MSU Federal Credit Union · 6 hours ago
Video Services Specialist
East Lansing, Michigan, United States
Full-time
Hybrid
Entry, Mid, Senior Level
$18/hr - $18/hrMSU Federal Credit Union is focused on providing exceptional member experiences, and they are seeking a Video Services Specialist. This role involves engaging with members primarily through video technology to assist them with their accounts and financial goals while ensuring a professional and friendly interaction.
Financial Services
Responsibilities
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
Qualification
Required
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
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
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
Benefits
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
Company
MSU Federal Credit Union
Founded in 1937, MSU Federal Credit Union (MSUFCU) has remained committed to helping members achieve financial success and stability through every stage of life.
Founded in 1937
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
April Clobes (She/Her)
President/CEO
Seth Kissling
VP of Lending Partnerships
Recent News
thesaasnews.com
2025-09-23
2025-09-19
2025-09-19
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