Video Banker I/II

$1000 Signing Bonus effective 1/20/2025

Pay

Hiring Range: $20.25/hr – $25.31/hr

Schedule

• Monday 8:15am–5:15pm or 9:45am–6:15pm
• Tuesday–Thursday 8:15am–5:15pm
• Friday 8:15am–5:15pm or 8:45am–6:15pm
• Saturday 8:30am–1:30pm
• Rotating schedules on Monday, Friday, and Saturday

About the role

This on-site position is responsible for providing efficient and accurate processing of teller transactions using video technology and Interactive Teller Machines (ITM), in compliance with State and Federal regulations and Tower Federal Credit Union (TFCU) policies and procedures. The Video Banker professionally represents the credit union to members via ITM, projects a positive, knowledgeable image, and delivers exceptional service in a remote-working environment.

Responsibilities

• Provides engaging, member-centric service virtually via video and chat using ITM technology.
• Facilitates ITM processing by guiding members step-by-step through transactions.
• Processes customary teller transactions (cash withdrawals, check cashing, transfers, loan payments) with high accuracy using video technology.
• Educates members on ITM technology and assists them in completing transactions.
• Projects good customer relations and conveys a positive member service experience via ITM video.
• Pursues opportunities to establish and expand member relationships.
• Initiates conversations to uncover member needs and promotes TFCU products and services; refers members to appropriate team members when needed.
• Maintains up-to-date knowledge of all credit union products and services promoted by Tellers (e.g., Home Banking, Mobile Deposit, Direct Deposit).
• Attends training courses (classroom, online, ambassadorships) to continuously build knowledge of the financial industry and credit union products, policies, and procedures.
• Verifies member identity, account ownership, signature, and account details before processing transactions.
• Maintains thorough working knowledge of the credit union’s teller platform and related applications (e.g., Check Balance site, ITM management console).
• Uses resources from multiple platforms when processing transactions.
• Maintains awareness of security risks related to member identification and confidentiality.
• Attends required quarterly branch security training.
• Completes annual regulatory training (e.g., US Patriot Act, Bank Secrecy Act, Office of Foreign Asset Control) and handles Currency Transaction Referrals and Suspicious Activity Referrals.
• Guides members to appropriate staff for specific information and assistance.
• Performs related duties as assigned.

Requirements

• High school diploma or equivalent certificate.
• Minimum of one to three years’ experience in a credit union or related financial institution, or an equivalent combination of education and experience.
• Demonstrated successful customer service experience.

Skills

• Ability to effectively service members using video technology and create a personalized experience.
• Excellent verbal communication skills; ability to explain ITM operations clearly and succinctly.
• Strong customer service skills and a sincere desire to help members.
• Professional appearance and behavior; comfortable, friendly, and confident in the ITM video environment.
• Knowledge of personal computer programs and delivery channels such as online and mobile banking.
• Ability to provide one-on-one instruction to members in the ITM environment.
• Ability to troubleshoot routine computer and ITM malfunctions with guidance.
• Ability to sit for long periods of time.
• Ability to work in a fast-paced environment.
• Basic arithmetic skills (add, subtract, multiply, divide).
• Ability to reconcile and balance transaction records.
• Ability to read and interpret procedure manuals.
• Ability to follow detailed written and oral instructions.
• Problem-solving skills for situations with many variables.
• Ability to take and follow instructions.
• Ability to prioritize tasks and complete daily job assignments.
• Ability to work to deadlines and arrive at work routinely and promptly.
• Ability to respond to common inquiries and complaints.
• Ability to get along with colleagues and supervisors.
• Ability to manage and prioritize multiple tasks.
• Team player, flexible, and leads by example.

Working Conditions

• Ability to sit, stand, and walk for extended periods.
• Sufficient dexterity and vision to operate office equipment.
• Ability to lift up to 15 lbs. with or without assistance.
• Full-time, branch schedule; hours may extend beyond defined schedule when needed.

Benefits

All full-time positions include exceptionally low medical premiums in addition to a whole host of other benefits.