Video Services Specialist

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 benefits here

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 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.

Senior Video Services Specialist:

• 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 leadership for increased efficiencies and cost reduction.
• Ability to mentor at every level within the department.

Job Requirements:

Video Services Specialist:

• Demonstrate strong listening skills with every situation maintaining composure and professionalism.
• Strong sales skills with identifiable results.
• Critical thinking and problem-solving skills.
• Effective written and verbal communication skills.
• Skills to assist escalated members, de-escalate and resolve situations.
• Demonstrate resiliency in an ever-changing environment.
• Analytical skills and the ability to work independently.
• Interpersonal skills, handling video calls under pressure while exhibiting empathy.
• Computer navigation skills including the ability to work with Microsoft Suite products.
• Math and general clerical aptitude.
• Ability to multitask and prioritize.
• Attention to detail.
• Ability to be reliable and available to help the membership during assigned schedule.
• Functional knowledge of Credit Union systems, products, services, and procedures.

Video Services Specialist II:

• All the Video Services Specialist knowledge, skills, and abilities.
• Develop an understanding of risk management.
• Functional knowledge of Credit Union systems, products, services, and procedures.
• Build skills to provide support to Video Services employees and support as needed.
• Take initiative to mentor others effectively within the department.
• Advanced sales skills with identifiable results.
• Comprehensive knowledge of Credit Union systems, products, services, and procedures.
• Advanced skills to assist escalated members, de-escalate and resolve situations.
• Advanced analytical skills.
• Work independently and meet deadlines with minimal supervision.
• Advanced ability to make decisions.
• Excellent problem solving and resolution skills.
• Leadership skills and ability to mentor others.

Senior Video Services Member Service Specialist:

• All Video Services Specialist I and II knowledge, skills, and abilities.
• Ability to handle and resolve conflict.
• Leadership skills to maintain Video Services operations in the absence of management.
• Ability to present information effectively to Video Services employees and others.
• Ability to contribute to coworker's development through mentoring and training.
• Enhanced ability to handle escalated member situations and assist other's in doing the same.
• Ability to apply holistic understanding of Credit Union strategies and overarching vision.
• Leadership skills to identify opportunities for training and development needs within the department.
• Perform other duties and assist other employees, as assigned.

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.
• Frequently moves equipment or materials weighing up to 50 pounds for transport between areas of buildings.
• 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.