Virtual Teller

Full time position- This position is ONSITE.

Employees in this position work onsite at a MoneyLine Contact Center location and will also be assigned banking center face to face customer interaction shifts at one of our retail banking centers to maintain teller skills and customer-facing experience. Until the Virtual Teller business grows and ITM volume becomes more consistent, flexibility is required to support other contact center needs, including Personal Banker responsibilities for MoneyLine and/or Vio Bank as well as providing onsite support should it be needed due to operational needs.

Key Responsibilities

• Assist customers through the ITM while providing a professional, welcoming, and customer-focused experience.
• Process customer transactions efficiently and accurately while following all bank policies, procedures, and regulatory requirements.
• Maintain and balance cash drawers in the banking center and ITM environment, as required.
• Handle inbound queue calls and assist new and existing customers with banking products, services, and account inquiries.
• Rotate between Virtual Teller duties and Personal Banker responsibilities for MoneyLine and/or Vio Bank based on business needs.
• Participate in ongoing banking center onsite training and customer-facing work to support skill development, teller readiness, and business needs.

Required Shift: 7am to 4pm M-F/w Rotating weekends

This is a full-time, onsite position that requires assigned shifts at a designated contact center location and banking center shifts for teller training, customer-facing experience, and continued skill development. The role includes rotating weekends, including Saturday and Sunday. Shift differentials are available for certain weekday and weekend hours: $5.00/hour on Saturdays from 1:00 p.m. to 6:00 p.m. and Sundays from 12:00 p.m. to 4:00 p.m.

Position Requirements

• • Ability to work onsite in a MoneyLine Contact Center environment while providing phone-based and live video-based customer service.
  • Ability and willingness to work assigned banking center onsite shifts for training, customer-facing experience, operational support and ongoing skill development.
  • Ability to work at different buildings or locations, including the Reno disaster recovery site, when required for business continuity or disaster recovery situations.
  • Strong customer service skills, including the ability to handle escalated, detailed, and in-depth conversations professionally.
  • PC skills with the ability to toggle between multiple systems, along with strong typing, computer, and 10-key skills.
  • Outgoing, assertive, confident, and able to maintain an enthusiastic and professional presence on video and in person.
  • Strong attention to detail, organizational skills, work ethic, integrity, and ability to contribute to a positive team environment.

Qualifications

Preferred Skills:

• Previous experience in customer service, contact center, retail sales, or banking environment.
• Experience handling inbound queue calls, assisting customers through multiple systems, or supporting phone-based customer service.
• Experience supporting customers through video, digital banking, or other virtual service channels.
• Previous cash handling experience in a banking or retail environment, including balancing and reconciling a drawer and processing cash transactions.
• Knowledge of banking products, services, and procedures.
• Proficiency with Microsoft applications, including Word, Outlook, and Excel.
• Bilingual skills in fluent verbal and written Spanish are a plus. Bilingual assessment required; if passed, an additional $2.00 per hour may apply.

Essential Functions

• Provide professional, accurate, and courteous customer service through live video, telephone, and in-person interactions.
• Assist customers with routine banking transactions, account questions, product and service inquiries, and problem resolution.
• Operate Interactive Teller Machine technology and related banking systems to support real-time video-based customer transactions.
• Process financial transactions accurately, including deposits, withdrawals, transfers, payments, and other teller-related services, while following established procedures.
• Maintain the security, confidentiality, and accuracy of customer information and banking transactions.
• Balance cash drawers, reconcile transactions, and follow cash handling procedures when assigned to a banking center or ITM-related duties.
• Navigate multiple computer systems while communicating with customers and documenting information accurately.
• Identify customer needs and provide appropriate information or referrals for banking products and services.
• Follow all bank policies, procedures, compliance requirements, security protocols, and regulatory standards.
• Work assigned onsite shifts at the MoneyLine Contact Center and designated banking center locations, including rotating weekends and business-continuity assignments as needed.
• Maintain a professional appearance, tone, and presence during video-based, phone-based, and face-to-face customer interactions.
• Collaborate with team members, supervisors, banking center staff, and other departments to resolve customer needs and support daily operations.
• Participate in training and maintain the skills necessary to perform both Virtual Teller and Personal Banker responsibilities.
• Adapt to changing business needs, including rotating between contact center, virtual teller, and banking center support responsibilities.

Some of the many reasons to join our team include: 

• Comprehensive compensation package-medical, dental, vision, paid holidays, tuition reimbursement, 401(k), and more!
• On the job training
• Friendly business casual atmosphere
• Eligible for a Sign on Bonus ($750.00) less applicable taxes 
• Eligible for a Anniversary Bonus after (1yr- $1500 & 3yr- $5,000) less applicable taxes