Video Member Service Representative Part-time

Apple Federal Credit Union
Fairfax, VA
Oct 12, 2017
Oct 16, 2017
Accountant, IT
Full Time
Job Duties Under general supervision but following established policies and procedures performs a broad range of member service activities in person through video by mail and or by telephone Answers questions concerning services provided by the credit union from members while quickly and efficiently processing transactions Must possess excellent interpersonal communication skills and the ability to represent the credit union in a courteous professional manner Ability to engage with members begin a conversation build rapport and handle objections Responsibilities Represents the credit union to the member through remote video access or when required represent in person by mail or by telephone in a courteous professional manner Gives prompt efficient and accurate service in the processing of all transactions such as deposits withdrawals and account transfers Balances checks and cash to daily cash received vouchers Maintains a working knowledge of all video teller and remote ATM machines Effectively helps members when requested remotely by for assistance Receives loan payments checks and cash for deposit into membersa savings and or checking accounts verifies amount and examines checks for proper endorsement negotiability and inputs information into the computer system Provides membera s basic account information on loans and share products or existing accounts as needed Under the direction of Member Solutions Center MSC management contacts members in regards to deposit accounts loan applications and other products as directed Inputs comments and records member activity in the Synapsys CRM as needed Refers members to other branch staff as appropriate Stays abreast of and follows all Apple FCU products services policies and procedures Meets all internal training requirements for this position including Remote Video Teller and MSC Phone Agent training Identifies opportunities for cross selling and offers Potential Sales Opportunities PSOa s as presented in Synapsys and refers members accordingly Able to work as a remote video teller with the ability to instruct members on how to use the video teller and remote ATM machines This includes a general knowledge of branch layouts where this technology is present Adheres to Apple FCU Security Policy CTR and SAR reporting negotiable items procedures Refers questionable transactions to immediate supervisor Remains cognizant of and adheres to credit union policies and procedures and regulations pertaining to the Bank Secrecy Act Performs other Member Services and clerical duties as assigned by the MSC Management Staff Qualifications all required unless otherwise noted High school diploma or equivalent GED Minimum twelve months financial institution or cash handling experience Must have the ability to multi task Excellent oral and written communication skills Must be able to perform the role of a Video Teller Teller or MSC phone agent Ability to project friendly positive attitude through video Including positive facial expressions and posture Excellent interpersonal and member customer service skills Ability to work in a remote teller environment and displays self professionally through video Ability to learn and cross sell credit union products and services Attention to detail Proficient in the use of Symitar for posting teller transactions and inquiries on deposit and loan accounts PC proficient including Microsoft Word Windows Ability to function in a financial institution video and or call center environment and utilize standard office equipment including but not limited to PC fax copier telephone postage machine etc Satisfactory credit and background Hours Monday a Friday TBD Saturday twice a month am a pm

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