Video Teller Specialist

POSITION SUMMARY

The Video Teller Specialist delivers exceptional member service through Verve’s Interactive Teller Machine (ITM) channel. This role supports members with financial transactions, product education, and service referrals in a digital environment. Specialists are expected to embody Verve’s culture of proactive service, personalized support, and continuous improvement.

POSITION RESPONSIBILITIES

• Facilitate a wide range of member transactions via ITM, including but not limited to deposits, withdrawals, payments, check cashing, and cash advances, while ensuring accuracy, compliance, and a positive member experience.
• Enroll or modify payroll allocations and ACH per member request.
• Order and re-order checks and check cards for members.
• Provide exceptional member service while maintaining confidentiality.
• Identify members’ needs and refer appropriate products and services.
• Actively seek referral opportunities.
• Support the achievement of individual and team sales goals.
• Verify and balance currency, coin, and checks in the cash drawer at the end of each shift.
• Comply with BSA/AML and OFAC regulations relevant to the position.
• Complete all required annual online compliance training.
• Attend required sales, service, and departmental training to enhance skills.
• Demonstrate the Credit Union’s philosophy and adhere to Patch Values in all interactions.
• Foster a culture of solutions, innovation, and continuous improvement.
• Perform all other duties as assigned.

EDUCATION AND EXPERIENCE

• High school diploma or equivalency required.
• One year of financial institution or customer service experience preferred.
• Saturday hours are required on a rotating basis.

KEY COMPETENCIES

• Convey friendliness, professionalism, and enthusiasm through digital channels.
• Demonstrate strong verbal and written communication skills.
• Maintain a service-oriented mindset with a proactive approach to identifying member needs.
• Recognize and act on opportunities to refer relevant products and services.
• Operate ITM systems and core Member Service platforms confidently.
• Demonstrate basic computer literacy (keyboard, mouse, standard software).
• Accurately and efficiently enter and update member financial records.
• Learn and stay current on product offerings and services.
• Perform tasks with precision, especially in fast-paced environments.
• Apply accurate math skills, including handling cash denominations and calculations.
• Work independently with minimal supervision.
• Manage multiple priorities and make sound decisions under pressure.
• Adapt to new systems, processes, and challenges with a problem-solving mindset.
• Adhere to all Federal and Credit Union regulations relevant to the role.
• Read and interpret policies and procedures effectively.
• Uphold digital communication etiquette and professional standards.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• Work Environment: Business office, the noise level in the work environment is usually quiet to moderate.
• Physical Requirements: Ability to sit or stand at a desk the majority of the workday; talk or hear; stand or walk occasionally. While performing the duties of this job, the team member is typically utilizing a computer, keyboard and phone. May occasionally reach with hands and arms; stoop, kneel, and crouch. The employee may occasionally lift and move up to 30 pounds.

WHAT DO WE OFFER?

BENEFITS

• Medical, dental and vision insurances
• Supplemental insurances
• Pre-tax and Roth 401(k) Safe Harbor options
• Flexible spending accounts
• Health Savings Account (HSA)
• Paid time off (PTO)
• Paid holidays, including birthday
• Bereavement and pet leave
• Basic Life/AD&D, short-term and long-term disability coverage at no cost
• Voluntary Life/AD&D
• Employee Assistance Program

The above information has been designed to indicate the general nature and level of work performed by persons within this job this job classification. It is not designed to contain or be interpreted as a comprehensive inventory of all the duties, responsibilities, and qualifications required of persons assigned to this job. Additional duties may be required to perform the job effectively.