Interactive Member Service Representative

Credit Union 1 is looking for a tech-savvy and member focused Interactive Member Service Representative (IMSR) to join our team! Our IMSR's delivers exceptional, accurate, and efficient member service through Interactive Teller Machines (ITMs) across Alaska using video and digital platforms. Serving as the primary point of contact in a virtual branch environment, this role performs a full range of teller transactions while creating a seamless and engaging member experience.

This position is a great fit for an individual who enjoys learning new technology and systems, values making connections, and works well independently in a fast-paced environment.

This position is located on the 2nd level of our DeBarr Branch (4020 DeBarr Rd.)

Pay Range:

Interactive MSR - $21.38 - $28.96

Senior Interactive MSR - $22.60 - $31.75

ESSENTIAL JOB FUNCTIONS:

Member Service & Transaction Processing

• Deliver prompt, accurate, and professional service through ITM video interactions.
• Ensure all transactions are completed with a high level of accuracy, efficiency, and attention to detail.
• Maintain a professional and engaging presence during all member interactions.
• Confidently address member concerns or hesitation related to virtual service channels.

Member Engagement & Relationship Building

• Build trust and rapport through personalized virtual interactions.
• Identify member needs and recommend appropriate products and services.
• Promote Credit Union 1 products, services, and digital solutions aligned with member goals.
• Follow up on member inquiries and opportunities to support a complete financial relationship.
• Communicate with member feedback, trends, and service opportunities to leadership.

Digital & Virtual Service Delivery

• Educate members on the use and benefits of ITMs and digital banking tools.
• Efficiently navigate multiple systems, video platforms, and transaction tools simultaneously while maintaining accuracy and efficiency.
• Troubleshoot basic technical or transaction issues in real time.

Problem Solving & Operational Efficiency

• Independently resolve routine and complex member inquiries using sound judgment.
• Research and address discrepancies, escalating when appropriate.
• Balance daily transactions and complete end-of-day procedures.
• Support a positive team environment and contribute to continuous improvement initiatives.

Compliance & Risk Management

• Perform all transactions in compliance with Credit Union 1 policies and regulatory requirements.
• Identify and elevate suspicious or irregular activity.
• Responsible for abiding by and complying with the policy for compliance with the Bank Secrecy Act and anti-money laundering laws and regulations (BSA/AML) and the policy for compliance with office of foreign assets control laws and regulations (OFAC). Follow established security, audit, and operational procedures.

QUALIFICATIONS:

• High school diploma or equivalent required.
• Minimum one (1) year of customer service, teller, or financial institution experience preferred.
• Strong verbal and written communication skills; effective and confident communication is essential for virtual service delivery.
• Comfortable working on camera in a professional setting.
• Demonstrated ability to multitask and navigate systems efficiently.
• Strong problem-solving skills and ability to work independently.
• Basic technical proficiency, including typing (minimum 35 WPM) and standard office equipment use.
• Ability to adapt in a fast-paced, performance-driven environment.
• Commitment to delivering exceptional member service aligned with Credit Union 1’s mission and values.

COMPETENCIES:

• Technical
  
  Skills:
  
  Ability to confidently navigate multiple systems, video platforms, and transaction tools simultaneously while maintaining accuracy and efficiency.
• Problem Solving: Ability to identify member needs, resolve issues efficiently, and elevate when necessary
• Virtual Presence & Communication
  :
  Demonstrate professionalism, confidence, and engagement in a video-based environment. Communicate clearly and effectively, building trust and rapport without physical interaction.
• Member-Centric Mindset
  :
  Consistently prioritize the member’s experience by delivering personalized, solution-oriented service that builds long-term relationships and trust.
• Adaptability & Initiative
  :
  Quickly learn and apply new systems, procedures, and service techniques. Excel in a fast-paced, evolving digital environment.
• Attention to Detail & Accuracy
  :
  Maintain precision in transaction processing, documentation, and adherence to procedures.
• Sales & Service Awareness
  :
  Recognize opportunities to recommend products and services that align with member needs and organizational goals.
• Regulatory Compliance
  :
  Understand and adhere to BSA/AML, OFAC, and internal policies, ensuring all activities meet regulatory and risk standards.

BENEFITS AT CU1:

At Credit Union 1, we believe in life balance, which means supporting our employees both at work and when away. Eligible positions enjoy a comprehensive benefits package designed to promote overall wellbeing-…