Virtual Teller

Position Summary

Provides outstanding member service and ensures the highest level of member satisfaction is achieved during every member encounter. Assist members with various financial transactions in a personable, professional, and courteous manner. Must be comfortable interacting with members on camera. Remain aware and abreast of credit union products and services.

VIDEO TELLER RESPONSIABILTIES

• Greet every member in a timely manner through the Interactive Teller Machine, meeting established goals for service.
• Represent the credit union to members in a courteous, professional manner.
• Provide prompt, efficient and accurate service in processing transactions.
• Process teller transactions including withdrawals, deposits, payments and other transactions based on member needs.
• Accurately balance transactions on multiple platforms daily while making the member interaction seamless.
• Consistently provide one touch resolution for member inquiries.
• Establish rapport and build relationships through a virtual environment.
• Provide in depth knowledge of credit union products, services, quality service standards, security procedures, and compliance regulations.
• Provide information and referrals to members seeking other services including, but not limited to, Enterprise, investments, mortgage and commercial services.
• Work collaboratively with the branch staff in the best interest of serving members effectively and efficiently.
• Maintain knowledge of and comply with Bank Secrecy Act as it relates to this position.
• Perform other duties and responsibilities as required or assigned.
  
  
  

Skills And Abilities

• Ability to read and comprehend information.
• Ability to portray professional image over video technology.
• Ability to count and deal with numbers and details effectively.
• Ability to effectively and efficiently communicate orally, in writing, and by phone.
• Ability to provide courteous and professional service to members and community partners.
• Ability to learn, apply, and communicate knowledge of credit union products, services, policies and procedures.
• Ability to analyze situations related to position in order to make sound decisions.
• Ability to adapt well to a fast-paced and changing environment.
• Ability to work well with a team or alone.
• Ability to learn, apply and communicate knowledge of teller department policies and procedures.
• Ability to input and retrieve data from computer.
• Ability to multi-task by operating multiple monitors and software systems simultaneously.
• Ability to use and learn office machines (i.e., copier, scanner, terminals).
• Exceptional interpersonal and communication skills.
• Excellent member service skills.
• Willingness and flexibility to work in shifts to accommodate the extended hours of operation.
  
  
  

Minimum Qualifications

• High School diploma or equivalent required; college degree or some college coursework preferred.
• Minimum of one year experience in a credit union or other financial institution preferred with a strong emphasis on sales and service.
• Must be flexible to work different shifts.
  
  
  

MAJOR ACCOUNTABILITIES

Must be reliable and punctual.

Deliver outstanding service to membership and colleagues consistently.

Process transactions accurately and efficiently.

Adhere to BSA and OFAC regulations.

Always adhere to member confidentiality rules.

Training Requirements

• Maintain knowledge of Microsoft Office Products (word, excel, and office).
• Use of desktop computers.
• Working knowledge of other core systems.
• Annual Compliance Training to ensure NCUA and BSA requirements are met.
  
  
  

Physical Requirements

• Perform primarily work on a computer or laptop for an average of eight (8) hours per day.
• Must be capable of climbing/descending stairs in emergency situations.
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator.