Hybrid Video Operations Specialist na First Community Credit Union

Essential Functions: 

• Provides efficient, effective, and accurate performance of Interactive Teller Machine (ITM) functions while assisting with operational support functions.
• Prepares for daily interactions with a professional mindset and an organized workstation, free of distractions.
• Completes balancing of transactions related to Interactive Teller Machine activity.
• Provides exemplary service by greeting members with a smile and warm tone while serving members with remote transactions including:
  • Properly identifying members as outlined in procedures.
  • Processing deposits to share, share draft, and other savings accounts.
  • Monitoring deposit amounts and examining documents for endorsement and negotiability.
  • Disbursing cash, receiving loan payments and processing transfers between accounts.   
  • Processing checks, determining additional holds or releases, and communicating with members effectively, as necessary.
  • Guiding members through self-service handling of account maintenance requests through digital channels.
  • Facilitates member transactions requiring additional layers of approval, as needed, utilizing sound decision making skills.
  • Actively educates members and cross-sells products and services by asking appropriate questions, uncovering member needs, and recommending the best solution.
• Proficient in Symitar transactions, tracking records, file maintenance, operational procedures, research and Synergy which aides in making recommendations to the Supervisor for workflows that can enhance service delivery.
• Audits new accounts, account changes and membership forms.
• Audits IRA & HSA forms and processes IRA & HSA transactions, provides direction to branch staff as needed to comply with proper IRA & HSA procedures.
• Safe deposit box maintenance, inventory control, auditing and certification as needed.
• Reviews dormant accounts, tracks and reports unclaimed property; Escheat process.
• Via Chat and email, assists branch staff with check negotiation approvals, dormant account overrides and file maintenance changes while adhering to operational procedures.
• Establishes and maintains effective, positive, and professional relationships within the organization, with members, and within the community.
  • Maintains a positive, professional appearance while communicating effectively through on-screen technology.
  • Maintains knowledge of First Community Credit Union products and processes, while advocating our digital channels and always educating members on the ease of these services.
  • Cognizant of organizational goals and the impact of this role to our organization’s success. 
  • Demonstrated ability to maintain confidentiality and privacy of member account information.
  • Ensures member and staff requests and/or questions are promptly resolved.
• Establishes and maintains effective communication with management and within the organization.
  • Attends and participates in all meetings as required.
  • Keeps reporting manager informed of any significant problems or concerns.
  • Assumes responsibility for related duties as required or assigned.
  • Supports change and Management.

Base Expectations:

• Responsible for maintaining a flexible schedule consisting of extended weekday hours and/or Saturday hours.
  • Hours will typically be limited to 40 hours a week, including any Saturday rotation.
  • Maintain punctuality while adhering to the assigned work schedule.
• Be willing to perform any duty as assigned.
• Be able to handle different situations; i.e., demonstrating versatility.
• Recognize/listen to staff and member requests and/or concerns and identify their needs.
• Follows all policies and procedures regulated by the credit union, including guidelines for preventing fraud and robbery, as well as governmental policies and procedures.
• Learns and applies new technology.  Stays abreast of ITM enhancements, including process improvement and procedures.
• Has excellent oral and written skills and the ability to analyze accounts with attention to detail.
• Completes required compliance training in a timely manner and complies with all regulations within scope of the position.
• Adheres to the requirements of the Bank Secrecy Act, OFAC, USA PATRIOT Act and anti-money laundering regulations.
• Able to use 10-key, PC, telephone, and other related business equipment and application software and platforms.
• Ability to multi-task, with the video calls taking priority over all other duties assigned.

Working Conditions: 

• Occasional lifting, carrying, pushing, and pulling of items weighing up to 60 lbs.
• Potential exposure to the threat of violence at any time.
• Occasional business travel may be required.
• Sitting or standing for extended periods of time may be required.
• Repetitive motions and extensive keyboarding may be required.

Company's website: www.myfirstccu.org

** First Community Credit Union is an equal opportunity employer. We are committed to diversity, equity and inclusion. All qualified individuals are encouraged to apply and will be given full consideration for employment regardless of race, color, age, sex, religion, veteran status, national origin, sexual orientation, disability or any other classification protected by applicable federal, state or local law. Applicants may request reasonable accommodation to participate in the application process. Equal opportunity employer, including protected Veterans and individuals with disabilities.