Video Services Specialist/Teller

Video Services Specialist The Video Services Specialist (VSS) is a key contributor to the Credit Union's mission by delivering high-quality service through video interactions and phone-based member support. This role is responsible for addressing a variety of financial needs with accuracy, professionalism, and urgency while identifying opportunities to promote products and services that improve members' financial wellbeing. VSS must demonstrate effective communication, strong problem-solving abilities, and a commitment to member satisfaction. While navigating complex inquiries, they maintain a high level of security, uphold compliance standards, and take ownership of resolution. Adaptability in a fast-paced, evolving environment is essential, along with alignment to the Credit Union's Mission and Core Values. Work flexibility is required, including availability for shifts that fall during opening, closing, weekends, and holidays, depending on business needs. Flexible work arrangements (hybrid or on-site at our East Lansing headquarters) may be available based on departmental guidelines. This position requires working a standard 40 hour week during Video Services hours of operations: Monday-Thursday 8:00am-5:30pm Friday 8:00am-6:00pm Saturdays 9:00am-3:00pm Schedule remains flexible, but consistent and stable. Employees work every other Saturday and receive a consistent day off during the week to offset their hours. Scheduled hours could change based on business need and future department growth. An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment. Starting at $20/hour dependent on experience: 100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays 401(k) with a company match Tuition Reimbursement Up to 12 Weeks of Paid Parental Leave Provide superior service across all member service center channels with high proficiency, accuracy, and professionalism, while maintaining compliance with all federal, state, and MSUFCU regulations and policies. Conduct secure member verification before processing any transactions to prevent fraud and ensure account safety. Ensure member security by accurately verifying identity, reporting suspicious activity, and educating members on fraud prevention best practices. Deliver timely and accurate service to members, primarily via Video Teller and Video Chat platforms, with professionalism, empathy, and urgency. Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals. Maintain strong working knowledge of Credit Union offerings and fintech partner solutions to support member financial wellness. Take ownership of escalated concerns, using sound judgment and de-escalation techniques to resolve complex issues. Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools. Accurately assist with basic financial service requests in compliance with policies and regulations. Support operational changes by adapting quickly to updated systems, procedures, and technologies. Ensure compliance with laws, regulations, and internal controls to minimize risk and safeguard member assets. Participate in training and development opportunities to remain current on Credit Union policies, best practices, and service standards. Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence. Understand the Credit Union's policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations. This position requires a high school diploma or equivalent. Prior customer service experience is preferred. Demonstrated ability to provide exceptional member support across a variety of routine inquiries, including account servicing, transaction assistance, and product information, while meeting departmental expectations for quality, efficiency, and member satisfaction.