Video Banker Solution Specialist

Summary: Video Banker Solution Specialist is responsible for remotely servicing customers and processing transactions through our call center and at designated/assigned bank locations via Interactive Teller Machines, following established policies and procedures. They build a rapport with customers to provide exceptional service, handle basic teller transactions, address inquiries professionally and escalate issues to Senior Specialist or Management when necessary. Flexibility to work weekends and evenings, along with regular dependable attendance is required.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

* Ability to remotely via virtual technology facilitate routine transactions such as cashing checks, making deposits/withdrawals, transfers, loan payments, account balance inquiries. Effectively utilize computerized systems for customer authentication, information gathering/validation.

* Accepts video transaction session via Video Banker Interactive Teller Machines and provides responses to customer request. Must be comfortable being on camera at all times.

* Manage incoming calls and online banking customer requests, resolving partner or internal department queries as needed, requiring foundational understanding of banking operations, guidelines and products.

* Maintains a strong working knowledge of all bank products, services, procedures, and fees. Understands and applies transaction policies and procedures.

* Assists customers on the phone with inquiries, escalated issues, or follow-up items to appropriate business unit on customer's behalf.

* Accurately completes all required forms and performs a variety of product and account maintenance procedures.

* Handles written correspondence to/from customers via iBanking, WebMail, InfoBox, etc. Responds in a timely manner with accuracy.

* Maintains established department service levels for VideoBanker Associates, including live service time and session targets.

* Protects privacy and customer confidentiality.

* Performs by means of Video Banking technology, transactions available in the TellerNow interactive teller application. Understands and applies established limits to transactions.

* Completes all yearly compliance training and testing and adheres to bank, federal, and state regulations. Adheres to departmental and bank-wide service standards.

* Acts as an intermediary for departments that do not have contact with customers.

* Follows up with customer inquiries by sending letters, brochures and emails.

* Answers, screens, and directs calls to bank departments and associates if the call is to be handled outside of the Customer Solutions Center. Uses knowledge and experience to determine best location to route calls.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience:

High School diploma required. A minimum of 1 year of experience working with customers and handling difficult situations with customers. Experience in a call center and/or banking highly desired.

Skills needed:

* Excellent communication skills including active listening. Ability to speak and communicate clearly through an interactive technological channel such as video screens and microphones

* Detail and service-oriented and able to help customers through the interactive ITM process.

* Ability to maintain up to date knowledge of banking policies.

* Ability to analyze and resolve customer inquiries.

* Ability to maintain a professional appearance and behavior, and is comfortable, friendly and confident in the ITM video environment.

* Flexibility to work weekends and evenings, along with regular dependable attendance.

* Ability to work independently and as a team with excellent time management skills..

* Ability to independently and effectively resolve all customary and usual service inquiries.

* Ability to quickly learn and effectively use various types of evolving technologies to service customers.

Computer Skills: Knowledge of various personal computer programs ( MS 365) and various electronic delivery channels. Proficient with internet, mobile banking, and other technologies

Work Environment and Physical Demands:

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.

Associates are scheduled 37.5 hours/weekly and will be required to be on a weekend rotation (Sat and Sun)

This position is onsite and will require FT availability for the following operating hours of the department

Sunday: 10:00AM-2:00PM

Monday: 8:00AM-7:00PM

Tuesday: 8:00AM-7:00PM

Wednesday: 8:00AM-7:00PM

Thursday: 8:00AM-7:00PM

Friday: 8:00AM-7:00PM

Saturday: 8:00AM-2:00PM