Virtual Teller I

JOB TITLE: Virtual Teller REPORTS TO: Virtual Experience Supervisor SUPERVISES: None EXEMPTION STATUS: Non-Exempt PRIMARY FUNCTION: Provide exceptional experiences to our members by assisting with their financial needs and accurately processing account transactions virtually, on-camera, through the Credit Union’s ITM (Interactive Teller Machine). Starting Hourly Rate: $20.00 ESSENTIAL FUNCTIONS: Process all member transactions including deposits, withdrawals, loan advances and loan payments accurately. Exercise good judgment and problem-solving skills to resolve issues and make on the spot decisions including exceptions, adjustments and overrides. Support members in overcoming concerns with new technology and promote benefits to ensure a positive experience and increase adoption rate. Actively participate and complete all required training that enhances one’s ability to perform their job. Abide by state and federal banking regulations. Attend training sessions and complete compliance training on an annual basis. Follow credit union Member Privacy Policy and member identification procedures. OTHER DUTIES/RESPONSIBILITIES: Must maintain a high level of professionalism, positivity, and friendliness on camera to deliver an exceptional experience for each member. Ability to speak clearly, tactfully, effectively and with diplomacy to members, volunteers and employees at all levels of the organization (systems, documents, procedures, etc). Ability to accurately communicate via email, throughout systems, documents, and in person communication. Must be comfortable and maintain professionalism on camera with members. Maintain professional composure during all video transactions. Engage in behavior that aligns with the credit union’s cultural beliefs. Gain and retain a high-level knowledge of all TFCU products, policies and procedures. Maintain a professional businesslike appearance in accordance with TFCU Dress and Personal Appearance Policy. Adhere to TFCU’s attendance and punctuality policy. KNOWLEDGE, SKILLS AND ABILIITIES: Education: High school diploma or its equivalent required. Experience: Five (5) years work experience required, preferably in customer service. Three (3) years cash handling experience preferred. Level Minimum Years of Customer Service-related Experience Education/Training/Functions 1 3 Beginning level of training with MS Office. Basic general computer skills (ie: using email, navigate the internet, search functions). Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 90 days of employment for external, prior to level 2 for internal) 2 5 In addition to Level 1 Education/Training/Functions: Intermediate computer skills (ie: tables and graphics). Assists teammates with troubleshooting such as machine issues, submitting work tickets and balancing outages. Acts as back up for cash ordering and vendor contact. Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 120 days of employment for external, prior to level 3 for internal) 3 7 In addition to Level 2 Education/Training/Functions: Advanced computer skills training (ie: troubleshooting and technology). Serves as contact for escalated member calls, handles advanced supervisory functions (ie: cash ordering, scheduling). Provides leadership and coaching. At least 1 year experience in a leadership capacity or identified as candidate for Prospective Leaders Program. Complete BVS courses (number and scope to TBD by Member Experience Senior Leadership). Trainer 7 Advanced level of training with MS Office. Advanced computer skills training (ie: troubleshooting and technology). Ability to deliver training and feedback via technology and in person. At least 1 year experience in Virtual Teller position preferred. Availability: Monday through Saturday, as scheduled. Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation. Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk. Bending is also sometimes required to reach low cabinets and drawers. Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union. Lifting: The ability to occasionally lift up to 25 lbs. is required for this position. Specific vision abilities required by this job include close vision, distance vision, and ability to adjust focus; ability to work in low light, bright light to accommodate the camera. Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an "employment at will employer."