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Summary

Job Summary

The Video Teller provides support and service to new and existing Credit Union members using ITM digital video interactions. Provides a prompt and professional member experience while focusing on building and enhancing member relationships to foster financial peace of mind.

Schedule: M-F from preferred shift time (8-5, 8:30-5:30, 9-6) and rotating Saturdays from 8am-4pm

Duties & Responsibilities

Duties and Responsibilities

• Determine member needs and educate them on appropriate beneficial products and services.
• Follow verification procedures to protect member data, accounts, and personal information to ensure accuracy and security.
• Provide quality service that exceeds members' expectations by utilizing available resources to determine quick resolution and implementing creative problem-solving expertise.
• Partner with internal and external departments to help resolve member inquiries and issues to drive optimum resolutions.
• Collaborate with internal departments to ensure the workflow or process is providing the best service to the members.
• Identify inconsistencies in account activity and take action to prevent potential fraud.
• Adhere to check hold processes and procedures.
• Process cash, check, and transfer transactions for member accounts accurately.
• Adhere to Video Teller scorecard requirements by meeting minimum performance goals.
• Advocate, promote, and create honest and open communication throughout the credit union.
• Demonstrate behaviors that are consistent with the credit union’s values, philosophies, and leadership characteristics.
• With proven performance and expertise in the role, will have the opportunity to become a peer mentor taking on additional responsibilities of assisting with onboarding, training, and coaching new team members; as well as engaging in more complex member requests as needed.

Requirements

Education and Experience Requirements:

• High School diploma or equivalent.
• One (1) year of experience in a financial institution or customer service position.

Required Knowledge, Skills and Abilities:

• Ability to multi-task and adapt to change with systems, processes, and procedures.
• Knowledge of or willing to develop sales techniques.
• Knowledge of credit union services and products.
• Appropriately resolve conflicts and escalated issues.
• Ability to function and thrive in a production environment.
• Ability to work effectively individually and within a team environment.
• Ability to adhere to a daily schedule to meet the needs of our members.
• Ability to resolve interpersonal conflict and miscommunications.
• Knowledge of spreadsheet software and use word processing software.
• Ability to maintain a high level of confidentiality.
• Must be able to be bonded.

Preferred Knowledge, Skills, and Abilities:

• Associate or bachelor’s degree.
• Knowledge of credit union services and products.

Physical Requirements:

• In this position, individual will be expected to lift up to 20 pounds from time to time.
• Must be able to stoop, bend, reach, or stand for extended periods of time.
• Must be able to sit and use a computer for extended periods of time.