Live Video Teller I

Northwest Credit Union Association; United States; Remote; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated member service representative who excels in active listening and customer service. In this role, you will engage with members through multiple channels, ensuring they receive accurate information and support. Your problem-solving skills will be pivotal in addressing member needs and enhancing their experience. This position offers an opportunity to contribute to a culture of loyalty and service excellence, making a real difference in the lives of members. Join a team that values your contributions and fosters professional growth!

Qualifications

• Strong active listening skills to provide accurate information.
• Knowledge of credit union products and services.

Responsibilities

• Assist members through various channels with a friendly approach.
• Support eBranch and Remote Delivery Center in resolving member inquiries.

Skills

Active Listening

Problem Solving

Decision Making

Customer Service

Cross-Selling

Job description

Greets and assists members with active listening skills providing accurate information and service to members via phone, electronic services, and the Express Teller Machines. Demonstrates knowledge of the Credit Union’s Vision, Mission, Values, and Loyalty Culture, using the Service Promises to build loyal members through each individual member experience.

Essential Functions & Responsibilities:
50% Greets members either by email, chat, online banking case, Express Teller Machine, or any other remote channel in a friendly and professional manner using the five Service Promises to assist, resolve, and complete member request. Utilizes advanced problem solving and decision making skills. Includes but is not limited to deposits, withdrawals, transfers, loan payments, stop payments, card orders/replacements, statement/check copies, address changes, general maintenance and other operational tasks or assistance with other member needs as determined. Provides unsurpassed member/potential member service experience in all interactions.

30% Supports eBranch and Remote Delivery Center by working with members and other resources to find answers and resolutions. Takes ownership of situations within authority limits or refers to others within the Credit Union as needed.

15% Maintains knowledge of credit union products/services, identifies cross sell/referral opportunities and makes applicable suggestions. Participates in credit union promotions, Also maintains technical knowledge to successfully perform all duties.

5% Proactively performs other duties as needed or assigned.