Credit Union ONE is hiring: Video Teller in Ferndale

FERNDALE
400 EAST NINE MILE RD
FERNDALE, MI 48220, USA

Enhances the member’s experience by providing accurate, professional, and consistent service to all members with a focus on remarkable service, member satisfaction and retention. Knowledgeable across all retail products and services presenting the opportunity to identify additional member needs and referral opportunities. Exhibits a high comfort level and proficiency with technology devices and services and can effectively communicate with members through video channels in a professional yet engaging manner.

This position handles a variety of financial transactions including check cashing, withdrawals, deposits, and loan payments. Identifies, troubleshoots, and resolves member service issues. Also backs-up the Contact Center and answers in-bound calls as directed by their manager.

Responsibilities

• Financial Transactions – Process all financial transactions and service accounts – this includes, but is not limited to deposits, withdrawals, loan payments, new accounts, problem resolution, order debit card replacements, and other electronic services.
• Interactive Electronic Communication Service - Monitor and professionally handle all interactive member transactions.
• Online account opening - Process new online account applications. Review accounts and if needed refer to branch to finish account opening process, close out applications due to suspected fraud and fund approved accounts. Communicate with members about the status of their applications.
• Contact center back-up - Answer in-bound calls as needed based on call volume. Expected to answer in-bound calls four hours a week at a minimum.
• Respond to member emails - Video tellers monitor incoming emails and respond to member questions, concerns throughout their shift when they are not processing a transaction for a member.
• Electronic Services – Educate members on various convenience options including online/mobile/ATM/shared branching services and sign up members to use these services.
• Technology Knowledge – Demonstrates strong familiarity with all of Credit Union ONE’s technological offerings and the ability to educate and drive awareness of these channels to members.
• Product Knowledge – Maintains a high level of product and service knowledge including all benefits and features as well as all operational/systems issues related to offering, selling, and booking or engaging in transactions for such products and services. Fully engaged and strong awareness of any product promotions or other special offers or other communication that may go to membership.
• Cross Sales/Referrals - Identify opportunities for the expansion of the product and service relationship with members and offer additional appropriate credit union products/services including convenient options that may fit their needs. This includes additional account relationships as well as other products and services. Refer the member to the appropriate staff who provide that product or service.
• Results Orientation - Is keenly aware of personal, team, departmental and organizational-wide goals. Able to prioritize work according to branch function/need/demand. Demonstrates the ability to consistently exceed member services expectations while multi-tasking various work functions.
• Learning Orientation - Actively participates in and completes all ongoing required loan and sales training. Willingly adapts to changes in work environment.

Minimum Requirements

• High School Diploma or General Education Degree (GED).
• Minimum of one year of work-related experience. Work related experience should consist of a background in financial services, retail, or general sales. Educational experience, through in-house training sessions, formal school or financial industry related curriculum, should be applicable to the financial, retail, or sales industries.
• Possesses above average technology skills with experience in Apple and Android products; able to assist members with tablets, mobile devices, interactive/virtual equipment, online banking, and web-based products.
• Exhibits a passion and commitment to great member service by consistently delivering the service process to every member of Credit Union ONE.
• Projects a professional image with a strict adherence to the Credit Union ONE Professional Appearance Guidelines.
• Exceptional verbal, written and interpersonal communication skills with the ability to apply common sense to carry out instructions, read, analyze and interpret documents, understand procedures, write correspondence and speak clearly to members and employees.
• Exceptional oral communication skills with the ability to perform onsite demonstrations of convenient related devices.
• Ability to deal with complex problems involving multiple facets and variables in non-standardized situations.
• Ability to work with no supervision while performing duties.

Hybrid position

Credit Union ONE offers a competitive benefit package for Full and Part time employees including medical, dental, and vision insurance. We also offer advancement opportunities, paid holidays, tuition assistance, student loan repayment assistance, 401k, life insurance, and paid time off. Our company adheres to all guidelines from government agencies, including the EEOC and respects religious or ADA exemptions/accommodations.