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 including but not limited to: Cashing checks, Issuing Official Checks and Money Orders, Receiving deposits, Completing payments, Processing cash withdrawals, Transferring funds between shares, Payoffs and paydowns of loans, Conducting account inquiries and research.
• 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.
• Provide approvals and overrides within established limits when assisting the team.
• 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.
• Avoid operational inefficiencies and make recommendations to Personal Teller Center Leadership.
• Resolve member service complaints both verbally and in writing.

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

• 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.

Skills

• Excellent communication skills, both verbal and written.
• 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.

Benefits

Financial Partners Credit Union offers competitive benefits packages, including health insurance, retirement plans, and paid time off.

Pay

The pay range for this position is listed above. Our pay ranges are designed to allow for candidates with various levels of experience and skill to be considered, and to allow room for growth to be achieved in a role over time.

Schedule

This role typically operates Monday through Friday, with flexible hours to accommodate the video banking schedule.