Video Teller I​/ITM Teller

Video Teller

Members First Credit Union is seeking a Video Teller to join our new Bay City Branch! In this newly created role, you will support members through our Interactive Teller Machines (ITMs) and deliver exceptional service across video, digital, phone, and in-branch channels. Do you enjoy helping people navigate technology while supporting their financial journey? Apply and play an important role in creating outstanding member experiences in our Bay City branch.

We strive to create an atmosphere of belonging with no judgment, just opportunity. We are interconnected to each other, and when we embrace our true authentic selves, we are stronger. We will empower you to be the best version of yourself while helping you to flourish in work and life. Come join us to help create thriving communities!

Non-Exempt

Reports to:

Contact Center Leader

The primary purpose of this position is to assist Members First Credit Union to deliver on its mission, vision, and brand promise. You will do this by living out our core values in every service contact to both internal and external members. At the heart of our Employee Value Proposition lies the belief in purpose, belonging, and joy, fostering a culture where every team member feels invested and encouraged to make a meaningful impact in the lives of others.

• "We empower people in their journey of wellbeing"

• Deliver high-quality member service across ITM/video banking, phone, digital, and in-branch support channels.

• Process member financial transactions including deposits, withdrawals, transfers, loan payments, and check processing with a high degree of accuracy.

• Assist members with account inquiries, maintenance, and updates, including balances, histories, and contact information.

• Support digital banking services, including online banking, mobile app usage, Bill Pay, mobile deposit, and other self-service tools.

• Troubleshoot debit and credit card issues and assist with card-related inquiries.

• Ensure proper member identification and authentication for all transactions and service requests.

• Provide timely resolution to member inquiries with a focus on first-contact resolution and excellent member experience.

• Communicate professionally and effectively with members and team members through video, phone, email, and messaging platforms.

• Identify member financial needs and recommend appropriate Credit Union products and services.

• Promote and support adoption of digital and self-service banking solutions.

• Maintain compliance with all security, regulatory, and internal policies, including BSA requirements.

• De-escalate member concerns and resolve issues with professionalism and care.

• Adapt to changing schedules, service channels, and business needs, including evenings, Saturdays, and varied shifts as required.

• This position is an in office role.

• Successfully obtain Certified Credit Union Financial Counselor (CCUFC) designation through America's Credit Unions within first year of service with M1.

The following statements are intended to describe the general nature and level of work being performed by this position. It is not intended to be an exhaustive list of all duties, responsibilities, and skills required of this position. Other duties may be assigned to meet business needs.

• Engage members through ITM/video banking technology to complete transactions and provide account support.

• Process and balance ITM/ATM transactions, including cash handling, check deposits, adjustments, and end-of-day balancing.

• Research and resolve transaction discrepancies, including overages/shortages, in partnership with Finance and branch teams.

• Handle member inquiries across multiple channels (phone, video, digital messaging) and provide accurate, timely responses.

• Assist members with loan payments, including external loan payments when applicable.

• Process check orders, cashier's checks, and other service-related requests in accordance with procedures.

• Complete daily operational tasks such as check processing, document handling, notifications, and record maintenance.

• Follow up on unresolved member requests and internal…