Personal Video Teller III at Rivermark Community Credit Union in Beaverton, Oregon

Job Description:

This job posting will close on 7/30/2024

Summary

Engages members and educates them about Rivermarks products and services through Interactive Teller Software. Provides exceptional service and support to members by processing member transactions as requested and responding to member inquires. Seeks opportunities to deepen member relationships while offering Rivermark products and services that will enhance member financial wellness. Assists team members with operational policy and procedure guidance.

Primary Duties & Responsibilities

1. Provides exceptional member service including making eye contact, welcoming, and greeting members and demonstrating willingness and interest to help by body language and a friendly tone of voice.


2. Provides dedicated on-the-job training for new team members. Partners with Video Solutions Management to individualize training as needed.


3. Provides operational policy and procedure guidance and assistance to team members.


4. Provides override capabilities and possesses increased transaction limits.


5. Meets or exceeds individual production results for the branch to include performing all aspects of the job with accuracy and diligence to prevent fraud and losses by following all applicable policies and procedures.


6. Acquires and maintains working knowledge of Personal Teller Kiosk to trouble shoot issues, locating outages, balancing GLs, reporting issues and lead testing initiative for software and hardware updates.


7. Opens new memberships, accounts and loan based on needs by interviewing members for best fit with products and services. Performs account maintenance and answers advanced account questions through Video Banking Platform.


8. Completes onboarding activities for all new members.


9. Understands and determines acceptability of negotiable items and member identification.


10. Acts as a department liaison with other credit union departments and provide monthly updates during team meetings


11. Responds to member service needs and processes requests initiated through the PTK as directed by management. Corresponds with member as necessary.


12. Leads in sales, product knowledge, member solutions and work ethic.


13. Actively participates in personal performance coaching sessions with management team.


14. Assists members using the Personal Teller Kiosks (PTKs). Educates members to make them comfortable and competent using the interactive technology. Assumes responsibility for the efficient, accurate, confidential, and professional performance of the teller functions processed via the PTKs.


15. Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Balance member interactions via multiple PTKs.


16. Acts as backup to Video Solutions Management with department scheduling and team reporting.


17. Skillfully handles and resolves difficult situations for member satisfaction within appropriate guidelines and procedures. Enlists management in successful problem resolution, if necessary.


18. Assists members with online banking issues and offers technical assistance regarding electronic devices. Reset passwords, challenge questions and PINs for members according to department procedures.


19. Seeks ways to streamline work processes and continuously improve the Credit Union.
    

    Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

    We celebrate and value diversity in the workplace.

Education/Experience
High school diploma or equivalent. Minimum six months experience in an Interactive Solutions Specialist role. Minimum two years sales experience in a financial institution or minimum two years retail sales experience in a goal-driven environment with proven results. Teller and/or call center experience preferred. 

Requirements – Skills, Job Knowledge & Abilities
1.    Must be comfortable appearing on camera. 

2.    Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously.

3.    Proficient in computer software, data entry, ten-key calculator, cash counting and math skills.   

4.    Demonstrates leadership and proficiency in all areas of primary duties and responsibilities to act as a mentor and coach for new team members.

5.    Ability to use judgment and discretion when handling confidential member account information.

6.    Strong organizational and time management skills. 

7.    Proven ability to follow through on tasks with the highest level of accuracy and attention to detail.

8.    Ability to handle process, product and workflow changes productively.

9.    Working knowledge of acceptable negotiable items and member identification.

10.    Exceptional communication skills.  Ability to build relationships with members through all channels. Ability to effectively communicate one-on-one and in a group setting. Ability to remain calm when helping difficult and/or irate members. 

11.    Exceptional member service and sales skills to meet our members’ financial needs and make contributions towards the achievement of Credit Union goals. 

12.    Ability to proficiently explain remote delivery channels and options to members.

13.    Willingness to keep workspace organized and tidy.

14.    Comfortable being evaluated against performance standards.

15.    Research and problem-solving skills to identify and resolve issues.  

16.    Ability to maintain and project the Credit Union’s professional reputation. 

Rivermark is a proud EEO employer. We welcome applicants of all backgrounds including minority and underserved populations.

We celebrate and value diversity in the workplace.