Personal Teller

About the role

The Personal Teller role involves direct interaction with credit union members through live video sessions, handling transactions, answering questions, and recommending financial products and services.

Responsibilities

• Provide high-quality service by accurately processing transactions through the Interactive Teller video platform.
• Accurately process transactions such as cashing checks, issuing official checks and money orders, receiving deposits, completing payments, transferring funds, paying off and paying down loans, conducting account inquiries, and researching.
• Communicate clearly and professionally with members during video sessions while promoting a positive image of Financial Partners Credit Union.
• Identify member needs and recommend appropriate products and services using benefit-based conversations.
• Validate member identity using Credit Union security procedures.
• Use sound judgment when accepting negotiable items to minimize risk of loss or exposure.
• Maintain a high level of member service and meet or exceed established productivity standards for video sessions.
• Balance teller transactions at the end of each work shift.
• Follow all applicable policies, procedures, and operational practices.
• Attend training programs offered by Learning & Development or approved by department management.
• Meet or exceed established sales, referral, and service goals.
• Maintain strong attendance and adhere to department scheduling guidelines.
• Assist Personal Teller Team Leads with the day-to-day operation of the Personal Teller Center.
• Participate in routine reviews of teller sessions using observation tools to maintain a professional and positive member experience.
• Review daily operational reports related to approvals, dormancy, and overrides.
• Handle escalated member issues when needed, including fee reversals, check hold decisions, and member concerns.
• Resolve member service complaints both verbally and in writing.
• Identify operational inefficiencies and make recommendations to Personal Teller Center Leadership.

Requirements

Associate’s degree (A.A.) from a two-year college or technical school; one to two years of related experience and/or training; or an equivalent combination of education and experience. Prior retail service, teller, and/or call center experience. Ability to handle a high volume of transactions in a fast-paced video banking environment. Comfortable, professional, and friendly on camera. Demonstrated ability to analyze, reason, problem solve, and prioritize work independently. Ability to communicate complex financial information clearly to members with varying levels of financial knowledge. Ability to learn and use multiple software applications simultaneously, including Microsoft Office, video banking systems, and credit union processing systems. Ability to multi-task while operating multiple monitors and systems. Previous banking or credit union experience required. Strong commitment to service and providing an exceptional member experience in every interaction.

Qualifications

None specified.

Skills

Strong communication skills, ability to handle high-volume transactions, proficiency in video banking systems, and excellent customer service skills.

Benefits

Not specified.

Pay

The pay range for this position is listed above. Generally, new hire salary offers fall within the minimum to midpoint of a pay range for many candidates.

Schedule

Not specified.