Video Banker I/II

Tower Federal Credit Union; Laurel (MD); Hybrid; USD 2,790,000 - 3,487,000; Full time

Job summary

Tower Federal Credit Union is seeking a Video Banker to process teller transactions via Interactive Teller Machines (ITMs) in a compliant, member‑focused manner.

The role emphasizes delivering exceptional service through video technology while educating members about ITMs and related products, all in a fast-paced on-site environment at Tower facilities.

Qualifications

• High school diploma or equivalent required.
• 1–3 years experience in a credit union or financial institution preferred.
• Demonstrated successful customer service experience.
• Equivalent combination of education and experience accepted.

Responsibilities

• Provide engaging member-centric service virtually via video and chat using ITM.
• Guide members through ITM processes with step-by-step instructions.
• Process teller transactions using ITM with high accuracy.
• Educate members on ITM technology and its usage.
• Promote and refer ТFCU products and services when appropriate.
• Maintain knowledge of credit union products and services promoted by tellers.
• Attend training to stay updated on policies and procedures.
• Ensure security and confidentiality in all transactions.
• Handle routine inquiries, balance checks, and transfers as needed.

Skills

Customer service

Video banking

ITM operations

Cash handling

ITM management console

Online banking

Education

High school diploma or equivalent

Tools

ITM management console

Check Balance site

Job description

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

Hours: 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 Mon/Fri/Saturday.

Hiring Range - $20.25 /hr - $25.31 /hr

THIS IS AN ON-SITE ROLE AT TOWER

Please complete the link in a separate window for the assessment: -Video Banker

SUMMARY OF POSITION:
This position is responsible for providing efficient and accurate processing of teller transactions using video technology, 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 using the ITM, projects a positive knowledgeable image to members and delivers exceptional service while doing so in a remote working environment.

PRINCIPAL ACCOUNTABILITIES AND FUNCTIONS:

1. Provides engaging member-centric service to members virtually via video and chat functionality using the ITM technology.
2. Facilitates ITM processing for members by providing step-by-step guidance through the ITM process.
3. Processes customary teller transactions with the ITM using video technology to assist members with a high degree of accuracy.
4. Educates and assists members about how to use the new technology of ITMs to complete their transactions.
5. Projects good customer relations while conveying a positive member service experience using ITM video technology.
6. Pursues opportunities to establish new relationships and to expand existing member relationships.
7. Initiates conversations to uncover member’s needs and promote TFCU products and services, and effectively refer members to appropriate team members when needed.
8. Maintains, and is able to present, an up-to-date and comprehensive knowledge on all credit union products and services that are promoted by Tellers (e.g., Home Banking, Mobile Deposit, Direct Deposit).
9. Attends training courses (classroom, online, ambassadorships) to continuously build knowledge of the financial industry and learn more about the credit union’s products, policies and procedures.
10. Processes transactions (cash withdrawals, check cashing, and transfers) after identifying the member or non-member; verifies account ownership, signature and account details.
11. Verifies and processes loan payments, transfers and other monetary and non-monetary transactions (e.g., official checks,, ).
12. Maintains a thorough working knowledge of the credit union’s teller platform and the various applications (e.g., Check Balance site, ITM management console etc.) and is able to use resources from multiple platforms when processing transactions.
13. Maintains an awareness of security risks in the areas of member identification and confidentiality. Attends required branch quarterly security training.
14. Completes annual regulatory training such as US Patriot Act, Bank Secrecy Act and Office of Foreign Asset Control training, and is subsequently able to complete Currency Transaction Referrals and Suspicious Activity Referrals.
15. Guides members to the appropriate staff for specific information and assistance.
16. Perform related duties as assigned.

REQUIRED QUALIFICATIONS:

• Possession of a high school diploma or equivalent certificate.
• Minimum of one to three years’ experience in a credit union or related financial institution.
• Demonstrated successful customer service experience.
• Or, an equivalent combination of education and experience.
• Refer to career path for level 1 to level 2 progression.

COMPETENCIES:

• Ability to effectively service members using video technology and create a personalized experience
• Ability to effectively communicate verbally, and to explain ITM operations clearly and succinctly.
• Excellent customer service skills and a sincere desire to help members.
• Ability to maintain a professional appearance and behavior, and is comfortable, friendly and confident in the ITM video environment.
• Knowledge of various personal computer programs and various delivery channels such as online banking and mobile banking.
• Ability to provide explanation and instruction in one-on-one situations with members in the ITM environment.
• Ability to troubleshoot, with guidance, routine computer and ITM malfunctions.
• Ability to sit for long periods of time.
• Ability to work in a fast paced environment.
• Ability to add, subtract, multiply and divide.
• Ability to reconcile and balance transaction records.
• Ability to read and interpret procedure manuals.
• Ability to follow detailed written and oral instructions.
• Ability to solve problems with many variables in a variety of situations.
• Ability to take and follow instructions.
• Ability to prioritize tasks and complete daily job assignments
• Ability to work to deadlines.
• Ability to arrive at work routinely and promptly.
• Ability to respond to common inquiries and complaints.
• Ability to get along with colleagues and supervisors.
• Must be able to manage and prioritize multiple tasks.
• Must be a team player, flexible, and lead by example.

WORKING CONDITIONS:

• Ability to sit, stand and walk for extended periods and demonstrate sufficient dexterity and vision to operate a variety of office equipment.
• Ability to lift up to 15 lbs. with or without assistance.
• Ability to work the hours needed which may extend beyond the defined work schedule when operating conditions dictate Full Time, Branch Schedule and /or flexible as required by Branch Administration.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.