Video Banker 1

City National Bank of WV • Cross Lanes, WV

5d

About The Position

City National Bank is hiring a Video Banker 1 to process customer transactions received through Interactive Teller Machines (ITMs) accurately and efficiently in a fast-paced environment, following established policies and procedures while providing exceptional customer service. ITM transactions are generally basic frontline banking services performed over video from an offsite location for customers using drive-up lanes.

The role assists customers with ITMs and helps them become comfortable and capable using the technology. It performs transactions such as check cashing, deposits, withdrawals, account transfers, and loan payments; balances transactions and cash; investigates discrepancies; and provides professional, confidential service. The Video Banker also maintains knowledge of bank products and services, identifies customer needs and referral opportunities, completes required training, and complies with regulatory, audit, and bank policies.

Department hours are 7:00 a.m. to 8:00 p.m. Monday through Friday and 7:00 a.m. to 5:00 p.m. Saturday. The position may require extended hours, weekends, and some holidays. Work is generally indoors in environmentally controlled conditions, with occasional outdoor work to support ITM hardware. Work may involve sitting, standing, walking, bending, and lifting 5–10 pounds.

Requirements

• High school diploma or equivalent.
• At least 6 months of previous frontline experience.
• Comfort appearing on camera and communicating effectively through video.
• Ability to multitask and work seamlessly and efficiently across several platforms simultaneously.
• Professional dress and demeanor.
• Personal computer proficiency.
• Excellent face-to-face communication and customer relations skills.
• Knowledge of, or ability to learn, the bank’s operating systems, policies, and procedures.
• Strong attention to detail.
• Ability to calmly handle stressful situations.
• Ability to work extended hours beyond the normal workday, including weekends and some holidays.

Nice To Haves

• Experience in a call center or other customer service environment.

Responsibilities

• Assist customers using Interactive Teller Machines (ITMs).
• Educate customers so they are comfortable and competent using interactive technology.
• Perform ITM transactions accurately, efficiently, confidentially, and professionally, including check cashing, deposits, withdrawals, account transfers, and loan payments.
• Balance daily transactions and verify cash totals.
• Investigate and resolve out-of-balance conditions.
• Balance customer transactions across multiple ITMs.
• Provide excellent customer service, resolve problems, and identify customers’ financial needs.
• Maintain a positive and professional attitude.
• Maintain current knowledge of bank products and services.
• Identify opportunities to refer customers to other lines of business, including mortgage, cash management, commercial, and trust.
• Complete all training within predetermined time limits.
• Follow bank regulatory, audit, and compliance policies and procedures.

Benefits

• Paid time off.
• Paid parental leave.
• Medical coverage.
• Dental coverage.
• Vision coverage.
• 401(k) match.
• Comprehensive training programs and ongoing professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED