Description
Position Summary:
The Video Services Specialist provides a comprehensive member experience while working with members. They are responsible for engaging with members and prospects primarily over video, and other support technology as needed. The position requires sound judgment, professionalism, integrity, accuracy, and expediency in assisting members. Additionally, this position is responsible for providing an exceptional virtual member experience by assessing member needs and providing members with a convenient way to manage their accounts and meet their financial goals.
This position requires working during Video Services hours of operations, including Saturdays. Hours could change based on business need and department growth.
Work Arrangement: This position is able to work hybrid with certain days onsite at our East Lansing Headquarters.
Schedule:
This position requires working a standard 40 hour week during Video Services hours of operations
Monday-Friday 8:00am-6:00pm
Saturdays 9:00am-3:00pm
Schedule remains flexible, but consistent and stable.
Employees work every third Saturday and receive a consistent day off during the week to offset their hours.
Scheduled hours could change based on business need and future department growth.
An offer of employment with MSU Federal Credit Union and affiliates is contingent upon the agreed work arrangement (onsite/hybrid/remote) and work location. MSU Federal Credit Union may or may not be able to accommodate temporary or permanent changes to work arrangements or allow employment outside the city and/or state of residency in which the new hire resides at the time of offered employment.
Compensation & Benefits:
Starting at $18/hour dependent on experience
100% Company-Paid Health, Dental, Vision, Life, and Long-Term Disability Premiums
Up to 26 days of PTO within your first year, as well as Volunteer Time Off & 11 Paid Holidays
401(k) with a company match
Tuition Reimbursement
Up to 12 Weeks of Paid Parental Leave
Learn more about our benefitshere
Essential Duties & Responsibilities:
Video Services Specialist I:
Assist members with a friendly, professional manner and support the Credit Union's mission statement.
Follow established procedures to verify members' identities properly.
Demonstrate adaptability and positivity when faced with complex situations.
Analyze, research, and resolve member's concerns and discrepancies.
Maintain appropriate availability relevant to skillset.
Utilize knowledge, judgment, and Credit Union procedures to protect members and the Credit Union from loss.
Actively participate in Credit Union initiatives and promotions and achieve assigned goals.
Manage time efficiently and take the initiative within the department; seek opportunities to develop or enhance knowledge.
Provide exceptional member service while listening for cross-sell opportunities, deepening member relationships, and responding to verbal and non-verbal cues.
Actively complete referrals, establishing methods for follow-up, while following up with current members to promote new products and services and meet individual goals via video software.
Answer questions through technology, address concerns, and problem-solve for members via Video; this includes interactions through other channels such as e-Message Center and phone.
Establish relationships with members and seek opportunities to offer products and services.
Record detailed notes to document member interactions, complex situations, and transactions.
Process member transactions and complete requests with accuracy and a sense of urgency.
Answer incoming digital contacts through Video in a timely and professional manner.
Communicate internally and externally the value of video technology, promotion and benefits and ensuring a positive experience.
Use systematic approach and application of knowledge, tools, and resources to adapt to internal and external changes; adopt these new business strategies, structures, procedures and technologies.
Actively participate in training activities within the Video Services department and with Learning Development to ensure compliance with Credit Union policies, state and federal regulations, and laws.
Follow safety and security procedures regarding emergencies, third party access to secure areas, and communicate suspicious activity to management.
Perform all Video Services Specialist essential duties and responsibilities.
Video Services Specialist II:
Master all the Video Services Specialist duties and responsibilities.
Establish new membership for the Credit Union, resulting in effective onboarding that meets the new members goals and offering additional product and services with support from others.
Ability to finalize new account applications, taking ownership of the process and communicating with members with support from others.
Deliver new account denials in a courteous and effective manner with support from others.
Communicate with members through the new account onboarding process and actively follow up to secure discuss additional products and services.
Knowledge of credit reports, interviewing and information gathering for Credit Union policies, guidelines, and state and federal regulations for new accounts.
Interview members and ask detailed questions to provide solutions that balance member needs with Credit Union risk.
Advanced knowledge in processing transactions such as international currency orders, in depth technical
support of card related requests, troubleshooting electronic services, and utilizing specialized systems.
Consistently offer products and services to members, resulting in the achievement of sales goals as identified for the position.
Responsible for initial processing of fraud and dispute scenarios related to Visa products; ensure members are confident... For full info follow application link.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
