Virtual Teller

Black Hills Federal Credit Union is dedicated to improving the lives of its members through a cooperative structure. The Virtual Teller role involves providing various services related to teller transactions, member services, and digital support, while ensuring accurate account maintenance and member education on products and services.

Responsibilities

• Assist members through the ITM to determine the nature of the request and whether to transact the member's request or refer the member to the proper staff person
• Responsible for accurately balancing a virtual cash drawer
• Perform teller and member service functions daily as needed
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the MSR function
• Responsible for requesting members bring accounts positive and to minimum required balances
• Responsible for and requesting members make payments on delinquent loans and over-the-limit credit card balances
• Responsible for providing account information, performing limited account maintenance, researching transactional inquiries, and other member service-related functions following Credit Union procedures and policies
• Educate and inform members of all BHFCU products and services, and cross-sell when applicable using the ENGAGE model
• Make referrals when appropriate
• Maintain account accuracy by working various reports, workflows, and projects as requested
• Remain current on changes within the legal, regulatory, economic, competitive, and technology environments that may affect the teller, member service, cards, or digital services functions
• Perform other duties as may be assigned

Skills

• High school level of language, math and reasoning skills
• Zero to two years relevant experience with equal responsibilities or communicating via virtual technology
• Ability to understand and follow complex written and oral instructions and disseminate that knowledge in a clear and understandable format to others
• Ability to interact positively with co-workers, management, and the public to promote a team effort and maintain a positive attitude even under extreme pressure
• Ability to prepare and maintain confidential records and reports
• Ability to produce a high volume of work in a timely manner that is accurate and of high quality
• Ability to prioritize work
• Ability to handle multiple tasks
• Ability to analyze out of balance situations, statistics and financial data, gather, assemble, correlate, and interpret facts and develop solutions
• Ability to work within precise standardized guidelines with some latitude to make decisions and take initiative to resolve problems or unique circumstances
• Ability to serve members quickly and efficiently in an ITM Center environment
• Ability to use a rational and organized approach to completing tasks
• Working knowledge and delivery of the ENGAGE model
• Working knowledge of laws and regulations affecting member service transactions
• Working knowledge of the credit union's products and services
• Working knowledge of organization's policies/procedures and credit union's service philosophy
• Working knowledge of safety and security program for false alarms, robberies, bomb threats and extortion
• Working knowledge of credit union's in-house computer system, Internet, and any other software programs
• Working knowledge of general ledger accounts pertinent to the department
• Working knowledge of opening and closing procedures
• Ability to communicate verbally and in writing with staff, members and vendors
• Limited mobility required
• Requires the ability to work flexible hours
• Must be capable of climbing/descending stairs in an emergency situation
• Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator
• Must be able to routinely perform work on a computer for an average of 6-8 hours per day
• Must be able to work extended hours whenever required or requested by management
• Must be capable of regular, reliable and timely attendance
• Must be able to perform job functions with supervision and work effectively either on own or as part of a team
• Must be able to read and carry out various instructions and follow oral instructions
• Must be able to speak clearly and deliver information in a logical and understandable sequence
• Must be able to perform basic mathematical calculations with extreme accuracy
• Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public
• Must be able to perform responsibilities with composure under the stress of deadlines/requirements for extreme accuracy and quality and/or fast pace
• Must be able to effectively handle multiple, simultaneous, and changing priorities
• Must be capable of exercising the highest level of discretion on confidential matters
• Six months or more relevant experience as ITM MSR I or in a similar role
• Assist in on-the-job training for new team members
• Demonstrated ability to provide support for more junior team members
• Demonstrate an elevated level of job knowledge in each of the job knowledge areas mentioned above
• Demonstrate proficiency in skill areas outlined in the ITM MSR II expectation guidelines

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