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 (8-5, 9-6, or 10-7) and rotating Saturdays from 10am-4pm

Duties and Responsibilities

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.

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 :

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.

Last updated : 2024-05-14