Virtual Teller I

Tucson Federal Credit Union•Tucson, AZ

3d•$20

About The Position

Provide exceptional experiences to our members by assisting with their financial needs and accurately processing account transactions virtually, on-camera, through the Credit Union’s ITM (Interactive Teller Machine).

Requirements

High school diploma or its equivalent required.
Five (5) years work experience required, preferably in customer service.
Three (3) years cash handling experience preferred.
Level 1: Minimum three (3) years of Customer Service-related experience required. Beginning level of training with MS Office. Basic general computer skills (ie: using email, navigate the internet, search functions). Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 90 days of employment for external, prior to level 2 for internal)
Level 2: Minimum five (5) years of Customer Service-related experience required. In addition to Level 1 Education/Training/Functions: Intermediate computer skills (ie: tables and graphics). Assists teammates with troubleshooting such as machine issues, submitting work tickets and balancing outages. Acts as back up for cash ordering and vendor contact. Complete BVS courses (number and scope TBD by Member Experience Senior Leadership). (Complete within 120 days of employment for external, prior to level 3 for internal)
Level 3 : Minimum seven (7) years of Customer Service-related experience required. In addition to Level 2 Education/Training/Functions: Advanced computer skills training (ie: troubleshooting and technology). Serves as contact for escalated member calls, handles advanced supervisory functions (ie: cash ordering, scheduling). Provides leadership and coaching. At least 1 year experience in a leadership capacity or identified as candidate for Prospective Leaders Program. Complete BVS courses (number and scope to TBD by Member Experience Senior Leadership).
Trainer: Minimum nine (9) years of Customer Service-related experience required. Advanced level of training with MS Office. Advanced computer skills training (ie: troubleshooting and technology). Ability to deliver training and feedback via technology and in person. At least 1 year experience in Virtual Teller position preferred.
Availability: Monday through Saturday, as scheduled.

Nice To Haves

At least 1 year experience in Virtual Teller position preferred.

Responsibilities

Process all member transactions including deposits, withdrawals, loan advances and loan payments accurately.
Exercise good judgment and problem-solving skills to resolve issues and make on the spot decisions including exceptions, adjustments and overrides.
Support members in overcoming concerns with new technology and promote benefits to ensure a positive experience and increase adoption rate.
Actively participate and complete all required training that enhances one’s ability to perform their job.
Abide by state and federal banking regulations.
Attend training sessions and complete compliance training on an annual basis.
Follow credit union Member Privacy Policy and member identification procedures.
Must maintain a high level of professionalism, positivity, and friendliness on camera to deliver an exceptional experience for each member.
Ability to speak clearly, tactfully, effectively and with diplomacy to members, volunteers and employees at all levels of the organization (systems, documents, procedures, etc).
Ability to accurately communicate via email, throughout systems, documents, and in person communication.
Must be comfortable and maintain professionalism on camera with members.
Maintain professional composure during all video transactions.
Engage in behavior that aligns with the credit union’s cultural beliefs.
Gain and retain a high-level knowledge of all TFCU products, policies and procedures.
Maintain a professional businesslike appearance in accordance with TFCU Dress and Personal Appearance Policy.
Adhere to TFCU’s attendance and punctuality policy.