Virtual Member Service Associate (Virtual Teller)
About The Position
The Virtual Member Service Associate (VMSA) uses exceptional customer service skills to provide an engaging member experience via Gesa’s Interactive Teller Machines. VMSAs have an in-depth knowledge of our products and services, banking policies and procedures, and financial literacy to serve as a resource to our members. The VMSA actively looks for opportunities to deepen member relationships while performing teller transactions, account maintenance, and other member needs. Virtual Member Service Associates are proactive in referring, following-up, and guiding members through their ITM experience.
Requirements
- Professional written and verbal communication.
- Make sound decisions that minimizes risk in a timely manner.
- Ability to ask open-end and clarifying questions to understand member needs and deepen relationships.
- Display professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.
- Respect and support all areas of diversity in the workplace and our membership.
- Complete assigned training programs in timely and accurate manner.
- Participate in and support a team environment.
- Education: High School Degree (or equivalent) required.
- Demonstrate and support credit union values and service standards.
- Attend and engage in community events on behalf of the credit union.
- Maintain confidentiality, control risk, and manage operations in accordance with company policies, procedures, and regulatory requirements.
- Demonstrate a high level of personal integrity and ethics.
- Report for work on time and maintain a schedule of regular attendance.
- Some travel may be required.
- Proficient with varying levels of technology.
Nice To Haves
- At least one (1) year of customer service experience preferred.
- Some cash handling experience preferred.
Responsibilities
- Provide exceptional member service.
- Solve problems, take ownership of member concerns, provide prompt resolutions, and follow-up.
- Have a core understanding of financial literacy and be able to discuss it with members.
- Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
- Offer appropriate products and/or services to deepen member relationships and refer to other team members as appropriate.
- Meet or exceed established service levels, job performance, referral, and organizational goals.
- Constantly adapt to changing priorities with a positive attitude.
- Ensure Interactive Teller Machines are always working properly.
- Perform transactions and service requests on member accounts in an accurate and timely manner.
- Accurately follow all Interactive Teller procedures and balance your virtual drawer at the end of every day.
- Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.
Benefits
- Competitive Pay
- Medical, Dental, Vision, and Life Insurance
- 20 days/year of Paid Time Off – Plus 10 Paid Holidays!
- 401(k) Match
- Incentive Program
- Tuition Assistance and Student Loan Repayment
- Commuter Benefits
- Paid Time Off to Volunteer in the Community
- Product discounts
- Engaging Work Environment
- Rewards and Recognition Programs
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
