Video Teller Specialist bei Greylock Federal Credit Union

Position Title: Video Teller Specialist                                               

Department: Retail Services

Work Arrangement: Hybrid (upon completion of training and onboarding)                                                        

We are guided by our IDEA principles – Inclusion, Diversity, Equity, and Accessibility to support a workforce that reflects our community. Our principles support Greylock’s mission and our goals of building a diverse workforce – reflecting multiple identities – and supporting the diverse communities we serve. We strive to ensure that the spaces in which we work and community members we engage are inclusive. 

To be employed by Greylock Federal Credit Union employees must reside in one of the following states: Massachusetts, New York, Vermont, or Connecticut.

Review of the candidate pool for each opportunity with Greylock Federal Credit Union will begin on the fourteenth day of posting. 

Under the supervision of the Video Teller Services Supervisor, performs a variety of teller transactions and assistance to Credit Union members via remote video connection in conformance with established Credit Union policies, strategies and procedures. 

Key Job Requirements: 

1. Performs any functions, within scope of authority and expertise to provide the highest level of service and responsiveness to the members served by the Credit Union while performing all duties in accordance with prescribed regulatory compliance guidelines and Credit Union policies and procedures. 
2. Accurately processes a variety of member service and teller transactions via video conferencing in accordance with the interactive teller machine procedures and cash handling and safeguards policy. Ability to work independently to assist members virtually with their transaction. Reviews and processes imaged checks, processes cash transactions and balances work. 
3. Serves as a member service representative, providing a variety of limited member service transactions virtually. Assist members with account maintenance, account opening/closing, online banking, stop payments, consumer loans, and debit card disputes. Troubleshoots and reconciles problems and/or complaints referred by members. 
4. Ability to work independently and in a remote location, adhering to security practices and guidelines. Secures work station (lock computer), key-card and maintains confidentiality of member information, in addition to regulatory compliance. Keeps abreast of ongoing changes, specific to job knowledge, through the use of comprehension exercises, questionnaires and training.
5. Performs transaction overrides specific to Video Teller processing, after completing the override comprehension training for Video Teller Specialists - provided by Retail Services.   
6. Participates in sales campaigns through the use and guidance of department directed goals and product knowledge resources. 
7. Actively cross sells and provides information concerning Credit Union products and services in accordance with Credit Union policies. Promotes business development and seeks to broaden member base. Responds to a wide variety of member inquiries via telephone, virtually or video conference chat. Refers members to departments for additional services or information, as applicable. 
8. Possesses a strong understanding of ATM and ITM functions (transaction processing, daily balancing and troubleshooting errors) specific to NCR terminals. 

Related Responsibilities:

9. Uses Greylock’s principles of Relationship Decisioning. 
10. Promotes the Credit Union wherever possible. Encouraged to actively represent the Credit Union in local civic, community and professional organizations. 

The above is a description of the ordinary duties of the position. It should be expected that from time-to-time other duties related and unrelated to the above, may be assigned and therefore, required.

Position Requirements: 

• High School diploma or equivalent. 
• Six months cash handling experience in a financial or service-related position preferred. 
• Good working knowledge of the Credit Union products and services. 
• Ability to efficiently and effectively service a high volume of transactions. 
• Perform as a team player, displaying a positive and professional attitude toward members and co-workers. 
• Ability to work independently and in a remote location.
• Attention to detail and demonstrates strong customer service, organizational, oral and written communication skills. 
• Ability to use various types of office equipment, including proficiency in use of Word, Outlook, and Excel software. 
• Ability to lift up to 25 pounds and sit or stand for a long period of time. 

Supervisory Scope: None

The salary range for this role is $20.00 to $22.34 an hour. This is the salary range we in good faith believe we would pay for this role at the time of this posting. We may pay more than the posted range for exceptionally qualified individuals. An employee’s pay position within the pay band will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience (job and life), skills (specific and transferable), seniority, performance, and business organizational needs. This range may also be modified in the future.

Service and stability: With a history going back to the 1930s, Greylock has served and grown within the Berkshire County community for almost a century, building deep roots in the area and the lives of the members we serve. Now serving over 100,000 members, Greylock is committed to building a team that loves to put others first.

Opportunities to grow: We offer clear career pathways, ongoing training and upskilling, and a supportive culture that invests in your success. Here, your work is purposeful, values-driven, and makes a real impact in our community.

Benefits that work: What’s a great place to work and grow your career with a competitive benefits package to complement it? Greylock’s health benefits, independently benchmarked, are largely market leading. We strive to offer a comprehensive package of value including a suite of health options (2 medical plan options, FSA Medical/Dependent Care, HSA/HRA, dental, vision, wellness), retirement- 401k plans with employer match & employer pension contributions, PTO, employee incentive plans, and an opportunity for profit sharing. We round out the package with employer paid life insurance along with both short- and long-term disability. To meet your individual needs additional life, accident, and critical illness benefits may be elected. We continue to engage with employee feedback and augment our offerings, recently adding pet insurance, and Medicare employee assistance to name a couple.