What are the responsibilities and job description for the Virtual Teller I position at Tucson Federal Credit Union?
JOB TITLE: Virtual Teller
REPORTS TO: Virtual Experience Supervisor
SUPERVISES: None
EXEMPTION STATUS: Non-exempt
PRIMARY FUNCTION: 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).
ESSENTIAL FUNCTIONS:
1. Process all member transactions including deposits, withdrawals, loan advances and loan payments accurately.
2. Exercise good judgment and problem-solving skills to resolve issues and make on the spot decisions including exceptions, adjustments and overrides.
3. Support members in overcoming concerns with new technology and promote benefits to ensure a positive experience and increase adoption rate.
4. Actively participate and complete all required training that enhances one’s ability to perform their job.
5. 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.
OTHER DUTIES/RESPONSIBILITIES:
- 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.
KNOWLEDGE, SKILLS AND ABILITIES:
Education: High school diploma or its equivalent required.
Experience: 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.
Education/Training/Functions: See Education and Experience above.
Level 2: Minimum five (5) years of Customer Service-related experience required.
Education/Training/Functions: 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 3: Minimum seven (7) years of Customer Service-related experience required.
Education/Training/Functions: Intermediate level of training with MS Office. Intermediate computer skills (ie: tables and graphics). Serves as first line for escalated member calls, handles introductory supervisory functions. 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).
Senior: Minimum nine (9) years of Customer Service-related experience required.
Education/Training/Functions: Advanced level of training with MS Office. Advanced computer skills training (ie: troubleshooting and technology). Serves as final elevation for escalated member calls, handles advanced supervisory functions. Provides leadership and coaching. At least 1 year experience in a leadership capacity required. Complete BVS courses (number and scope to TBD by Member Experience Senior Leadership). (Complete within 120 days of employment for external, prior to Sr. level for internal). Attend monthly Leadership Development sessions.
Availability: Monday through Saturday, as scheduled.
Physical Demands: The Physical Demands described here are representative of those that must be met by the person in this position to successfully perform the essential functions of the job with or without reasonable accommodation.
1. Sit, Stand, Walk and Bend: While performing the duties of this job, this position is regularly required to sit, stand, and walk about inside the branch. Bending is also sometimes required to reach low cabinets and drawers.
2. Use of Hands/Fingers: To operate a computer, keyboard, mouse and other office machinery such as but not limited to; a calculator, copy machine, and printer. Additionally, this position is frequently required to sit and reach with hands and arms.
3. Speech/Hearing: This position frequently communicates via phone and in person. Must be able to talk to/hear members and educate them on products and services offered at the credit union.
4. Lifting: The ability to occasionally lift up to 25 lbs. is required for this position.
Job descriptions are not intended and should not be construed to be exhaustive lists of all responsibilities, skills, efforts, and working conditions associated with a job. They are intended to be accurate reflections of those principal job elements essential for making fair pay decisions about the value of the job. This job description does not create or constitute the terms of a contract of employment, commitment, or guarantee of employment; TFCU is an “employment at will employer.”
