Interactive Specialist (Video Personal Banker)

Job Description: Responsible to the Interactive Manager for providing timely and exceptional support experiences to members. The role focuses on assisting members with their financial needs via the Video Banking platform while providing a consistent approach to service delivery, timely and accurate execution of processes and achieving desired experience goals.

Team members will work in a fast paced, dynamic video call center environment supporting members staff by video, chat and email. Responsible for accurately assisting members with their financial transactions on share and loan accounts as requested and providing information to members regarding membership, new accounts, loans and all other services of the Credit Union through the Direct Teller Machines.

Responsible and Accountable for:

• Provide engaging member-centric service to members virtually via Video Banking Solution
• Professionally provide first call resolution by assisting members and potential members with requests; answer questions about products and services including loan products; recommend products that will benefit the member.
• Processing transactions using Video Banking solution - deposits, withdrawals, loan payments, opening accounts, loan applications, etc.
• Building relationships with members
• Referring credit union products and services
• Problem solving issues that may occur with software
• Achieving individual and team goals
• Provides timely, accurate and energetic support to members
• Responds to internal and external requests via telephone, email, fax or written correspondence relating to products, policies, procedures and credit union services
• Review and monitor e-Funds alerts for possible fraudulent activity, research reinvestigation requests and correct discrepancies
• Deliver an exceptional member experience through ITM technology. The experience will include accurate and efficient transaction processing and friendly and professional service delivery.
• Ability to consistently follow check processing protocols and make accurate, independent decisions on items presented
• Responsible for processing member financial transactions including deposits, withdrawals, loan payments, transfers, and check cashing.
• Meeting/Exceeding KPIs and departmental quality service standards
• Individual performance metrics to include using “available” time effectively, consistently maintaining low “work” and “unavailable” percentages, while meeting interaction standards
• Fostering strong partnerships across the organization to ensure member experience goals are achieved.
• Engage in surfacing process or policy improvement which furthers the credit unions mission and the support of our members
• May be called to assist via the phone channel
• Sales and service responsibilities include identifying opportunities to sell credit union products; meeting/exceeding aggressive sales, cross-sell and funding goals; providing prompt, accurate and courteous responses to members; making financial recommendations; processing various complex financial transactions; effectively educating members basic financial literacy components and Chartway’s products and services.
• Maintain a thorough knowledge of all products and services with the understanding of their features and benefits, as well as their processes, guidelines, and procedures.
• Demonstrates an attitude of service to internal and external members, projecting a professional and friendly image at all times.
• Perform other duties as assigned by supervisor.