VIDEO SERVICE REPRESENTATIVE

Job Summary: Maintain a professional image through appearance and communication representing 7 17 CU’s core values of mutual respect, honesty, trust, integrity, empathy, partnership and team work. Responsible for greeting, welcoming, guiding and assisting Credit Union members and prospective members via video banking platform in a prompt, enthusiastic, professional, friendly and respectful manner while consistently conveying the willingness to help. From designated centralized work space, using video banking/live chat technology, will primarily assist members at other branches or remote locations, with loan, new account, account maintenance and other member needs as assigned. Will also take scheduled video banking appointments or unscheduled inquiries transitioning a member from their digital journey to a personal video experience. Responsible for delivering consistently exceptional member service as a single point of contact. Establishes and strengthens member relationships using prescribed needs assessment skills and methods to determine member needs and matching with appropriate 7 17 CU options and solutions by helping first and selling second.

All job positions at 7 17 Credit Union may be assigned further duties with or without notice, verbally or in writing.  Essential duties and responsibilities include the following. 

Primary Duties:

1. Educate, demonstrate and guide members on the use support of the Video Banking while positively promoting the benefits of the technology and ensuring a positive member experience.
2. Maintains high accuracy and thoroughness while assuring privacy of member information in handling of all transactions and assigned duties.
3. Remains compliant with credit union policies and procedures.
4. Maintains a high level of courteousness and professionalism while greeting all members and prospective members with a smile while referring to members by name as appropriate.
5. Receives members at assigned centralized/remote work station(s) via video banking platform and determines the nature of the members' business.
6. Shows empathy and compassion toward members when assisting with requests, complaints, research, problems and follow-up to resolve matters to the member’s satisfaction.
7. Assists members with video check deposit.
8. Handles the following routine non-monetary transactions including but not limited to:
   • Debit card issuance and qualification.
   • Remote delivery services assistance including but not limited to application and initial set-up, demonstration, problem resolution and reporting service failures pertaining to existing remote delivery services to appropriate department experts.
   • Assists members with direct deposit initiation, changes and payroll transfers.
   • ACH initiation, changes and cancelation for internal and external payments.
   • Lost/stolen debit/credit cards, debit/credit card fraud, and other forms of fraud assistance.
9. Order new checks.
10. Opens and closes the computer terminal and accountable for assigned drawer number and balances to the terminal close report on a daily basis.
11. Maintains overall knowledge of the resources and services of the Credit Union as front-line first contact with members.
12. Meets or exceeds product and services relationship building, referral and production goals that may include but are not limited to deposits, loans, payment protection, checking account options, Retirement and Investment services, electronic and remote delivery services, and other products/services at the acceptable level as determined by the Credit Union.
13. Demonstrates a thorough knowledge and proficiency of all retail (non-commercial) Credit Union deposit products and services, electronic/remote delivery services, payments, use of credit union core processing system, and video banking technology and other software required to perform the required functions within the expected time frame and method determined by the credit union.
14. Responsible for product knowledge and all operational functions associated with the evaluation, qualification, processing, compliance, completion and submission of the following retail deposit product requests to open, change, change ownership, closing accounts, processing deceased memberships
    1. New Membership Accounts
    2. All Checking Accounts
    3. Club accounts
    4. Certificates of Deposits (Regular and IRA)
    5. Money Markets
    6. Powers of Attorney
    7. Specialty Accounts (Custodial, Representative Payee, Guardianship)
    8. Health Savings Accounts
    9. IRA (Traditional and Roth)
15. Responsible for product knowledge and all operational functions associated with the evaluation, qualification, processing, submission, gathering of appropriate information needed for loan underwriting of the loan types listed below. Responsible for preparation of consumer loan closing documents, conducting loan closings, performing loan disbursals and all post-closing procedures and follow-up.  Complete an accurate loan application using online sources for collateral evaluation and required information to be used as a basis for credit decisions. Maintains communication with members to discuss loan application status and/or underwriting conditions for pending; approved and denied loan applications; verification that all loan conditions are met and required documentation (e.g., income verification, title work, insurance verification, etc.) is received.  Loan types may include but are not limited to:
    1. Visa Credit Cards (secured and unsecured).
    2. Unsecured Personal Loans.
    3. Share Secured.
    4. All vehicle (auto, motorcycle, boat, RV, etc.) title secured loans for purpose of purchase, refinance, free & clear title, etc.
    5. Home Equity loans and lines of credit.
16. Responsible for addressing member inquiries, problems or concerns regarding all product and services mentioned in above duties and directing requests for information or assistance beyond expected level of expertise to the appropriate individual or department.

Confidentiality Requirements: Must keep members' transactions and other Credit Union business in strictest confidence.

Prerequisite Education:

High school diploma or equivalent

  Prerequisite Experience:

1. A minimum of 9 months as a 7 17 Teleservices Loan Specialist, a Consumer Loan Processor, or Personal Service Representative 1, or similar experience at another financial institution (CU or bank), or has been a Video Service Representative within the most recent 18 months.

Required knowledge, skills and abilities once in the job:

1.  Customer service attitude and skills to include:
2. Team player, commitment, patience, empathy, enthusiasm, compassion, creativity, listening, comprehension, initiative, cooperation, attention to detail, resourcefulness and willingness to help.  
3.  Professionalism to include:
4. Confidence, good judgment, appropriate demeanor and professional appearance; ability to interact with employees and members in a manner that is consistent and demonstrates the 7 17 CU brand promise.                         
5. Skills to include:
6. Problem solving, decision making, time management, interpersonal communications, organization, and good mathematical skills.
7. Maintain ongoing comprehensive knowledge of the products, services, policies and procedures needed to perform the primary duties of the job.
8. Understand the effects of member requests as they relate to individual accounts and cope with unusual situations.
9. Maintain a working knowledge of computers and various software programs; able to navigate multiple PC screens. 
10. Demonstrate ability to meet deadlines, work accurately and productively and multi-task in a high volume member service environment.
11. Must be able to learn and become proficient with Video Banking platform and processes including but not limited to video, audio, live chat, co-browsing, screen-sharing, document exchange and signing, etc. 

Certifications, licenses required once in the job: State and Federal registration to comply with the SAFE Act, Notary Public, and NMLS.

Physical, Mental or Visual Demands:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Working Conditions:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.