Position Summary
The Virtual Teller focuses on building member trust and strengthening member relationships through superior service. As the primary contact for inquiries and transactions, the Virtual Teller is charged with embracing an attitude of lifetime learning and excelling in creating the very best member experience. The Virtual Teller’s core authority rests in his/her ability to accurately assess member needs and provide effective solutions in a kind and caring manner.
Duties & Responsibilities
- Serve Texas Tech CU members and employees pleasantly and professionally in accordance with Texas Tech CU core values of Trust, Respect, Excellence, Kindness, and Stewardship.
- Greet and welcome every member in a professional, TREKS manner.
- Answer member requests, inquiries, complaints, and concerns in a timely, accurate, and kind manner whether received in-person, online, or by telephone.
- Complete member transactions through interactive (digital) teller machines (ITM’s).
- Receive and process checks, cash, and mail in payments from members.
- Assist members with completing check orders and changes of address as needed; provide troubleshooting assistance per members’ request.
- Support Texas Tech CU staff in researching and resolving routine member questions, problems or complaints regarding Texas Tech CU products and services.
- Mail, fax, or email documentation as needed.
- Maintain a thorough working knowledge of Texas Tech CU policies and procedures.
- Maintain knowledge of all state and federal regulations that are applicable to Virtual Teller position.
- Attend and participate in job-related training sessions.
- Maintain member confidentiality.
- Ability to adapt to changing organizational and operational needs; may take on additional duties and responsibilities as needed.
Skills & Qualifications
- Must be at least 18 years of age
- High school diploma or equivalent required
- Previous Teller, Customer Service, Retail, or Food Service experience is preferred.
- Experience meeting individual and team goals.
- Ability to build rapport with all members/callers and stay calm under pressure.
- Excellent communication skills, both oral (over the phone) and written.
- Ability to multitask accurately and promptly.
This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.
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