What are the responsibilities and job description for the Lead Video Teller position at Park Community Credit Union?
Role:
By emphasizing ONE Park, ONE Mission, One Team, the Lead Interactive Member Service Representative (MSR) supports members through ITM transactions and provides mentorship to ITM staff. This role includes coaching, training new employees, resolving complex issues, and promoting teamwork to achieve goals. The Lead Interactive MSR monitors ITM functionality, coordinates maintenance, and ensures compliance with credit union policies to deliver exceptional member service.
Essential Functions & Responsibilities:
- Receive and process member financial transactions, including deposits, withdrawals and loan payments; transfer amounts from member accounts as directed. Post transactions to member accounts and maintain member records. Utilizing the Interactive Teller Machines (ITM), welcome members and provide routine information concerning accounts and services; direct members to branch staff for specific transactions or services unable to be performed by the ITM. Focus on communicating clear instructions to ensure ease of use, accuracy and efficiency with all transactions. Remain abreast of ITM technology and delivery methods as they develop and/or change.
- Engage in conversations with members on Park’s products and services, when applicable, in efforts to achieve individual goals and assist in reaching established department goals.. Provide ongoing coaching to other ITM MSRs within the department to assist them in achieving individual and departmental goals.
- Assist in new employee training; promote teamwork and build respect among coworkers; provide solutions to problems and ensure that tellers provide accurate and timely information to members. Assist with system issues or matters that may need more direction or analysis for a solution and keep manager informed. Complete reports, logs, and assignments in a timely and accurate manner.
- Assist tellers with transactions requiring further review or override authorization. Assist management in finding outages and researching accounting issues. Ensure that decisions are within credit union guidelines and authority is used with discretion.
- Provide status updates on machines with mechanical issues to the ITM team and ITM location staff. This includes notifying the ATM/ITM Coordinator to get necessary maintenance completed so that all machines are fully functional and available to members.
- Performs other duties as assigned.
Performance Measurements:
1. To be an ambassador of Park's culture supporting the credit union's mission to build thriving communities together ensuring words and actions align with the Park VIBE that defines our Core Values: • Vibrant Connections • Inclusive Excellence • Bold Compassion • Endless Empowerment
2. To provide friendly, professional and accurate service and support to all members and coworkers.
3. To engage in conversations with members on the credit union products/services focused on meeting the member's financial needs.
4. Provide clear communication through the Interactive Teller Machines for ease of use for members.
5. To follow the credit union’s Bank Secrecy Act and anti-money laundering policies and procedures, including running OFAC searches, completing investigative reports of suspicious activity and currency transaction reports timely and without error.
6. To maintain a professional work environment, promote teamwork, build respect among coworkers and present a businesslike appearance.
7. To follow all security policies and procedures and report discrepancies or suspicious activity to manager immediately.
Knowledge and Skills:
Experience: One year to three years of similar or related experience.
Education: A high school education or GED.
Interpersonal Skills: Work involves much personal contact with others inside and/or outside the organization for the purpose of first-level conflict resolution, building relationships, and soliciting cooperation. Discussions involve a higher degree of confidentiality and discretion, requiring diplomacy and tact in communication.
Other Skills: Must have excellent verbal communication skills.
Physical Requirements
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. While performing the essential duties of this position, the employee is regularly exposed to a general office environment and interaction with customers.
PHYSICAL DEMANDS: The physical demands described here are representative of those required to successfully perform the essential functions of this position, but do not necessarily constitute an exhaustive list of all essential functions. To the extent required by any applicable law,reasonable accommodations will be made to enable qualified individuals with disabilities to perform essential functions where this can be done without posing a direct threat to self or others. While performing the essential duties of this position, the employee frequently must sit, stand, and walk short distances.
The employee frequently uses hands and fingers to count currency and handle, manipulate, and feel objects, documents, and office tools and equipment. Reads, writes, listens, speaks, and uses personal computers, copiers, telephones, and other office equipment and software throughout the work day. The employee is occasionally required to stoop, bend, squat, and reach overhead with hands and arms. Occasionally pushing and pulling of office furniture and other objects. The employee may occasionally lift and/or move up to 15 pounds and on occasion lift and/or move up to 25 pounds.
PARK COMMUNITY CREDIT UNION IS AN EQUAL OPPORTUNITY EMPLOYER
