Video Teller - Late Shift (10AM - 7PM)

Position Description 

Department: Retail Services

Reports to: Branch Manager – Digital Branch / Assistant Branch Manager – Digital Branch / Video Teller Lead

Skill Levels: Entry Level

Position Purpose 

The primary purpose of this position is to assist Associated Credit Union in living out its Mission: To offer members financial products that fulfill their needs, service that exceeds their expectations, and relationships that inspire their trust.

As a Video Teller, you will be a part of providing our members with a unique banking experience. You will be responsible for interacting and servicing our members through our high-tech Interactive Teller Machines (ITMs). ITMs are kind of like an ATM, but way cooler.

Essential Functions & Core Duties 

Create Raving Fans

• Promotes, represents, and welcomes existing and prospective members, team members, and service providers to the credit union in a professional, inviting manner.
• Ensures that an exceptional member experience atmosphere is consistent and delivered to all members.
• Uses each member interaction and observations to strengthen and enhance the member experience through proactive quality conversations and relationship building efforts.
• Exudes a positive working environment with a can-do attitude which fosters our Mission, Vision, Values, and Service Standards.
• Proactively seeks solutions to member service and efficiency issues.

Maintain Operational Soundness & Efficiency

• Processes various transactions like deposits, withdrawals, loan payments, and other transactions via ITM.
• Accurate balances transactions on multiple platforms daily while making the member interaction seamless.
• Completes member requests and transactions with accuracy. Consistently provide one touch resolution for member inquiries and account maintenance activities.
• Establishes rapport and builds relationships through a virtual environment.
• Utilizes the check alert software to determine check holds and appropriately placing check holds when applicable.
• Understands and implements credit union operating policies/procedures. Responsible for seeking management approval for any exception to set policies/procedures.
• Works collaboratively with branch associates in the best interest of service members effectively and efficiently.
• Proactively educates members about ACU’s products and services, while encouraging and advocating the use of ACU’s digital banking technology.
• Clearly communicates the proper use of the Video Teller while promoting the benefits of technology and ensuring a positive experience.
• Manages the traffic flow of members with sense of urgency.
• Maximizes technological efficiencies within area of responsibility. 
• Works various basic reports, correspondence, and mail requests ensuring accuracy, as needed.
• Participates in testing of upgrades and new equipment, as needed.

Other Duties & Responsibilities 

• Maintains current knowledge of industry trends, opportunities, channels, products, and services. Must develop a strong understanding of business processes and workflows for the business unit(s), as well as, understanding the underlying technologies supporting business functions.
• Comply with all regulations when performing all job requirements and stay abreast of updates/requirements of any other compliance or regulatory activities through completion of training courses assigned annually by the Training and Development Department.
• Participates in the Retail Services Continuing Education Program. 

Qualifications 

Education: A high school diploma or equivalent is required. An Associate’s Degree from an accredited college is desirable.

Experience: Six month to one-year of prior banking or relevant customer service experience is preferred. Must be proficient with the Microsoft Office Suite (Word, Excel, and Outlook) or similar software programs. Knowledge of Jack Henry’s Symitar – Episys or NCR ITM software is a plus. Bi-lingual is desirable.

Core Competencies: 

• Member Focused: proficient in anticipating member needs and taking the initiative to drive solutions in effective value-added ways. 
• Self-Motivated: strong work ethic along with an enthusiastic and passionate approach to one’s work with minimal supervision. Ability to self-manage timelines and deliverables.
• Operational Soundness: thorough in-depth knowledge of Credit Union products and services and familiarity with Retail Services functions, policies, and procedures.
• Communication/Interpersonal Skills: clearly understand what the Branch Manager wants, and then articulate that to other retail team members. Clearly explain points of view to members when unusual or complicated issues arise. Maintain good business writing skills and active listening.
• Teaming: ability to work well with your retail team and other business units to achieve a shared goal or outcome in an effective way.
• Time Management: effectively prioritizes tasks to use time efficiently and attend to a broad range of activities. Ability to manage work efficiently and effectively and manage shifting priorities and carry-on through task completion.
• Attentiveness to Detail: demonstrates keenness while exploring the issue or topic at hand as well as issues surrounding it and reasons behind it. Takes thoroughness to a new level and energizes other colleagues to work carefully.
• Problem Solving: identify problems in a timely manner, research and develop alternative solutions, and resolve problems in early stages. Must be capable of breaking problems into component parts and addressing each individual issue in order to develop an appropriate thorough solution.
• Empathetic: possess a congenial attitude by being personable and tactful. Ability to relate well with others.
• Organizational: ability to stay focused on different tasks, and use your time, energy, strength, and mental capacity effectively and efficiently in order to achieve the desired outcome.
• Accountability: ability to hold self and others accountable for achievement of key results and to persevere through challenges, setbacks, or difficulties.

General Operational Requirements:

• Work is performed largely in a pleasant office environment.
• Ability to work a flexible work schedule including mornings, evenings, and weekends.
• Combined sitting, standing, and moving throughout the workday to accomplish tasks or engage the membership and team. 
• Must be able to bend, turn, twist, lift, and move up to 30lbs of office supplies occasionally.

Performance Metrics 

• Member Experience 
  • Courteous and professional service to members within a virtual environment.
  • Driving member loyalty and ensuring members needs are met. (i.e. NPS Score, Member Effort Score, etc.)
  • Member referrals and engaging new and existing members. (i.e. Referral requests; Products Per Member; etc.)
  • Communicating knowledge of credit union products, services, policies, and procedures.
• Branch Optimization 
  • Branch services are efficiently and effectively delivered in accordance with established Credit Union policies and standards. (i.e. Average Number of Teller Sessions; Wait Time; Video Teller Transaction Cycle Time; Missed Calls; etc.)
  • Monitors and reports usage levels of ITMs. Required reports and records are accurate and timely.
  • Responds to any audit findings. (i.e. Internal Audit findings, operational discrepancies, etc.)
• Continuing Education Program 
• Staff readiness for increased responsibilities.

This job description is not intended to provide an all-inclusive listing of related job activities. Management may request the incumbent to perform other related activities in place of or in addition to those representative activities noted in this job description.