outcomes with the skill and understanding to overcome adversity by representatives and holding them accountable to the responsibilities of position. Strong communication/reporting with Contact Center Management on team performance, ITM machine complications, and the overall production of department. Employee education with new and seasoned representatives on the responsibilities of an Interactive Teller with a wide awareness of the overall responsibilities of the Contact Center. Manage member escalations in real-time mode to include decision-making on check-holds while keeping risk to the member and credit union in mind. Process ITM transactions as needed. Other administrative duties as assigned. Bank Secrecy Act: Remains cognizant of and adheres to Ent policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position High School Diploma/G.E.D. or Equivalent. 2+ Years' customer service with a financial institution and/or Teller experience. 1+ Leadership experience. Preferred Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of a bachelor's degree in accounting and 2+ years of account experience could be substituted for a high school diploma and 6 years of relevant accounting work experience or a master's degree in accounting and 0 years of work experien

Technical or Specialized Knowledge/Skills: Proficient with computer skills, including the ability to use Windows, Microsoft Word and Office, Sym tar, and Teller Now, and complete multiple tasks utilizing various databases. Basic typing, computer, and ten-key required. Excellent organizational skills are required. Excellent oral and written communication, including presentation skills. Excellent Troubleshooting and independent decision-making. Ability to detect fraud in order to minimize loss to the Credit Union. Professional interpersonal relationship skills. Strong knowledge of Credit Union Policies, Procedures, and Audit requirements. Proven ability to understand member needs and offer appropriate upsell or cross-sell solutions. Ability to empathize with the member and offer solutions that are reasonable for both the Member and the Credit Union. Certifications Required: None Environmental, Physical and Psychological Requirements: Standing - Occasionally Walking - Occasionally Sitting - Frequently Lifting - Rarely (40 Lbs) Carrying - Rarely Pushing - Rarely Pulling - Rarely Balancing - Rarely Stooping - Rarely Kneeling - Rarely Crouching - Rarely Crawling - Rarely