Tower Federal Credit Union is hiring: Video Banker I/II in Pasadena

Video Banker I/II

Location: Annapolis, MD – This is an on‑site role.

Compensation: $19.38 /hr – $24.22 /hr. Signing bonus $1,000 effective 01/20/2024.

Hours: Monday rotating 8:15 am–5:15 pm or 9:45 am–6:15 pm, Tuesday–Thursday 8:15 am–5:15 pm, Friday rotating 8:15 am–5:15 pm or 9:45 am–6:15 pm, Saturday 8:30 am–1:30 pm.

Please complete the assessment link in a separate window for the Video Banker role: http://www.easysimulations.com/dc2/register/signinbyid.aspx?pid=120f90e0-f87f-4afe-b9d0-3ef012a3aa56.

Position Summary

This position is responsible for providing efficient and accurate processing of teller transactions using video technology, Interactive Teller Machines (ITM), in compliance with State and Federal regulations and Tower Federal Credit Union (TFCU) policies. The Video Banker represents the credit union to members via the ITM, delivers exceptional service while working remotely.

Principal Accountabilities and Functions

• Provides engaging member‑centric service through video and chat on the ITM.
• Guides members through the ITM process step‑by‑step.
• Processes teller transactions accurately with the ITM.
• Educates members on using ITM technology.
• Projects positive customer relations and a knowledge of TFCU products.
• Opens new and expands existing member relationships.
• Initiates conversations to uncover member needs, promotes TFCU products, and refers to appropriate staff.
• Maintains up‑to‑date knowledge of credit union products and services.
• Attends training courses to build industry and product knowledge.
• Verifies member identity and account details for all transactions.
• Processes loan payments and other monetary/ non‑monetary transactions.
• Uses multiple platforms within the teller system.
• Aware of member identification and confidentiality risks; attends required security training.
• Completes annual regulatory training (Patriot Act, BSA, OFAC).
• Guides members to appropriate staff for specific assistance.
• Performs related duties as assigned.

Required Qualifications

• High school diploma or equivalent.
• 1–3 years experience in a credit union or related financial institution.
• Demonstrated successful customer service experience.
• Or, equivalent combination of education and experience.
• Refer to career path for level 1‑to‑2 progression.

Competencies

• Effectively serve members with video technology.
• Communicate verbally and explain ITM operations.
• Customer‑service oriented with sincere desire to help members.
• Professional appearance and behavior in the ITM environment.
• Knowledge of personal computer programs and delivery channels.
• Provide instruction in one‑on‑one ITM settings.
• Troubleshoot routine computer and ITM issues.
• Ability to sit for long periods.
• Able to work fast‑paced environment.
• Basic math skills—add, subtract, multiply, divide.
• Reconcile and balance transaction records.
• Read and interpret procedural manuals.
• Follow detailed written and verbal instructions.
• Problem‑solve across complex situations.
• Follow and take instructions.
• Prioritize tasks and complete daily assignments.
• Meet deadlines.
• Arrive at work promptly and routinely.
• Respond to inquiries and complaints.
• Work well with colleagues and supervisors.
• Manage multiple tasks and be a team player.

Working Conditions

• Sit, stand and walk for extended periods; dexterity and vision to operate office equipment.
• Lifting up to 15 lbs with or without assistance.
• Work required hours may extend beyond defined schedule when necessary.

Full‑time, Branch Schedule and/or flexible as required by Branch Administration.