Summary
Job Summary
The Video Teller provides support and service to new and existing Credit Union members using ITM digital video interactions. Provides a prompt and professional member experience while focusing on building and enhancing member relationships to foster financial peace of mind.
**Schedule: M-F from preferred shift time (10-7, 12-9) and rotating Saturdays from 8am-4pm**
Duties & Responsibilities
Duties and Responsibilities
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- Determine member needs and educate them on appropriate beneficial products and services.
- Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
- Provide quality service that exceeds members expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
- Partner with internal and external departments to help resolve member inquires and issues to drive optimum resolutions.
- Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.
- Identify inconsistencies in account activity and take action to prevent potential fraud.
- Adhere to check hold processes and procedures.
- Process cash, check and transfer transactions for member accounts accurately.
- Adhere to Video Teller scorecard requirements by meeting minimum performance goals.
- Advocate, promote and create honest and open communication throughout the credit union.
- Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
- With proven performance and expertise in the role, will have the opportunity to become a peer mentor taking on additional responsibilities of assisting with onboarding, training, and coaching new team members; as well as engaging in more complex member requests as needed.
Requirements
Education and Experience Requirements:
- High School diploma or equivalent.
- One (1) year of experience in a financial institution or customer service position.
Required Knowledge, Skills and Abilities:
- Ability to multi-task and adapt to change with systems, processes, and procedures.
- Knowledge of or willing to develop sales techniques.
- Knowledge of credit union services and products
- Appropriately resolve conflicts and escalated issues
- Ability to function and thrive in a production environment.
- Ability to work effectively individually and within a team environment.
- Ability to adhere to a daily schedule to meet the needs of our members.
- Ability to resolve interpersonal conflict and miscommunications.
- Knowledge of spreadsheet software and use word processing software.
- Ability to maintain a high level of confidentiality.
- Must be able to be bonded.
Preferred Knowledge, Skills, and Abilities:
- Associate or bachelor’s degree.
- Knowledge of credit union services and products
Physical Requirements:
- In this position, individual will be expected to lift up to 20 pounds from time to time.
- Must be able to stoop, bend, reach or stand for extended periods of time.
- Must be able to sit and use a computer for extended periods of time.
