Interactive MSR

CU1 Careers•Anchorage, AK

9d•Onsite

About The Position

Credit Union 1 is seeking a tech-savvy, member-focused Interactive Member Service Representative (IMSR) to provide exceptional, accurate, and efficient service through Interactive Teller Machines (ITMs) across Alaska using video and digital platforms. As the primary point of contact in a virtual branch environment, the IMSR performs a full range of teller transactions and creates a seamless, engaging member experience. The role is suited to someone who enjoys learning technology and systems, values building connections, and works independently in a fast-paced environment. The position is located on the second level of the DeBarr Branch at 4020 DeBarr Road. Pay ranges are $21.38–$28.96 for Interactive MSR and $22.60–$31.75 for Senior Interactive MSR. The IMSR delivers professional service through video interactions, processes transactions accurately, builds member relationships, identifies needs, and recommends relevant products and services. The role also involves educating members about ITMs and digital banking, navigating multiple systems and platforms, troubleshooting routine issues, resolving inquiries, balancing daily transactions, and completing end-of-day procedures. Employees must follow applicable Credit Union 1 policies, regulatory requirements, security and audit procedures, and BSA/AML and OFAC requirements. Eligible positions receive a comprehensive benefits package supporting employees’ financial, professional, and personal wellbeing. Credit Union 1 does not provide relocation assistance or visa sponsorship. Applicants must be legally authorized to work in the United States without restriction. The position is open until filled. Candidates selected for employment are subject to a criminal background check.

Requirements

High school diploma or equivalent.
Strong verbal and written communication skills, including confident communication for virtual service delivery.
Comfort working on camera in a professional setting.
Demonstrated ability to multitask and navigate systems efficiently.
Strong problem-solving skills and ability to work independently.
Basic technical proficiency, including typing at a minimum of 35 WPM and using standard office equipment.
Ability to adapt in a fast-paced, performance-driven environment.
Commitment to exceptional member service aligned with Credit Union 1’s mission and values.
Legally authorized to work in the United States without restriction.

Nice To Haves

At least one year of customer service, teller, or financial institution experience is preferred.
Ability to confidently use multiple systems, video platforms, and transaction tools simultaneously.
Ability to identify member needs, resolve issues efficiently, and escalate when necessary.
Professional, confident, and engaging virtual presence; ability to communicate clearly and build trust without physical interaction.
Member-centric approach that delivers personalized, solution-oriented service and builds long-term relationships.
Ability to learn and apply new systems, procedures, and service techniques in an evolving digital environment.
Attention to detail and accuracy in transaction processing, documentation, and adherence to procedures.
Awareness of sales and service opportunities and ability to recommend products aligned with member needs and organizational goals.
Understanding of BSA/AML, OFAC, and internal policies and ability to comply with regulatory and risk standards.

Responsibilities

Deliver prompt, accurate, and professional service through ITM video interactions.
Complete transactions accurately and efficiently, with attention to detail, and maintain a professional, engaging presence.
Address member concerns or hesitation about virtual service channels.
Build trust and rapport through personalized virtual interactions.
Identify member needs and recommend relevant products, services, and digital solutions.
Follow up on member inquiries and opportunities to support complete financial relationships.
Communicate member feedback, trends, and service opportunities to leadership.
Educate members on the use and benefits of ITMs and digital banking tools.
Navigate multiple systems, video platforms, and transaction tools simultaneously while maintaining accuracy and efficiency.
Troubleshoot basic technical or transaction issues in real time.
Resolve routine and complex member inquiries independently using sound judgment.
Research discrepancies and escalate issues when appropriate.
Balance daily transactions and complete end-of-day procedures.
Support a positive team environment and contribute to continuous improvement initiatives.
Perform transactions in compliance with Credit Union 1 policies and regulatory requirements.
Identify and escalate suspicious or irregular activity.
Comply with BSA/AML and OFAC policies and regulations.
Follow established security, audit, and operational procedures.