Position Summary

The Video Teller/Banker (titled “Video Services Representative/Loan Officer” at MSUFCU) are responsible for processing Interactive Teller Machine (ITM) transactions via video interaction efficiently and accurately to ensure providing exceptional customer service. To be successful in this position we ask that you work with sound judgment, professionalism, integrity, accuracy, and expediency in assisting our members. You will also seek opportunities to promote credit union products and services by identifying member needs and communicating opportunities that may most benefit them.

This position requires working a standard 40 hour week during Video Services hours of operations (Monday-Friday 8:00am-6:00pm), including rotating Saturdays (9:00am-3:00pm). Scheduled hours could change based on business need and future department growth.

Work Location

This position is an onsite role with a requirement to work all or the majority of the time at the Headquarters 2 Building in East Lansing, MI.

What we do:

• Process all Interactive Teller Machine (ITM) transactions via video interaction efficiently and accurately while providing exceptional customer service

• Help educate customers on how to use the ITM and provide technical support as needed
• Assist members with a friendly, professional manner and support the Credit Union’s mission statement

• Follow established procedures to verify members' identities properly
• Demonstrate adaptability and positivity when faced with complex situations
• Analyze, research, and resolve member’s concerns and discrepancies
• Utilize knowledge, judgment, and Credit Union procedures to protect members and the Credit Union from loss
• Participate in Credit Union initiatives and promotions and achieve assigned goals
• Provide exceptional customer service while listening for cross-sell opportunities, explain and promote Credit Union products and services to members, complete referrals, and strive to meet individual goals via Video software
• Apply sales skills such as; effective listening, identifying needs, expanding and deepening member relationships, responding to verbal and non-verbal cues
• Present solutions through product benefits, establishing methods for follow-up

Knowledge, Skills, and Abilities You Can Bring:

• High school diploma or equivalent required
• Effective communication skills
• Interpersonal skills
• Analytical skills and the ability to work independently
• Typing skills with emphasis on accuracy
• Math and general clerical aptitude
• Sales skills
• Ability to multitask and prioritize
• Attention to detail
• Possess knowledge of Credit Union systems, products, services, and procedures
• Reliability and dependability
• Conflict resolution skills

Career Path/Growth Opportunities for Video Services Representative:

New responsibilities include, but are not limited to:

• Video Services Representative II –
  • Processes consumer loans, IRAs, and specialty accounts with support from others
  • Responsible for processing new account applications independently
• Video Services Loan Officer I –
  • Approves, processes, and disburses consumer loans, new accounts, IRAs, and specialty accounts independently while offering additional products and services
  • Takes ownership of complex transactions with confidence, knowledge, and creativity
• Video Services Loan Officer II –
  • Assists members and coworkers with greater depth of knowledge of products, services, and procedures, becoming a resource in Video Services
  • Assumes risk and utilize lending limits commensurate with the level while assisting others in the decision-making of Consumer Loans
  • Processes, reviews, and closes home equity loans with support from others
• Video Services Loan Officer III –
  • Assists with the training of others
  • Leads and actively supports others through training, promotions, decision-making, and risk assessment
  • Identifies opportunities and make suggestions for process improvements
• Senior Video Services Loan Officer –

• Shares advanced knowledge of consumer loans, new accounts, home equity loans, and specialty accounts independently while actively mentoring others.
• Participates in training activities within Video Services and the Learning and Development department; such training helps ensure staff compliance with Credit Union policies and state and federal regulations and laws.
• Takes initiative to recognize and take action on complex situations

Physical Demands and Work Environment

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, including many hours of computer and phone usage
• Occasionally needs to move about inside of office area
• Exposure to a potentially hazardous condition, i.e., robbery. Receives detailed instructions/procedures to maintain and minimize the exposure
• This position requires onsite presence at the employee’s assigned location for all scheduled shifts.

Education

• High School or better

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)