Video Service Representative

Our Mission

We help people improve their lives financially and support the communities we serve.

We help people improve their lives financially and support the communities we serve.

Are you passionate about providing exceptional member service and helping people find the right financial solutions? 7 17 Credit Union is looking for a Video Banking Member Service Representative to join our team and provide personalized, one-on-one service to members through our video banking and live chat technology.

In this role, you will serve as a trusted first point of contact for members who may be visiting one of our branches, interacting with us remotely, or transitioning from a digital experience to a personal video conversation. You will assist with account services, consumer loans, electronic services, and other member needs while creating a welcoming, professional, and personalized experience.

The ideal candidate is someone who enjoys technology, communicates confidently through video, has strong attention to detail, and genuinely wants to help people. We believe in helping first and selling second
, while identifying opportunities to connect members with products and services that can improve their financial lives.

• Greet, welcome, and assist members and prospective members through our video banking platform in a prompt, enthusiastic, professional, friendly, and respectful manner.
• Serve as a single point of contact for members needing assistance at other branches or remote locations.
• Educate and guide members on how to use video banking and other digital services while creating a positive member experience.
• Assist members with scheduled video banking appointments and unscheduled inquiries.
• Use needs-assessment skills to understand member needs and recommend appropriate 7 17 Credit Union products and services.
• Assist members with video check deposits and other routine account servicing needs.
• Issue and assist with qualification for debit cards.
• Assist members with remote delivery services, including setup, demonstrations, troubleshooting, and reporting service issues.
• Assist with direct deposit, payroll transfers, and ACH transactions.
• Assist members with lost or stolen debit/credit cards, card fraud, and other fraud-related concerns.
• Order checks and assist with other routine account maintenance requests.
• Open and close the computer terminal and maintain accountability for assigned drawer numbers and daily balancing.
• Maintain strong knowledge of Credit Union products, services, technology, and resources.
• Open, maintain, change ownership of, and close a variety of consumer deposit accounts, including:
  • New Membership Accounts
  • Checking Accounts
  • Club Accounts
  • Certificates of Deposit (including IRA CDs)
  • Money Market Accounts
  • Powers of Attorney
  • Custodial, Representative Payee, and Guardianship Accounts
  • Health Savings Accounts
  • Traditional and Roth IRAs
  • Deceased Memberships
• Assist members with consumer loan applications and related processing, including:
  • Visa Credit Cards
  • Unsecured Personal Loans
  • Share-Secured Loans
  • Auto, motorcycle, boat, RV, and other title-secured loans
  • Home Equity Loans and Lines of Credit
• Gather information and documentation needed for loan underwriting and credit decisions.
• Prepare consumer loan closing documents, conduct loan closings, process loan disbursements, and complete post-closing follow-up.
• Communicate with members regarding loan application status, underwriting conditions, approvals, denials, and required documentation.
• Assist members with questions, concerns, complaints, research, and problem resolution, escalating issues to the appropriate department when necessary.
• Maintain strict confidentiality of member information and Credit Union business.
• Remain compliant with all Credit Union policies, procedures, regulations, and applicable requirements.
• Meet or exceed established relationship-building, referral, and production goals, including opportunities involving deposits, loans, checking accounts, payment protection, retirement and investment services, electronic services, and other Credit Union products.
• Maintain proficiency with the Credit Union's core processing system, video banking platform, remote delivery services, and other technology required to perform the position.
• Demonstrate 7 17 Credit Union's core values of mutual respect, honesty, trust, integrity, empathy, partnership, and teamwork in every member interaction.

• Excellent communication and interpersonal skills.
• Strong customer or member service skills with a genuine desire to help others.
• Comfortable communicating with members through video and digital technology.
• Strong attention to detail and accuracy.
• Ability to maintain confidentiality and protect sensitive member information.
• Ability to learn and explain financial products, services, and technology.
• Strong problem-solving and follow-up skills.
• Ability to work independently while also contributing to a team environment.
• Professional appearance and…