Video Services Specialist

Video Services Specialist

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.

This position is able to work hybrid with certain days onsite at our East Lansing Headquarters.

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.

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

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.

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 in safety and security of account while minimizing loss to Credit Union.

Advanced abilities in the trouble shooting of Visa products to expedite service for members.

Understand and explain complex information, such as compounded interest as related to Visa credit cards.

Support members who have experienced fraud by taking necessary steps resulting in protecting member

Identify when compromising account is necessary; work with ease to complete this without error.

Expedite advanced loan servicing without error.

Represent the department on Credit Union committees while sharing knowledge and present information from collaborative groups, committees, and department shadows to peers and management.

Assist others in handling escalated member situations and take appropriate action to resolve them.

Educate employees on skills such as card services, written correspondence, and global thought process.

Troubleshoot and resolve issues with programs and platforms used in Video Services.

Master all Video Services Specialist I and II duties and responsibilities.

Process new account applications independently and offer additional products and services.

Review applications and provide decision-making assistance to others for new accounts.

Take ownership of complex transactions with confidence, knowledge, and creativity.

Consistently offer products and services to members, resulting in the achievement of sales goals as identified for the position while assisting others to achieve sales goals.

Fully understand and effectively communicate with members about products, their features, benefits, uses, and ability to apply it when offering products.

Demonstrate understanding of complex membership requests including adding joint parties to existing accounts.

Establish new membership for the Credit Union, resulting in effective onboarding that meets the new members goals independently.

Ability to finalize new account applications, taking ownership of the process and communicating with members independently.

Deliver new account denials in a courteous and effective manner independently.

Participate in presenting topics of instruction at department meetings for the benefit of peers and leadership.

Contribute to coworker's development and culture throughout the department.

Lead and actively support others through trainings, promotions, decision-making, and risk assessment.

Be a known resource in the department by having a strong depth of knowledge surrounding Credit Union products, services, policies, and procedures, which includes a proficient level of understanding and application of account fraud situations.

Assist members and coworkers with greater depth of knowledge of products, services, and procedures.

Advanced skills in de-escalating member situations independently and take appropriate action to achieve desired outcomes.

Share knowledge and present information from collaborative groups, committees, and department shadows

Assist with the training of others.

Recognize and seek opportunities to assist others with complex issues.

Identify opportunities and make suggestions for process improvements.

Develop, monitor, and garner participation for Video Services promotions to support Credit Union goals.

Support Credit Union direction while helping others understand the purpose.

Engage and motivate others in achieving personal and Video Services goals.

Act as an in-charge person within Video Services in the absence of management.

Help peers to adapt to internal and external changes of business strategies, structures, procedures, and technology.

Share advanced knowledge of new accounts and specialty accounts independently while actively mentoring others.

Assume risk and utilize limits commensurate with the level while mentoring coworkers in Credit Union philosophy.

Evaluate department and Credit Union processes and procedures and offer suggestions to