Video Services Specialist/Teller

Position Summary:

The Video Services Specialists is a key contributor to the Credit Unions mission by delivering high-quality service through video interactions and phone-based member support. This role is responsible for addressing a variety of financial needs with accuracy, professionalism, and urgency while identifying opportunities to promote products and services that improve members' financial wellbeing.

Video Services Specialists must demonstrate effective communication, strong problem-solving abilities, and a commitment to member satisfaction. While navigating complex inquiries, they maintain a high level of security, uphold compliance standards, and take ownership of resolution. Adaptability in a fast-paced, evolving environment is essential, along with alignment to the Credit Union's Mission and Core Values.

Work flexibility is required, including availability for shifts that fall during opening, closing, weekends, and holidays, depending on business needs.

Work Arrangement: Flexible work arrangements (hybrid or on-site at our East Lansing headquarters) may be available based on departmental guidelines.

Schedule:

• This position requires working a standard 40 hour week during Video Services hours of operations
• Monday-Thursday 8:00am-5:30pm
• Friday 8:00am-6:00pm
• Saturdays 9:00am-3:00pm
• Schedule remains flexible, but consistent and stable.
• Employees work every other 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 benefits here

Essential Duties & Responsibilities:

Video Services Specialist I:

• Provide superior service across all member service center channels with high proficiency, accuracy, and professionalism, while maintaining compliance with all federal, state, and MSUFCU regulations and policies.
• Conduct secure member verification before processing any transactions to prevent fraud and ensure account safety. Ensure member security by accurately verifying identity, reporting suspicious activity, and educating members on fraud prevention best practices.
• Deliver timely and accurate service to members, primarily via Video Teller and Video Chat platforms, with professionalism, empathy, and urgency.
• Identify and sell products and services, provide personalized financial education to enhance member experience, and achieve individual and departmental goals.
• Maintain strong working knowledge of Credit Union offerings and fintech partner solutions to support member financial wellness.
• Take ownership of escalated concerns, using sound judgment and de-escalation techniques to resolve complex issues.
• Troubleshoot and support member issues related to debit/credit cards, online banking, mobile banking, and digital tools.
• Accurately assist with basic financial service requests in compliance with policies and regulations.
• Support operational changes by adapting quickly to updated systems, procedures, and technologies.
• Ensure compliance with laws, regulations, and internal controls to minimize risk and safeguard member assets.
• Participate in training and development opportunities to remain current on Credit Union policies, best practices, and service standards.
• Assist members with fraud and dispute resolution, ensuring protection of accounts and building member confidence.
• Enable mobile wallet functionality through proper verification procedures for Visa products.
• Understand the Credit Unions policies and procedures to ensure compliance and accountability for managing operational risks. Adhere to established internal controls and procedures to safeguard assets, prevent fraud, and maintain the integrity of credit union operations.
• Perform other duties as assigned.

Video Services Specialist II:

• Execute all duties of a Video Services Specialist with consistent quality and efficiency.
• Handle complex member transactions and troubleshoot advanced issues across card services, digital banking, and loan servicing.
• Use strong critical thinking to explain complex financial topics in a member-friendly way.
• Support escalated member situations and assist team members in de-escalation and resolution.
• Participate in knowledge-sharing across committees, peer groups, and internal initiatives.
• Assist with onboarding and mentoring team members by sharing expertise and modeling best practices.
• Responsible for finalizing new account applications, communicating with members throughout onboarding, and proactively following up to promote additional products and services.
• Review and process new account applications, including professionally communicating account approvals and denials.
• Serve as a subject matter contact in specialized areas such as card services, written correspondence, or system troubleshooting.
• Continue developing in-role expertise while contributing to team goals and overall service excellence.
• Perform other duties as assigned.

Senior Video Services Specialist:

• Deliver consistently high performance in all responsibilities of VSS and VSS II roles, as measured by service, sales, and compliance metrics.
• Provide expert-level support in managing complex member inquiries, including new account setups, escalations, and account compromise situations.
• Mentor and support team members through training, procedural transitions, and promotional development.
• Facilitate the onboarding process for new members and guide them through advanced product selection based on financial needs.
• Serve as a Helpline resource and point of contact for internal peer guidance on procedures, systems, and escalated scenarios.
• Deliver presentations or training segments at team meetings, supporting knowledge growth and procedural clarity.
• Recommend process improvements to leadership, leveraging firsthand insights to improve member service and operational efficiency.
• Actively foster a collaborative team environment that promotes inclusion, communication, and continuous learning.
• Act as a departmental subject matter expert in key operational areas, including fraud response, account handling, and system troubleshooting.
• Perform other duties as assigned.

Job Requirements:

Video Services Specialist:

• This position requires a high school diploma or equivalent.
• Prior customer service experience is preferred.
• Demonstrated ability to provide exceptional member support across a variety of routine inquiries, including account servicing, transaction assistance, and product information, while meeting departmental expectations for quality, efficiency, and member satisfaction.

Video Services Specialist II:

• This position requires a high school diploma or equivalent.
• Experience in member/customer service, retail banking or financial institution.

Senior Video Services Member Service Specialist:

• This position requires a high school diploma or equivalent.
• Demonstrated expertise in complex member service scenarios, including escalations, fraud response, and advanced account management, with a proven track record of meeting or exceeding service, sales, and compliance metrics.
• Strong mentoring and leadership capabilities, with experience supporting team development through training, onboarding, peer coaching, and delivering knowledge sessions or procedural updates.
• Ability to serve as a subject matter expert and internal resource, offering procedural guidance, recommending process improvements, and promoting a collaborative, solutions-focused team environment.

Competencies

• Core Competencies that must be demonstrated by all Credit Union employees include Communicate, Navigate Change & Evolve, Solve Problems & Make Decisions, Plan, Prioritize, and Achieve, and Collaborate.

Physical Demands & Work Environment:

• May be required to remain in a stationary position for an extended period.
• Ability to operate standard office technology, equipment, and tools, which may include many hours of computer and phone usage.
• Occasionally needs to move about inside of an office area.
• Frequently needs to move about inside or outside of an office area.
• Exposure to potentially hazardous conditions, i.e. robbery. Receives detailed instructions and procedures to be followed to minimize the exposure.
• This position requires onsite presence at the employees assigned location for all scheduled shifts.
• This position can work in hybrid or onsite working arrangements.

Disclaimer:

• Please note this job description is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and MSU Federal Credit Union reserves the right to change this position description and/or assign tasks for the employee to perform, as MSUFCU may deem appropriate.
• MSUFCU is an affirmative-action, equal-opportunity employer.
• To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform essential job functions.