CLASSIFICATION: Non-exempt
REPORTS TO: Director of Client Care Services
JOB DESCRIPTION
Summary/Objective
Provides prompt and superior customer service during the client interaction. Enhances the client’s experience through video transmission, using multiple software programs from our centralized Virtual Teller Center. Will support and demonstrate Service Beyond Expectations, Begins with Me service standards.
Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able and willing to work flexible work shifts to accommodate the extended operating hours and business needs of the Virtual Teller Center. Range of hours worked will include 7:20 a.m. to 6:40 p.m. Monday through Friday and 7:40 a.m. to 2:10 p.m. on Saturdays.
- Promptly performs routine banking transactions such as deposits, checks, payments, and correcting transactions.
- Assists clients in many aspects of their accounts directly and indirectly through referrals including account inquiries, products, and services, online and mobile technology and marketing campaigns.
- Clearly communicates the proper use of the interactive teller machine, handling client anxiety to new technology and their questions and objections.
- Promotes the benefits of technology and ensures a positive experience.
- Effectively uses position authority in order to make on-the-spot decisions including exceptions, providing solutions, adjustments and overrides.
- Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and resolves client’s issues/questions/concerns as time permits, referring more complicated and timely situations to the branch staff and/or appropriate department.
- Performs end of day balancing according to procedures.
- Follows operational procedures including bank security in order to protect client and bank assets.
- Meets or exceeds minimum personal referral goals and contributes to Virtual Teller Center goals.
- Accurately completes information on systems and forms to mitigate exposure while ensuring service delivery and quality.
- Will make our promise of “Service Beyond Expectations” Begins with Me real and believable by following our defined principles.
Other Duties
- Adheres to all policy and procedures, security, audit and compliance of the company.
- Other duties as assigned.
Skills/Abilities
- Remains up to date and educated on software, systems, products, services, marketing campaigns, and policy and procedures.
- Must be high-energy, service minded employees who are driven to be the best.
- Utilizes various bank software programs, intranet site, and website to facilitate client’s transactions.
- Must be comfortable and friendly on camera. Proficient and comfortable with technology devices and services.
- Able to effectively communicate with clients through video in a professional and friendly manner.
- Must be professional and friendly at all times.
- Multitasks by working within multiple software programs concurrently to process a transaction while interacting with a client.
- Works well independently and able to prioritize.
- Strong organizational skills and detail-orientated with high degree of accuracy.
- Effective problem solving skills to resolve issues.
- Comfortable and confident in a centralized service and sales environment and ability to work closely with fellow Virtual Tellers and Contact Center Representatives.
- Demonstrated excellent typing and computer skills.
- Excellent written and verbal communication skills.
Supervisory Responsibility
This position does not have supervisory responsibilities.
Work Environment
This job operates in an office setting, the opportunity to telework is not available. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Office environment with job duties conducted via telephone, face to face meetings, and on the computer.
Physical Demands
This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.
Travel
Travel is not currently required for this position.
Education and Experience
- High School Diploma or equivalent.
- Prior retail banking experience preferred.
- Prior customer service experience preferred.
Equal Employment Opportunity/M/F/disability/protected veteran status
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
