Virtual Member Service Associate (virtual Teller)

Join Our Team!

At Gesa, we believe in the power of our people. Coming from all walks of life, our team members' individual stories and unique experiences are our most valuable asset. But it's how we come together, igniting our collective compassion and commitment to empowering our communities, that makes us succeed. Because we know we go further when we go together. Here you can join a team who is passionate about serving others, has a desire to do good, and shares a deep love of people. You can engage in meaningful work that impacts your community. You can challenge yourself and grow in your career. And, you can rest assured that your wellbeing and prosperity are our priority.

Role Summary

The Virtual Member Service Associate (VMSA) uses exceptional customer service skills to provide an engaging member experience via Gesa's Interactive Teller Machines. VMSAs have an in-depth knowledge of our products and services, banking policies and procedures, and financial literacy to serve as a resource to our members. The VMSA actively looks for opportunities to deepen member relationships while performing teller transactions, account maintenance, and other member needs. Virtual Member Service Associates are proactive in referring, following-up, and guiding members through their ITM experience.

What You Will Be Doing

1. Provide exceptional member service.
2. Solve problems, take ownership of member concerns, provide prompt resolutions, and follow-up.
3. Have a core understanding of financial literacy and be able to discuss it with members.
4. Demonstrate an up-to-date and comprehensive knowledge of all credit union products, services, policies, and procedures.
5. Offer appropriate products and/or services to deepen member relationships and refer to other team members as appropriate.
6. Meet or exceed established service levels, job performance, referral, and organizational goals.
7. Constantly adapt to changing priorities with a positive attitude.
8. Ensure Interactive Teller Machines are always working properly.
9. Perform transactions and service requests on member accounts in an accurate and timely manner.
10. Accurately follow all Interactive Teller procedures and balance your virtual drawer at the end of every day.
11. Issue, record, and file monetary instruments and reports in accordance with the Bank Secrecy Act.

About You

Professional written and verbal communication. Make sound decisions that minimizes risk in a timely manner. Ability to ask open-end and clarifying questions to understand member needs and deepen relationships. Display professional interpersonal skills to relate effectively to members, the public, colleagues, and all levels of leadership.