Video Teller Coordinator

This position must provide unsurpassed service experiences and build member relationships by effectively suggesting appropriate Credit Union solutions while answering member questions, resolving issues, and conducting transactions through our Interactive Teller Machine (ITM) system. It will be responsible for monitoring and coordinating ITM activities, troubleshooting issues, and training staff. The role requires analytical and technical skills to address questions and issues related to electronic services and to ensure a smooth, efficient banking experience for members.

• Answer video transmissions via the ITM in a timely and professional manner.
• Guide members through self‑service handling of account transactions and maintenance requests.
• Process paying and receiving transactions as needed, and fill in on the teller line when assigned.
• Facilitate member transactions that require additional approval, as needed, using decision‑making skills. Assist with approving and evaluating transactions for others and providing overrides as required.
• Participate in the filling of ITMs and ITM maintenance, as required.
• Monitor check deposits via the ITM and determine whether additional holds are needed.
• Serve as the subject‑matter expert and provide direction and assistance for specific functions of the ITM.
• Create, maintain and update procedures related to ITMs.
• Conduct training of ITM staff and assist the Branch Manager in developing effective employees through training, coaching, evaluating, motivating, and goal‑setting.
• Achieve and maintain all required performance goals and quality measurements.
• Complete scheduling of Interactive Teller Specialists to assure appropriate coverage.
• Assist with interviews and the hiring process.
• Process Oil & Gas Leases and foreign items for all branches.
• Adhere to the clean desk policy to secure member information and follow opening and closing procedures.
• Follow procedures to process returned mail, updating addresses with verification and contacting members for verification, while noting any red flags.
• Assist Spanish‑speaking members when applicable.
• Remain informed, alert, and vigilant regarding fraud and/or scam activity.
• Ensure consistent presence and active participation at all ITM installations to support successful execution and alignment with organizational goals.
• Serve as a member of the IRA questions team.
• Perform all other duties as assigned.

• Knowledge of:
  • Credit Union products and services, including check hold processes and procedures
  • Microsoft Office Suite
  • Technology and various software programs
  • Paying and receiving functions, policies, practices, standards, and computer transactions
• Ability to:
  • Read and interpret a variety of instructions furnished in written, oral, diagram, and schedule form
  • Provide accurate and thorough answers to member questions via ITM
  • Prepare for daily interactions with a professional mindset and an organized workstation, free of distractions
  • Write routine reports and correspondence and speak effectively before members and employees
  • Maintain confidentiality and professionalism
  • Carry out Credit Union mission, philosophies, values, and practices
• Skill in:
  • Strong verbal and written communication
  • Effective, efficient service via video, digital banking messages, e‑mail, and live chat forums
  • Participation in a productive team environment

Pursue opportunities for professional growth and development through training, education, and self‑study.

Successfully complete all applicable compliance training and testing.

A minimum of one year up to three years of similar or related experience, including preparatory experience.

A high school degree or equivalent.

Regular attendance and timeliness are essential functions of this position. The employee is regularly required to sit or stand for a significant period of time and perform functions that require manual dexterity. The employee must occasionally reach above or below normal body position, stoop or bend, and carry, lift, or move objects weighing up to 25 pounds.…