ITM/Relationship Specialist I- Part Time

Role Overview: The Relationship Specialist I is the primary frontline team member responsible for delivering exceptional member service at the credit union. This entry-to-intermediate, part-time role (32 hours/week) combines accurate teller transactions, new member onboarding, relationship building, and product recommendations - both on the branch floor and through our drive-thru Interactive Teller Machine (ITM)/virtual teller channel.

The Relationship Specialist serves as the “face of the credit union,” creating positive first impressions and excellent experiences whether a member walks through the door or pulls up to the drive-thru. Success in this role requires a genuine passion for service, strong attention to detail, comfort with video-based/remote service technology, and the ability to balance speed, accuracy, and friendliness in a fast-paced, dual-channel environment.

Key Accountabilities & Responsibilities

Deliver Exceptional Member Service

• Greet and welcome members warmly, in person and via the ITM video screen.
• Provide friendly, professional, and knowledgeable assistance in every interaction, regardless of channel.
• Learn and maintain solid knowledge of all credit union products and services.
• Deliver the same high-quality, personable experience to drive-thru/virtual teller members as to those visiting the branch in person.

Process Financial Transactions

• Accurately and efficiently handle teller transactions (deposits, withdrawals, transfers, payments, etc.) at the teller line and through the ITM/virtual teller platform.
• Operate ITM equipment and software confidently, troubleshooting basic technical issues and escalating as needed.
• Maintain high accuracy while balancing daily transactions across both service channels.

Build Member Relationships

• Identify members’ immediate and short-term financial needs, whether interacting face-to-face or via video.
• Offer helpful advice and recommend suitable credit union solutions.
• Create positive, memorable experiences that encourage member loyalty across all touchpoints.

Promote Products & Services

• Actively look for opportunities to introduce and cross-sell appropriate credit union products in person and through ITM interactions.
• Participate in onboarding, follow-ups, and outbound calls to deepen member relationships.
• Meet or exceed individual referral and sales goals.

Resolve Member Issues

• Research and promptly resolve basic member questions, problems, and complaints (in-person, drive-thru/ITM, phone, or email).
• Escalate complex issues when necessary.

Support Branch Operations

• Assist with balancing, cash handling, audits, monthly reports, and other operational tasks as assigned.
• Help monitor and manage drive-thru/ITM queue flow to keep wait times low and service quality high.
• Follow all policies, procedures, and compliance requirements for both in-branch and virtual teller transactions.

Teamwork & Professionalism

• Work collaboratively with the branch team, flexibly moving between the teller line and the ITM/drive-thru station as staffing needs require.
• Maintain member confidentiality and follow all security procedures.
• Demonstrate initiative, flexibility, and a willingness to learn new technology and service channels.

Schedule

• Part-time, 32 hours per week
• Schedule includes coverage of both the branch floor and the drive-thru ITM/virtual teller station, based on business needs

• High School diploma or equivalent
• Previous customer service or cash-handling experience preferred
• Comfortable with computers, video-based technology, and learning new systems (ITM experience a plus, but not required)
• Good math and communication skills
• Ability to multitask and stay calm under pressure across in-person and virtual interactions
• Must pass background check and credit review

Pulled from the full job description

• Employee discount
• Credit union membership
• Wellness program, * Credit union membership
• Employee discount
• Wellness program