Interactive Member Service Representative

Credit Union 1 is looking for a tech-savvy and member focused Interactive Member Service Representative (IMSR) to join our team! Our IMSR's delivers exceptional, accurate, and efficient member service through Interactive Teller Machines (ITMs) across Alaska using video and digital platforms. Serving as the primary point of contact in a virtual branch environment, this role performs a full range of teller transactions while creating a seamless and engaging member experience.

This position is a great fit for an individual who enjoys learning new technology and systems, values making connections, and works well independently in a fast-paced environment.

This position is located on the 2nd level of our DeBarr Branch (4020 DeBarr Rd.)

Pay Range:

Interactive MSR - $21.38 - $28.96

Senior Interactive MSR - $22.60 - $31.75

ESSENTIAL JOB FUNCTIONS:

Member Service & Transaction Processing

• Deliver prompt, accurate, and professional service through ITM video interactions.
• Ensure all transactions are completed with a high level of accuracy, efficiency, and attention to detail.
• Maintain a professional and engaging presence during all member interactions.
• Confidently address member concerns or hesitation related to virtual service channels.

Member Engagement & Relationship Building

• Build trust and rapport through personalized virtual interactions.
• Identify member needs and recommend appropriate products and services.
• Promote Credit Union 1 products, services, and digital solutions aligned with member goals.
• Follow up on member inquiries and opportunities to support a complete financial relationship.
• Communicate with member feedback, trends, and service opportunities to leadership.

Digital & Virtual Service Delivery

• Educate members on the use and benefits of ITMs and digital banking tools.
• Efficiently navigate multiple systems, video platforms, and transaction tools simultaneously while maintaining accuracy and efficiency.
• Troubleshoot basic technical or transaction issues in real time.

Problem Solving & Operational Efficiency

• Independently resolve routine and complex member inquiries using sound judgment.
• Research and address discrepancies, escalating when appropriate.
• Balance daily transactions and complete end-of-day procedures.
• Support a positive team environment and contribute to continuous improvement initiatives.

Compliance & Risk Management

• Perform all transactions in compliance with Credit Union 1 policies and regulatory requirements.
• Identify and escalate suspicious or irregular activity.
• Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign assets control laws and regulations (OFAC). Follow established security, audit, and operational procedures.

QUALIFICATIONS:

• High school diploma or equivalent required.
• Minimum one (1) year of customer service, teller, or financial institution experience preferred.
• Strong verbal and written communication skills; effective and confident communication is essential for virtual service delivery.
• Comfortable working on camera in a professional setting.
• Demonstrated ability to multitask and navigate systems efficiently.
• Strong problem-solving skills and ability to work independently.
• Basic technical proficiency, including typing (minimum 35 WPM) and standard office equipment use.
• Ability to adapt in a fast-paced, performance-driven environment.
• Commitment to delivering exceptional member service aligned with Credit Union 1’s mission and values.

COMPETENCIES:

• Technical Skills: Ability to confidently navigate multiple systems, video platforms, and transaction tools simultaneously while maintaining accuracy and efficiency.
• Problem Solving: Ability to identify member needs, resolve issues efficiently, and escalate when necessary
• Virtual Presence & Communication: Demonstrate professionalism, confidence, and engagement in a video-based environment. Communicate clearly and effectively, building trust and rapport without physical interaction.
• Member-Centric Mindset: Consistently prioritize the member’s experience by delivering personalized, solution-oriented service that builds long-term relationships and trust.
• Adaptability & Initiative: Quickly learn and apply new systems, procedures, and service techniques. Excel in a fast-paced, evolving digital environment.
• Attention to Detail & Accuracy: Maintain precision in transaction processing, documentation, and adherence to procedures.
• Sales & Service Awareness: Recognize opportunities to recommend products and services that align with member needs and organizational goals.
• Regulatory Compliance: Understand and adhere to BSA/AML, OFAC, and internal policies, ensuring all activities meet regulatory and risk standards.

BENEFITS AT CU1:

At Credit Union 1, we believe in life balance, which means supporting our employees both at work and when away. Eligible positions enjoy a comprehensive benefits package designed to promote overall wellbeing- financially, professionally and personally.

Health & Wellness

Credit Union 1 offers employees multiple medical plans to choose from, including PPOs and HSA-qualified plans, as well as dental, vision, and services to support overall mental and physical health.

Financial Security

Employees and their families are supported in life planning with employer-paid life insurance, disability coverage, and AD&D coverage. Voluntary plans are offered to cover critical illness, accidents, and hospital indemnity expenses. Employees participate in 401(k) retirement plan with company matching contributions and profit-sharing contributions.

Additional benefits support our employees' lifestyle and family, with generous paid time off, access to CU1's accredited early learning center in Anchorage, Alaska, employee loan and mortgage discounts, education assistance, volunteerism and community engagement opportunities within the communities we serve.

Only applicants who meet the minimum requirements for the position will be considered for an interview. This position is open until filled.

Please note: Credit Union 1 does not provide relocation assistance. If selected for an on-site position, candidates will be responsible for relocating to Alaska prior to the agreed upon start date at their own expense.

To be eligible for this position, applicants must be legally authorized to work in the United States without restriction. Credit Union 1 does not provide visa sponsorship.

Thank you for your interest in the opportunity with Credit Union 1!

Background Screening Statement: Candidates selected for a position at Credit Union 1 will be subject to a criminal background check prior to their employment. An offer of employment may be rejected or terminated based on receipt of an unacceptable background screening.

EEO Statement: Credit Union 1 provides equal employment opportunities to all employees and applicants for employment, prohibiting discrimination and harassment of any type without regard to race, color, religion, sex, age, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identify or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

E-Verify Statement: Credit Union 1 participates in E-Verify and will provide the federal government with your form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, Credit Union 1 is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before Credit Union 1 can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer an completed the Form I-9. For more information on E-Verify, or if you believe that Credit Union 1 has violated its E-Verify responsibilities, please contact DHS at 888-897-7781 or dhs.gov/e-verify.com