Video Services Specialist/Teller

MSU Federal Credit Union • East Lansing, MI

5h • Hybrid

About The Position

The Video Services Specialist (VSS) is a key contributor to the Credit Union's mission by delivering high-quality service through video interactions and phone-based member support. This role is responsible for addressing a variety of financial needs with accuracy, professionalism, and urgency while identifying opportunities to promote products and services that improve members’ financial wellbeing. VSS must demonstrate effective communication, strong problem-solving abilities, and a commitment to member satisfaction. While navigating complex inquiries, they maintain a high level of security, uphold compliance standards, and take ownership of resolution. Adaptability in a fast-paced, evolving environment is essential, along with alignment to the Credit Union’s Mission and Core Values. Work flexibility is required, including availability for shifts that fall during opening, closing, weekends, and holidays, depending on business needs. Flexible work arrangements (hybrid or on-site) may be available based on departmental guidelines.

Requirements

• This position requires a high school diploma or equivalent.
• Prior customer service experience is preferred.
• Demonstrated ability to provide exceptional member support across a variety of routine inquiries, including account servicing, transaction assistance, and product information, while meeting departmental expectations for quality, efficiency, and member satisfaction.
• Experience in member/customer service, retail banking or financial institution.
• Demonstrated expertise in complex member service scenarios, including escalations, fraud response, and advanced account management, with a proven track record of meeting or exceeding service, sales, and compliance metrics.
• Strong mentoring and leadership capabilities, with experience supporting team development through training, onboarding, peer coaching, and delivering knowledge sessions or procedural updates.
• Ability to serve as a subject matter expert and internal resource, offering procedural guidance, recommending process improvements, and promoting a collaborative, solutions-focused team environment.
• Communicate
• Navigate Change & Evolve
• Solve Problems & Make Decisions
• Plan, Prioritize, and Achieve
• Collaborate
• Active Listening - Attentively listens to the speaker, understands what they are saying, responds and reflects, and retains the information for later.
• Conflict Resolution - Works effectively through an antagonistic situation to minimize relationship damage and promote shared goals. Uses appropriate interpersonal methods to reduce tension or conflict and facilitate agreement.
• Adherence to Procedures - Includes knowledge of relevant external and internal policy and compliance procedures.
• Resilience - Thrives and grows in a rapidly changing and complex environment. Displays flexibility, utilizes networks, and adopts a continuous growth mindset to learn from mistakes and bounce back from adversity.
• Resourcefulness - Creatively copes with difficult situations or unusual problems. Solves problems and achieves results in the face of obstacles and constraints.
• Member Sales - Effectively leverages opportunities and generates leads to cross-sell products and services with integrity, supporting member needs while achieving individual, department, and organizational goals.
• Superior Service - Prioritizes and acts on the needs of members and employees. Sets the tone and establishes rapport. Acknowledges and clarifies while committing and providing guidance. Summarizes and closes the interaction positively.

Responsibilities

• Provide superior service across all member service center channels with high proficiency, accuracy, and professionalism, while maintaining compliance with all federal, state, and MSUFCU regulations and policies.
• Conduct secure member verification before processing any transactions to prevent fraud and ensure account safety. Ensure member security by accurately verifying identity, reporting suspicious activity, and educating members on fraud prevention best practices.
• Deliver timely and accurate service to members, primarily via Video Teller and Video Chat platforms, with professionalism, empathy, and urgency.
• Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals.
• Maintain strong working knowledge of Credit Union offerings and fintech partner solutions to support member financial wellness.
• Take ownership of escalated concerns, using sound judgment and de-escalation techniques to resolve complex issues.
• Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools.
• Accurately assist with basic financial service requests in compliance with policies and regulations.
• Support operational changes by adapting quickly to updated systems, procedures, and technologies.
• Ensure compliance with laws, regulations, and internal controls to minimize risk and safeguard member assets.
• Participate in training and development opportunities to remain current on Credit Union policies, best practices, and service standards.
• Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence.
• Enable mobile wallet functionality through proper verification procedures for Visa products.
• Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
• Execute all duties of a Video Services Specialist with consistent quality and efficiency.
• Handle complex member transactions and troubleshoot advanced issues across card services, digital banking, and loan servicing.
• Use strong critical thinking to explain complex financial topics in a member-friendly way.
• Support escalated member situations and assist team members in de-escalation and resolution.
• Participate in knowledge-sharing across committees, peer groups, and internal initiatives.
• Assist with onboarding and mentoring team members by sharing expertise and modeling best practices.
• Responsible for finalizing new account applications, communicating with members throughout onboarding, and proactively following up to promote additional products and services.
• Review and process new account applications, including professionally communicating account approvals and denials.
• Serve as a subject matter contact in specialized areas such as card services, written correspondence, or system troubleshooting.
• Continue developing in-role expertise while contributing to team goals and overall service excellence.
• Deliver consistently high performance in all responsibilities of VSS and VSS II roles, as measured by service, sales, and compliance metrics.
• Provide expert-level support in managing complex member inquiries, including new account setups, escalations, and account compromise situations.
• Mentor and support team members through training, procedural transitions, and promotional development.
• Facilitate the onboarding process for new members and guide them through advanced product selection based on financial needs.
• Serve as a Helpline resource and point of contact for internal peer guidance on procedures, systems, and escalated scenarios.
• Deliver presentations or training segments at team meetings, supporting knowledge growth and procedural clarity.
• Recommend process improvements to leadership, leveraging firsthand insights to improve member service and operational efficiency.
• Actively foster a collaborative team environment that promotes inclusion, communication, and continuous learning.
• Act as a departmental subject matter expert in key operational areas, including fraud response, account handling, and system troubleshooting.
• Perform other duties as assigned.

Benefits

• 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
• Up to 26 days of PTO within your first year
• Volunteer Time Off
• 11 Paid Holidays
• 401(k) with a company match
• Tuition Reimbursement
• Up to 12 Weeks of Paid Parental Leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED