Personal Teller

Financial Partners Credit Union•Costa Mesa, CA

13d

About The Position

As a Personal Teller, you will interact directly with members through live video sessions, helping them complete transactions, answer questions about their accounts, and connect them with financial products and services that support their needs. The goal is simple: provide fast, accurate service while creating a professional and positive experience every time a member connects with Financial Partners. This role is ideal for someone who enjoys helping people, communicates clearly and confidently on camera, and thrives in a fast-paced environment where accuracy, professionalism, and strong service skills matter.

Requirements

Associate’s degree (A.A.) from a two-year college or technical school; one to two years of related experience and/or training; or an equivalent combination of education and experience.
Prior retail service, teller, and/or call center experience.
Ability to handle a high volume of transactions in a fast-paced video banking environment.
Comfortable, professional, and friendly on camera.
Demonstrated ability to analyze, reason, problem solve, and prioritize work independently.
Ability to communicate complex financial information clearly to members with varying levels of financial knowledge.
Ability to learn and use multiple software applications simultaneously, including Microsoft Office, video banking systems, and credit union processing systems.
Ability to multi-task while operating multiple monitors and systems.
Previous banking or credit union experience required.
Strong commitment to service and providing an exceptional member experience in every interaction.

Nice To Haves

Bilingual in Spanish is a strong plus.

Responsibilities

Provide high-quality service to credit union members by accurately processing transactions through the Interactive Teller video platform.
Accurately process transactions including but not limited to: Cashing checks, Issuing Official Checks and Money Orders, Receiving deposits, Completing payments, Processing cash withdrawals, Transferring funds between shares, Payoffs and paydowns of loans, Conducting account inquiries and research.
Communicate clearly and professionally with members during video sessions while promoting a positive image of Financial Partners Credit Union.
Identify member needs and recommend appropriate products and services using benefit-based conversations.
Validate member identity using Credit Union security procedures.
Use sound judgment when accepting negotiable items to minimize risk of loss or exposure.
Meet or exceed established productivity standards for video sessions while maintaining a high level of member service.
Balance teller transactions at the end of each work shift.
Follow all applicable policies, procedures, and operational practices.
Attend training programs offered by Learning & Development or approved by department management.
Meet or exceed established sales, referral, and service goals.
Maintain strong attendance and adhere to department scheduling guidelines.
Assist Personal Teller Team Leads with the day-to-day operation of the Personal Teller Center.
Provide approvals and overrides within established limits when assisting the team.
Participate in routine reviews of teller sessions using observation tools to maintain a professional and positive member experience.
Review daily operational reports related to approvals, dormancy, and overrides.
Assist in ensuring department policies, procedures, and practices are consistently followed.
Handle escalated member issues when needed, including fee reversals, check hold decisions, and member concerns.
Resolve member service complaints both verbally and in writing.
Identify operational inefficiencies and make recommendations to Personal Teller Center Leadership.