Job Details

Job Details

Video Teller I/ITM Teller

Job Code Number

401697108

Job Description

Position Type: Full-Time
Work Environment: On-site
Location: Bay City, MI 48706, USA

Job Details

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!

Position: Video Teller

Employment Status: Non-Exempt

Reports to: Contact Center Leader

Position Overview

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.

Essential Duties

"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.

Duties and Responsibilities

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 service tickets to ensure completion and member satisfaction.
Remind members of delinquent payments in a professional and service-oriented manner.
Collect fees as required for services and ensure proper disclosure and processing.
Support onboarding of new members by reinforcing relationships and educating on products and services.
Identify opportunities to deepen member relationships and refer to appropriate partners (Mortgage, Wealth Management, Commercial Services).
Participate in coaching, training, and ongoing professional development activities.
Utilize internal systems, tools, and procedure resources to ensure accuracy and consistency in service delivery.
Collaborate with team members and other departments to support operational efficiency and member experience.
Maintain a clean, organized, and secure work environment while protecting member confidentiality.
Support branch growth and member financial well-being through relationship building, financial education, solution recommendations, and referral.
Build and deepen member relationships by identifying financial needs and recommending appropriate solutions.
Identify and consistently refer products and services that support branch growth objectives, including deposit, digital, lending, mortgage, and investment opportunities.
Maintain Sales, Service, and Education Performance Expectations.
Respond to member inquiries in accordance with Communication Standards and service expectations.
Participate in monthly coaching, training, and professional development.
Attend required education, training, and professional development activities.
Perform other duties as assigned to support branch operations and organizational needs.

Qualifications and Expectations

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the expectations of the person performing this job.

• Demonstrated commitment to achieving organizational, departmental, and individual goals.

• Strong organizational, time management, and attention to detail skills.

• Proficiency with digital tools, core systems, and Microsoft 365.

• Effective written and verbal communication skills.

• Working knowledge of credit union products, services, policies, and procedures.

• Willingness to work flexible hours, attend meetings, and travel as business needs require.

• Commitment to inclusion, belonging, and member financial well-being.

• Effectively apply and maintain financial counseling concepts, gained through America's Credit Unions' Financial Counseling Certification Program (FiCEP), to promote financial well-being.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully

Work Environment

• Must maintain a neat and orderly work area.

• Routinely clean and disinfect work areas (i.e. teller stations, desk surfaces, phones, electronic equipment).

• Protect the confidentiality of credit union staff and members by locking door or removing items from desk/workstation when away.

Education and Experience

• Minimum high school graduate or equivalent

• Working knowledge of all credit union products and service

• One to twelve months similar or related experience

• Experience operating a personal computer

• Must possess excellent interpersonal and written communication skills

• Skills in Microsoft 365

Additional Requirements

Qualifications

Education

Required

High School or better.

Experience

Required

One to twelve months of similar or related experience

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Organization Profile

Employer Name:

Members First Credit Union

Address:

600 West Wackerly

Address Line 2:

City:

Midland

State/Province/Region:

Michigan

Zip/Postal Code:

48641

Description:

Credit Union

Job Summary

Organization

Members First Credit Union

Location

Bay City, Michigan 48706

Job Code Number

401697108

Positions Available

Expiration Date

9/8/2026

O*NET Code

43-3071.00

O*NET Occupation

Tellers

Education Level

High School Diploma/Equivalency

Job Characteristics

Full-time

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Video Teller I/ITM Teller

Job Details

Position Overview

Essential Duties

Duties and Responsibilities

Qualifications and Expectations

Qualifications

Education

Required

Experience

Required

Organization Profile

Job Summary

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