Video Teller I/ITM Teller

Members First Credit Union • Bay City, MI

8d • Onsite

About The Position

Members First Credit Union is seeking a Video Teller to join our new Bay City Branch! In this newly created role, you will support members through our Interactive Teller Machines (ITMs) and deliver exceptional service across video, digital, phone, and in-branch channels. Do you enjoy helping people navigate technology while supporting their financial journey? Apply and play an important role in creating outstanding member experiences in our Bay City branch. We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities! This position is an in office role. Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

Requirements

• Minimum high school graduate or equivalent
• Working knowledge of all credit union products and service
• One to twelve months similar or related experience
• Experience operating a personal computer
• Must possess excellent interpersonal and written communication skills
• Skills in Microsoft 365
• Demonstrated commitment to achieving organizational, departmental, and individual goals.
• Strong organizational, time management, and attention to detail skills.
• Proficiency with digital tools, core systems, and Microsoft 365.
• Effective written and verbal communication skills.
• Working knowledge of credit union products, services, policies, and procedures.
• Willingness to work flexible hours, attend meetings, and travel as business needs require.
• Commitment to inclusion, belonging, and member financial well-being.
• Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Responsibilities

• Deliver high-quality member service across ITM/video banking, phone, digital, and in-branch support channels.
• Process member financial transactions including deposits, withdrawals, transfers, loan payments, and check processing with a high degree of accuracy.
• Assist members with account inquiries, maintenance, and updates, including balances, histories, and contact information.
• Support digital banking services, including online banking, mobile app usage, Bill Pay, mobile deposit, and other self-service tools.
• Troubleshoot debit and credit card issues and assist with card-related inquiries.
• Ensure proper member identification and authentication for all transactions and service requests.
• Provide timely resolution to member inquiries with a focus on first-contact resolution and excellent member experience.
• Communicate professionally and effectively with members and team members through video, phone, email, and messaging platforms.
• Identify member financial needs and recommend appropriate Credit Union products and services.
• Promote and support adoption of digital and self-service banking solutions.
• Maintain compliance with all security, regulatory, and internal policies, including BSA requirements.
• De-escalate member concerns and resolve issues with professionalism and care.
• Adapt to changing schedules, service channels, and business needs, including evenings, Saturdays, and varied shifts as required.
• Engage members through ITM/video banking technology to complete transactions and provide account support.
• Process and balance ITM/ATM transactions, including cash handling, check deposits, adjustments, and end-of-day balancing.
• Research and resolve transaction discrepancies, including overages/shortages, in partnership with Finance and branch teams.
• Handle member inquiries across multiple channels (phone, video, digital messaging) and provide accurate, timely responses.
• Assist members with loan payments, including external loan payments when applicable.
• Process check orders, cashier’s checks, and other service-related requests in accordance with procedures.
• Complete daily operational tasks such as check processing, document handling, notifications, and record maintenance.
• Follow up on unresolved member requests and internal service tickets to ensure completion and member satisfaction.
• Remind members of delinquent payments in a professional and service-oriented manner.
• Collect fees as required for services and ensure proper disclosure and processing.
• Support onboarding of new members by reinforcing relationships and educating on products and services.
• Identify opportunities to deepen member relationships and refer to appropriate partners (Mortgage, Wealth Management, Commercial Services).
• Participate in coaching, training, and ongoing professional development activities.
• Utilize internal systems, tools, and procedure resources to ensure accuracy and consistency in service delivery.
• Collaborate with team members and other departments to support operational efficiency and member experience.
• Maintain a clean, organized, and secure work environment while protecting member confidentiality.
• Support branch growth and member financial well-being through relationship building, financial education, solution recommendations, and referral.
• Build and deepen member relationships by identifying financial needs and recommending appropriate solutions.
• Identify and consistently refer products and services that support branch growth objectives, including deposit, digital, lending, mortgage, and investment opportunities.
• Maintain Sales, Service, and Education Performance Expectations.
• Respond to member inquiries in accordance with Communication Standards and service expectations.
• Participate in monthly coaching, training, and professional development.
• Attend required education, training, and professional development activities.
• Perform other duties as assigned to support branch operations and organizational needs.

What This Job Offers

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