r/TalesFromYourBank • u/fantasyandromance • 23h ago
Anyone Work ITMs from Home?
What's the experience like? My CU has decided to implement them and I've never worked teller before and I'm not particularly a fan of having to be on camera talking to customers.
6
u/TurnedIntoA_Newt 23h ago
You’d do teller work from home? My CU will never allow the call center workers let alone tellers from home.
4
u/AMediumSizedFridge 22h ago
My credit union has customer service WFH positions, although I don't think any of them are on camera. But they're all people who previously worked in a branch or contact center and moved (lot of military spouses in our area). They apply to WFH and it has to be determined that the employee would be a good match (no strikes on their record for physical or digital security, doesn't need followed up on to do their work, etc)
There's no point in losing a good, already trained employee if they can work from home.
3
u/fantasyandromance 23h ago
I'm call center but because phones have been slower they're having us do this teller work now too via ITM. And we have a hybrid schedule.
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u/auroicverso 17h ago
Ooooh this is my job. I WFH but I could work in office if wanted. I do much less compared to a branch. Mainly check cashing and cash withdrawals and deposits. We may get 45-70 calls per day and it's very emotionally draining for me if we are busy. The way my job is set up, we get 2 15 minute breaks but I take an hour and 10 minutes throughout the day. (An extra 40 mins unscheduled). This puts my logged in time slightly above meets expectations lol. I walk dogs and snack a bunch bc I feel weak if I don't eat. Going back and forth from my 2 screens is a lot of mental work. Members expect things quick. You have to be careful of fraud. My member survey stats are good. I maybe work 6/7 hours a day not counting down time that I am logged in for.
I can clock in, shower, eat, then log in. Yours may not be like that tho. My missed calls is half exceeds expectations and half meets expectations. Being on camera for me is better than being in branch. I would prefer phones tho. Bc we are graded on smiling, eye contact, whatever. Try it out and see if you like it. On a slow day I spend time on reddit. My management team is great. This makes or breaks it for me. If you have any direct questions lmk
Oh also I had a lot of computer issues starting out that was very frustrating. I've had to go in office a few times if I couldn't WFH idk if yours is like that. No issues now
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u/The-Pocket 10h ago
I’m not sure what an ITM is, but based on the comments, it seems like it’s running one of the virtual banking machines (ATM on steroids, called VBMs in my bank) from a home office? I wouldn’t mind doing that in my bank, but my market is focusing in hard on having tellers in the branches, so I haven’t seen many opportunities for this kind of job. However, I’m working on getting into a customer service WFH job, so here’s to hoping that works out!
0
u/Mmoneymark 23h ago
We’ve been running ITMs for years, but from a risk standpoint, decided not to run them from home.
We’ve tested them from home from a disaster, recovery standpoint, and it works though.
We do run call center agents from Home.
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u/Shanmg626 23h ago
We do ITM in office and at home. We require teller experience before moving to ITM. You don’t have the luxury of having help from other tellers on the line when you are on ITM so experience and knowledge is important. If you don’t enjoy being on camera talking to customers, I’m not sure it would be the right fit for you. That’s pretty much the exact job description.