Direct Banker Universal Specialist Multi-Lingual

Capital City Bank Group, Inc.•Tallahassee, FL

83d

About The Position

The Direct Banker Universal Specialist provides client service in both English and Spanish, with a focus on strengthening relationships by offering clients new or additional products and services. The role handles routine incoming and outgoing phone calls and Video Banking teller sessions, with the goal of client satisfaction and retention. Some transactions may require deviations from standard screens, scripts, and procedures. The associate needs extensive knowledge of the company’s structure, products, and services to maximize each client’s potential through video channels, along with strong written and verbal communication, organizational, and multitasking skills. Associates must use discretion when handling confidential client information. This is a cross-trained role covering Direct Banker I – VB and Direct Banker II – VB. Associates are typically expected to spend six months in their primary position and become cross-trained in the second position within one year. The department anticipates that Universal Specialists will regularly work in both capacities to maintain proficiency. The listed hours are Monday through Friday, 8 a.m. to 5 p.m.; the department’s service hours also include evenings and Saturdays. A one-year commitment to the position is required before applying internally for other Bank positions. The role includes advanced teller duties through interactive teller kiosks (ITMs), responding to client requests, researching transactions and account issues, supporting ITM service and repairs, and contributing to departmental growth and innovation. Associates must follow Bank policies and procedures, adhere to Banker Standards, and complete required training.

Requirements

High school diploma or equivalent; relevant experience may substitute for the education requirement.
Good written communication skills.
Sound and reasonable judgment.
Extensive knowledge of bank policies and procedures.
Ability to take initiative and work with little supervision.
Ability to prioritize work and multitask.
Ability to communicate effectively and interact positively with clients and fellow associates.
Ability to follow detailed instructions and procedures that require some judgment.
Successful completion of the in-house training program or another approved training program.
Ability to provide client service in both English and Spanish.
Ability to sit for long periods of time.
One-year commitment to the position before internal posting for other Bank positions is permitted.

Nice To Haves

Previous banking experience is strongly encouraged.
One year of banking or client service experience is preferred.

Responsibilities

Provide client service in English and Spanish by phone and through interactive teller (ITM) sessions.
Provide clients with information about Bank products and services.
Handle routine incoming and outgoing calls and Video Banking teller sessions.
Cross-sell relevant products and services and refer clients to other departments as appropriate.
Originate credit card applications through incoming calls.
Perform advanced teller duties, including account maintenance, deposits and withdrawals, loan payments, check ordering, placing holds under Reg CC guidelines, endorsement verification, debit card maintenance, verification of funds, and end-of-day balancing.
Communicate and conduct transactions with clients via interactive teller kiosks.
Answer client questions using knowledge of products, services, procedures, risks, vendors, and other pertinent information.
Oversee ITMs by submitting service requests, ensuring timely repairs, and monitoring recurring service issues.
Notify the Coordinator and/or Video Banking Experience Manager of unusual activity.
Handle unique client requests, explain products, services, requirements, risks, and disclosures, and help prevent recurring issues.
Research transactions, disputed fees, accounts, signers, and missing transactions.
Back up other areas as needed and assist colleagues during peak periods.
Attend required sales and product training and complete assigned Bank training within established timelines.
Participate in departmental initiatives for growth and innovation.
Follow Bank policies and procedures, maintain confidentiality, and adhere to Banker Standards.