Interactive Service Agent

Are you tech-savvy, love helping people, and thrive in a fast-paced work environment? We are currently looking for an enthusiastic Interactive Service Agent (ISA) to join our team and engage with members using our cutting-edge Interactive Teller Machines (ITMs). This is more than just a position—it’s an opportunity to connect with members through video banking, assist with digital transactions, and improve their financial well-being with exceptional service.

As an Interactive Service Agent (ISA), you’ll be the friendly face of La Cap’s cutting-edge Interactive Teller Machines (ITMs), delivering a seamless and engaging experience. In this role, you’ll connect with members through video interactions, process transactions with precision, and introduce them to the products and services that will improve their financial well-being. With a strong focus on exceptional service and digital support, you’ll help members navigate their needs efficiently—all while ensuring their best interests remain the top priority of La Cap.

Essential Duties and Responsibilities:

• Answer and respond to video calls promptly and professionally.
• Process transactions through video transmission via the Interactive Teller Machine (ITM).
• Use multiple software programs simultaneously to handle transactions and communicate with multiple members.
• Facilitate transactions requiring additional approval using sound decision-making skills.
• Perform regular teller transactions through electronic/remote interactions in compliance with La Cap’s policies and procedures.
• Educate members and cross-sell products by identifying needs and offering appropriate solutions.
• Serve as a Subject Matter Expert on ITMs, staying updated on technology and process improvements.
• Guide members through self-service handling of account maintenance requests through digital channels.
• Exhibit excellent problem-solving skills, resolving customer inquiries and issues with professionalism.
• Communicate clearly to build trust and rapport with customers, explaining the use of the Virtual Teller Station and alleviating any concerns about new technology.
• Perform end-of-day balancing as per La Cap procedures.
• Adhere to security, audit, and compliance requirements.
• Achieve and maintain required performance goals and KPIs.
• Provide assistance to credit union initiatives such as member call lists, campaign lists, and branch reports.
• Complete special projects as assigned by La Cap management.
• Understands compliance issues and attends training as they relate to credit union services, including, but not limited to: Bank Secrecy Act, Reg P, and Patriot Act.

Education and/or Experience:

• High school diploma or GED.
• One to two years of related customer service, call center, or sales experience; or an equivalent combination of education and experience.
• Experience in a video/remote environment within a financial institution is a plus.

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person