3 Lead Video Relations Specialist Jobs in Tulsa, OK
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Lead Video Relations Specialist
$37k-45k (estimate)
Full Time | Banking
1 Week Ago
TTCU Federal Credit Union is Hiring a Lead Video Relations Specialist Near Tulsa, OK
Job DescriptionTitle: Lead Video Relations Specialist
Department: Video Relations Center
Reporting To: Video Relations Manager
FLSA Classification: Non-Exempt
Created Date: January 21, 2021
Revised Date:
Safety Sensitive Position: No
Position Summary
Professionally exercises extraordinary service and value by providing the highest level of member service when assisting and meeting the needs of all members in order to leave a positive impact with each interaction. Supports TTCU’s Mission, Vision, and Core Values. All interactions and all service standards should align with these core beliefs. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
Supervises: Video Relations Tellers
Essential Job Functions And Responsibilities
Associates degree in Business, Finance or other related discipline preferred
Certificates/Licenses
Must have and maintain a valid driver's license
Ability to qualify and maintain Oklahoma Resident Limited Producer License (NMLS) Must have completed TTCU’s Learning & Development Stellar Teller Training Program
Experience/Years of Experience/Level of Experience
Customer service experience in banking, retail, or related field 4 Years Intermediate
Experience in a call center and/or technical trouble shooting
Experience working with call center management systems and technology preferred
Leadership experience motivating, recognizing and coaching teams to success
Bilingual PreferredPosition Competencies
Functional Expertise 17 %
Member Focus 16 %
Collaborates 17 %
Effective Communication 17 %
Decision Making 17 %
Manage Complexity 16 %
Additional RequirementsJob Knowledge
Ability to learn credit union products and services to appropriately assess member needs, provide applicable solutions/recommendations, and build caring relationships to optimize cross-sell opportunities to new and existing members
Ability to complete multiple and varying member requests in a timely fashion
Focused on learning to expand the member relationship with emphasis on creating new relationships and expanding existing relationships utilizing an array of reports and by building rapport with members
Ability to learn proprietary computer software such as Keystone, OnBase, Touché and Cisco Agent Desktop
Proficient in the use of the PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Word, Excel, PowerPoint, SharePoint, and Outlook)
Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules
Interpersonal Skills
Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others face-to-face, by telephone, and through other communication modalities using active listening skills, developing rapport, and responding with empathy.
Intermediate written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution, including but not limited to educational information regarding products and services.
Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times.
Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.
Dependable, timely, and consistent
Working Conditions
Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise
Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Physical Demands
Activity Regularly/Frequently/Occasionally
Capable of regular, reliable and timely attendance X
Must be able to routinely perform work on computer for an average of X
6-8 hours per day
Perform primarily sedentary work with limited physical exertion and
lifting of up to 10 lbs X
Must be able to operate office equipment including telephone, copier,
facsimile, and calculator X
Reaching above the shoulder, bending, twisting and squatting X
Must be capable of climbing / descending stairs in emergency
situation. X
Must be able to stoop, kneel, crouch and/or crawl X
Employee Statement of Understanding
I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.
I am able to perform all of the essential functions of this position.
I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.
As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.
Department: Video Relations Center
Reporting To: Video Relations Manager
FLSA Classification: Non-Exempt
Created Date: January 21, 2021
Revised Date:
Safety Sensitive Position: No
Position Summary
Professionally exercises extraordinary service and value by providing the highest level of member service when assisting and meeting the needs of all members in order to leave a positive impact with each interaction. Supports TTCU’s Mission, Vision, and Core Values. All interactions and all service standards should align with these core beliefs. Performs duties in compliance with regulatory requirements including, but not limited to, the Bank Secrecy Act.
Supervises: Video Relations Tellers
Essential Job Functions And Responsibilities
- Supervise Video Relations Teller help desk line providing support, direction, and coaching for others in the department to ensure a high level of service from the perspective of courtesy, promptness, and accuracy. Assist with escalated member service issues, perform research and resolution for member requests. Provides feedback to management of critical issues, interest, and concerns of members to support ongoing efforts to improve service and product sales. (25 %)
- Assist Video Relations Management with duties, including but not limited to: opening and/or closing the Video Relations Center, including Saturdays on a rotational basis, assisting with performance appraisals, coordinating employee schedules, monitoring Video Teller adherence, performing quality assurance monitoring, participating in video calibrations, and mentoring and training of other Video Relations Tellers. (25 %)
- Approve overrides and answer questions for Video Tellers and members in order to assure transactions are conducted appropriately and efficiently. Assist in on-the-job training of new Video Tellers to assist in their rapid learning of the role and the products and services of TTCU. (25 %)
- Respond to member and potential member inquiries and provide support via phone, email, and/or any other multi-channel communication distribution by verifying caller identification and support and respond to member requests to include all manners of member inquiries. Motivate Video Relations Tellers to cross-sell credit union products and services and lead by example by effectively and efficiently analyzing member profiles to promote products and services that will be beneficial to both the member and TTCU. (15 %)
- Build caring, engaging relationships by earning the trust of TTCU Members. Provide accurate, thorough answers to questions via phone, call queues, Microsoft Teams, and/or Member facing, utilizing various resources including handouts, peers, and supervisors. Provide technical support and guidance by utilizing the technological capabilities of TTCU’s fleet of Interactive Teller Machines (ITM’s) and demonstrating how it can contribute to their overall financial well-being. (10 %)
Associates degree in Business, Finance or other related discipline preferred
Certificates/Licenses
Must have and maintain a valid driver's license
Ability to qualify and maintain Oklahoma Resident Limited Producer License (NMLS) Must have completed TTCU’s Learning & Development Stellar Teller Training Program
Experience/Years of Experience/Level of Experience
Customer service experience in banking, retail, or related field 4 Years Intermediate
Experience in a call center and/or technical trouble shooting
Experience working with call center management systems and technology preferred
Leadership experience motivating, recognizing and coaching teams to success
Bilingual PreferredPosition Competencies
Functional Expertise 17 %
Member Focus 16 %
Collaborates 17 %
Effective Communication 17 %
Decision Making 17 %
Manage Complexity 16 %
Additional RequirementsJob Knowledge
Ability to learn credit union products and services to appropriately assess member needs, provide applicable solutions/recommendations, and build caring relationships to optimize cross-sell opportunities to new and existing members
Ability to complete multiple and varying member requests in a timely fashion
Focused on learning to expand the member relationship with emphasis on creating new relationships and expanding existing relationships utilizing an array of reports and by building rapport with members
Ability to learn proprietary computer software such as Keystone, OnBase, Touché and Cisco Agent Desktop
Proficient in the use of the PC, Tablets, Mobile applications, Internet navigation and with Microsoft Office applications (Word, Excel, PowerPoint, SharePoint, and Outlook)
Follow policies and procedures; support organization's goals and values; and demonstrated dependability through good attendance and adherence to timeliness and schedules
Interpersonal Skills
Strong interpersonal and member service skills, including the ability to maintain composure under pressure while interacting with others face-to-face, by telephone, and through other communication modalities using active listening skills, developing rapport, and responding with empathy.
Intermediate written and verbal communication skills are required to effectively interact with members regarding financial transactional support or service, which may involve problem resolution, including but not limited to educational information regarding products and services.
Strong attention to detail and the ability to maintain confidential information appropriately and exercise discretion, sensitivity and tact at all times.
Ability to create an atmosphere which promotes TTCU’s Core Values by maintaining a high level of personal integrity, presenting a friendly, enthusiastic and professional demeanor while providing extraordinary service to members and fostering teamwork among employees.
Dependable, timely, and consistent
Working Conditions
Routinely perform work indoors in climate-controlled shared work area with a moderate level of noise
Must be able to perform job functions independently and work effectively either on own or as part of a team. Must be able to plan and direct the work activities of self and others. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be able to perform basic mathematical calculations with accuracy. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.
Physical Demands
Activity Regularly/Frequently/Occasionally
Capable of regular, reliable and timely attendance X
Must be able to routinely perform work on computer for an average of X
6-8 hours per day
Perform primarily sedentary work with limited physical exertion and
lifting of up to 10 lbs X
Must be able to operate office equipment including telephone, copier,
facsimile, and calculator X
Reaching above the shoulder, bending, twisting and squatting X
Must be capable of climbing / descending stairs in emergency
situation. X
Must be able to stoop, kneel, crouch and/or crawl X
Employee Statement of Understanding
I have read and understand the job description for my position. I understand that my supervisor may assign additional projects and/or responsibilities not covered in the description.
I am able to perform all of the essential functions of this position.
I agree to comply with the corporate compliance policy and all laws, rules, regulations and standards of conduct relating to my position. As an employee, I understand my duty to report any suspected violations of the law or the standards of conduct to my immediate supervisor.
As an employee, I will strive to uphold the mission and vision of the organization. All employees are required to adhere to the values in all their interactions with members and fellow employees.
Job Summary
JOB TYPE
Full Time
INDUSTRY
Banking
SALARY
$37k-45k (estimate)
POST DATE
09/07/2024
EXPIRATION DATE
10/04/2024
WEBSITE
ttcu.com
HEADQUARTERS
JENKS, OK
SIZE
100 - 200
FOUNDED
1934
CEO
LOREN ARMSTRONG
REVENUE
$50M - $200M
INDUSTRY
Banking
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About TTCU Federal Credit Union
Established in 1934, TTCU Federal Credit Union is a $2.1 billion financial institution with a full complement of depository, lending and financial advisory services. TTCU is the second-largest credit union in Oklahoma with 18 branch locations. You may be one of over almost a million people in Oklahoma eligible to join TTCU. The membership of TTCU is over 135,000 strong and made up of teachers, school faculty, administrators, staff, students and over 600 select employee groups. For complete membership eligibility and information, please visit www.ttcu.com or call (918) 749-TTCU (8828).
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