VIDEO SERVICE REPRESENTATIVE

About The Position

Are you passionate about providing exceptional member service and helping people find the right financial solutions? 7 17 Credit Union is looking for a Video Banking Member Service Representative to join our team and provide personalized, one-on-one service to members through our video banking and live chat technology. In this role, you will serve as a trusted first point of contact for members who may be visiting one of our branches, interacting with us remotely, or transitioning from a digital experience to a personal video conversation. You will assist with account services, consumer loans, electronic services, and other member needs while creating a welcoming, professional, and personalized experience. The ideal candidate is someone who enjoys technology, communicates confidently through video, has strong attention to detail, and genuinely wants to help people. We believe in helping first and selling second, while identifying opportunities to connect members with products and services that can improve their financial lives.

What You'll Do

• Greet, welcome, and assist members and prospective members through our video banking platform in a prompt, enthusiastic, professional, friendly, and respectful manner.
• Serve as a single point of contact for members needing assistance at other branches or remote locations.
• Educate and guide members on how to use video banking and other digital services while creating a positive member experience.
• Assist members with scheduled video banking appointments and unscheduled inquiries.
• Use needs-assessment skills to understand member needs and recommend appropriate 7 17 Credit Union products and services.
• Assist members with video check deposits and other routine account servicing needs.
• Issue and assist with qualification for debit cards.
• Assist members with remote delivery services, including setup, demonstrations, troubleshooting, and reporting service issues.
• Assist with direct deposit, payroll transfers, and ACH transactions.
• Assist members with lost or stolen debit/credit cards, card fraud, and other fraud-related concerns.
• Order checks and assist with other routine account maintenance requests.
• Open and close the computer terminal and maintain accountability for assigned drawer numbers and daily balancing.
• Maintain strong knowledge of Credit Union products, services, technology, and resources.
• Open, maintain, change ownership of, and close a variety of consumer deposit accounts, including: New Membership Accounts, Checking Accounts, Club Accounts, Certificates of Deposit (including IRA CDs), Money Market Accounts, Powers of Attorney, Custodial, Representative Payee, and Guardianship Accounts, Health Savings Accounts, Traditional and Roth IRAs, and Deceased Memberships.
• Assist members with consumer loan applications and related processing, including: Visa Credit Cards, Unsecured Personal Loans, Share-Secured Loans, Auto, motorcycle, boat, RV, and other title-secured loans, and Home Equity Loans and Lines of Credit.
• Gather information and documentation needed for loan underwriting and credit decisions.
• Prepare consumer loan closing documents, conduct loan closings, process loan disbursements, and complete post-closing follow-up.
• Communicate with members regarding loan application status, underwriting conditions, approvals, denials, and required documentation.
• Assist members with questions, concerns, complaints, research, and problem resolution, escalating issues to the appropriate department when necessary.
• Maintain strict confidentiality of member information and Credit Union business.
• Remain compliant with all Credit Union policies, procedures, regulations, and applicable requirements.
• Meet or exceed established relationship-building, referral, and production goals, including opportunities involving deposits, loans, checking accounts, payment protection, retirement and investment services, electronic services, and other Credit Union products.
• Maintain proficiency with the Credit Union's core processing system, video banking platform, remote delivery services, and other technology required to perform the position.
• Demonstrate 7 17 Credit Union's core values of mutual respect, honesty, trust, integrity, empathy, partnership, and teamwork in every member interaction.

What We're Looking For

• Excellent communication and interpersonal skills.
• Strong customer or member service skills with a genuine desire to help others.
• Comfortable communicating with members through video and digital technology.
• Strong attention to detail and accuracy.
• Ability to maintain confidentiality and protect sensitive member information.
• Ability to learn and explain financial products, services, and technology.
• Strong problem-solving and follow-up skills.
• Ability to work independently while also contributing to a team environment.
• Professional appearance and communication style.
• Ability to effectively manage multiple member needs while maintaining a high level of service.
• Previous banking, credit union, financial services, or customer service experience is preferred.

Qualifications & Requirements

Education: High school diploma or equivalent required. Additional education in business, finance, banking, or a related field is a plus.

Experience: Minimum of 9 months of experience as a 7 17 Teleservices Loan Specialist, Consumer Loan Processor, Personal Service Representative I, or similar position at another financial institution, such as a credit union or bank. Candidates who have served as a Video Service Representative within the most recent 18 months may also be considered. Previous experience with consumer lending, deposit products, digital banking, or video banking is highly valued.

Knowledge, Skills & Abilities:

• Strong customer service mindset with patience, empathy, enthusiasm, compassion, creativity, and a genuine willingness to help.
• Strong listening, comprehension, communication, and interpersonal skills.
• Ability to work effectively as part of a team while also taking initiative and working independently.
• Professional demeanor, confidence, good judgment, and appropriate business appearance.
• Strong problem-solving, decision-making, organization, and time-management skills.
• Excellent attention to detail and accuracy.
• Strong mathematical and analytical skills.
• Ability to manage multiple priorities and meet deadlines in a high-volume member service environment.
• Ability to navigate multiple computer screens and systems while assisting members.
• Working knowledge of computers, software applications, and digital banking technology.
• Ability to learn and become proficient in video banking technology, including: Video and audio communication, Live chat, Co-browsing, Screen sharing, Document exchange, Electronic document signing, and other video banking tools and processes.
• Ability to maintain comprehensive knowledge of Credit Union products, services, policies, and procedures.
• Ability to understand how member requests may affect individual accounts and appropriately handle unusual or complex situations.
• Ability to maintain confidentiality and protect sensitive member and Credit Union information.

Certifications & Registrations: The following may be required based on the duties assigned to the position and applicable regulatory requirements: NMLS registration, SAFE Act registration, Notary Public commission.

Physical Requirements

This position requires the ability to perform the essential functions of the job with or without reasonable accommodation. The employee may be required to sit, stand, walk, use hands and fingers to operate equipment and controls, reach with hands and arms, talk and hear, and occasionally perform other movements necessary to complete job responsibilities. The position regularly requires lifting and handling items weighing approximately 1–10 pounds. Specific visual requirements may include the ability to see at close and distant ranges, distinguish colors, maintain peripheral vision, perceive depth, and adjust and focus.

Work Environment

The employee primarily works in a professional, technology-focused member service environment. The position may occasionally involve exposure to moving mechanical parts, outdoor conditions, wet or humid conditions, fumes, or airborne particles depending on the assigned work location. The noise level of the work environment may vary but is generally moderate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.