A Virtual Teller provides real time teller assistance to members from a centralized location through video transmission via the Interactive Teller Machine (ITM). Performs a variety of financial transactions to service member’s operational and financial needs via camera in accordance with credit union policies and procedures. Resolves member questions and problems regarding account statements, payments, automatic transfers, interest rates, renewing certificate accounts and digital banking solutions. Completes and maintains related reports, records, files and other duties as assigned. Responsible for building member relationships by actively uncovering and evaluating members’ financial needs, offering products/services to meet those needs, and by answering members’ questions regarding Credit Union services. Cross sells Credit Union services and supports all functions within the Contact Center.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

SERVICE

• Maintains excellence in delivering member service and exceeding the credit union and department service standards; greet and welcome members to the credit union in a courteous, professional and timely manner, providing prompt, accurate and efficient member service.
• Maintains a positive, professional appearance while communicating effectively through on-screen technology.
• Through video transmission via the ITM process a variety of lobby and drive thru financial transactions including, but not limited to, deposits, payments, transfers, check cashing and withdrawals. Ensures that proper endorsements and identification are obtained and follows credit union policies and procedures.

• Maintain thorough knowledge of the credit unions’ products and procedures, while strongly advocating our digital channels and always educating members on the ease of these services.

• Ability to recognize and resolve member issues promptly, utilizing sound decision making skills. Responsible for escalating more difficult situations to the branch associates/management and/or appropriate department.

• Work with multiple software programs (teller and virtual) concurrently to complete all member transactions.

• Monitor ITM machines to ensure they are working properly, alerting management of any operating issues.

• Must be able to work under moderate supervision.

• Attends all meetings/trainings that are assigned or scheduled.

• May assist with the training of newly hired ITM associates.

SALES

• Maintain an up-to-date and comprehensive knowledge on all credit union products and services that are handled or promoted by tellers.
• Promote credit union services such as electronic services, debit and credit cards, money orders and safe deposit boxes.
• Cross-sells credit union products by answering inquiries; informing customers of new services and product promotions; ascertaining member’s needs; directing members to a branch representative.

TELLER DUTIES

• Process all member requests, i.e. cash share drafts/checks and process withdrawals;, cash advances, etc.
• Verifies amounts, examines share drafts/checks for proper endorsement, and ensure accuracy when entering deposits into computer records.
• Balance checks and electronic entries at the end of the shift and compare totaled amounts to computer generated balance sheet. Research and resolve discrepancies. Report any discrepancy to the supervisor as necessary.
• Prepares and processes documents completely and accurately.
• Perform end of day balancing of transactions for multiple ITM locations, balancing the teller system against the virtual system. Research and resolve any out of balance issues.
• Scan daily work and perform such other teller functions that might be needed from time to time and assist others to complete tasks and work assignments.
• Review items presented via remote channels (ATM/ITM, Mobile, Merchant). Review to include, but not limited to image quality standards and proper endorsements, loss prevention procedures, and account status and history. Deliver compliance notices to members as required based on item review.

COMPLIANCE & REGULATIONS

• Maintain accurate data entry regarding member records, maintenance, and transactions; can find and correct errors.
• Adherence to security, internal control procedures, policies, mandatory training, compliance, product and credit union training.
• Adheres to all credit union policies, procedures and regulations to include confidentiality and safeguarding member information.
• Maintain an up-to-date and comprehensive knowledge of all related policies, procedures, and rules and regulations, including robbery procedures.
• Ensures that work area is clean, secure, and well maintained.

ALL OTHER DUTIES AS ASSIGNED

• Perform all other duties as assigned
• Completes special projects as assigned.

Directions Credit Union is an Equal Opportunity Employer AA M/F/Vet/Disability or other characteristic protected under federal, state, or local law.

Education

• High School or better

Skills

• Flexibility
• Interpersonal Skills
• Computer/Technical Literacy
• Analytical
• Adaptability
• Communication Skills

Behaviors

• Detail Oriented: Capable of carrying out a given task with all details necessary to get the task done well
• Team Player: Works well as a member of a group
• Enthusiastic: Shows intense and eager enjoyment and interest

Motivations

• Ability to Make an Impact: Inspired to perform well by the ability to contribute to the success of a project or the organization
• Growth Opportunities: Inspired to perform well by the chance to take on more responsibility
• Work-Life Balance: Inspired to perform well by having ample time to pursue work and interests outside of work

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)