Video Banking Lead

Location: Main Branch (Nashville, TN)

Job Type: Full-Time (On-Site)

Schedule: Monday - Thursday, 8:00 AM - 5:00PM & Friday, 8:00 AM - 6:00PM

Compensation: $25/hourly

Join Our Dynamic Operations Team In Nashville, TN

Are you a leader who thrives on innovating the member experience? Join our dynamic team as a Video Banking Lead, where you will be on the front lines of member engagement and providing exceptional service through innovative video channels. This role is responsible for managing video banking services and requires a professional demeanor, a commitment to first-call resolution, and an initiative-taking approach to helping members succeed financially.

At TENCU, we believe in building a team that is guided by our core values of Member-Centric, Integrity, and Innovation. While we take our work seriously, we don't take ourselves too seriously. We're a team of innovators driven by creativity, collaboration and, above all, the joy we find in what we do.

What You'll Do: With a dedication to a member centric approach

• Promptly deliver exceptional service and professionally handle incoming video interactions, aiming for first-call resolution on all member requests.
• Assist members with a wide range of requests, including balance inquiries, transfers, payments, mobile/remote banking assistance, debit/credit card support, suspected fraud issues, and loan product inquiries.
• Manage communication channels and professionally reply to member requests via secured email, online messaging, and other correspondence platforms.
  
  

Who You Are

• Promote credit union products: Effectively cross-sell relevant products and services, actively working toward assigned incentive goals.
• Process account actions: Manage account maintenance, conduct research, process account closures, handle Skip-A-Pay requests, and manage reversal/refund requests.
• Review new accounts: Review and process documentation for new memberships, account maintenance, and relevant sub-accounts, including approvals and adverse actions.
• Provide escalation support: Assist with escalated member calls from other video banking representatives.
• Offer operational assistance: Support the department with override approvals, assign Kasasa leads, and assist management with supporting the broader video banking staff.
• Team coverage: Provide support to the general call center during peak times as required.
  
  

Benefits

We are proud to offer a comprehensive benefits package with competitive pay, employer-paid medical, dental, and vision insurance, a 401(k) Defined Contribution Plan with a generous 7% match, and eleven (11) paid holidays.

What We're Looking For

• High school diploma or equivalent required.
• Two years of related experience required, in a call center or branch setting preferred.
• Experience working in a financial institution is preferred.
• Thorough knowledge of Credit Union products and services.
• Above-average verbal and written communication skills in English; communication skills in other languages are a plus.
• Ability to assist members professionally and efficiently, with the flexibility to adapt to frequent changes in a fast-paced environment.
• Comfortable navigating multiple computer systems and platforms simultaneously.
• Regular and reliable attendance is essential for this role.
• Ability to work in a non-smoking environment.
  
  

Physical Requirements

• Ability to sit for long periods of time.
• Ability to use a computer for long periods of time.
• Ability to lift up to 25 pounds.
  
  

Join a credit union that is dedicated to its people and its purpose.

To be hired for this position the candidate must pass a drug screen and background check

TENCU is an Equal Opportunity Employer.

• This job opportunity is only open to local candidates in Tennessee*
  
  

No recruiters please

Job Posted by ApplicantPro