Video Banker Solution Specialist

PeoplesBank • Holyoke, MA

21d • $22 - $34 • Onsite

About The Position

The Video Banker Solution Specialist assists customers and processes transactions through video, the call center, and Interactive Teller Machines (ITMs). The role builds rapport, provides exceptional service, handles routine transactions, and addresses customer inquiries professionally. The position is onsite at the corporate headquarters in Holyoke, Massachusetts, and requires flexibility to work weekends and evenings.

Requirements

• High school diploma.
• At least 1 year of experience in customer service and handling difficult situations.
• Excellent communication skills, including active listening.
• Detail-oriented, with the ability to assist customers through the ITM process.
• Ability to analyze and resolve customer inquiries.
• Professional appearance and behavior, and comfort on camera.
• Flexibility to work weekends and evenings.
• Strong time management skills and ability to work independently and as part of a team.
• Ability to learn evolving technologies quickly to service customers.
• Proficiency with MS 365 and various electronic delivery channels.
• Knowledge of the internet, mobile banking, and other technologies.

Nice To Haves

• Experience in a call center and/or banking is highly desired.
• Ability to communicate effectively in Spanish.

Responsibilities

• Facilitate routine transactions, including check cashing, deposits and withdrawals, transfers, and loan payments, via virtual technology.
• Accept video transaction sessions and respond to customer requests.
• Manage incoming calls and online banking requests, resolving queries as needed.
• Maintain knowledge of bank products, services, procedures, and fees.
• Assist customers with inquiries and escalate issues when necessary.
• Complete required forms and perform account maintenance procedures.
• Handle written customer correspondence accurately and promptly.
• Protect customer privacy and confidentiality.
• Perform transactions using Video Banking technology within established limits.
• Complete yearly compliance training and adhere to regulations.
• Act as an intermediary for departments without customer contact.
• Follow up on customer inquiries via letters, brochures, and emails.
• Direct calls to appropriate bank departments and associates.
• Perform other duties as required.

Benefits

• Excellent compensation.
• Workplace flexibility.
• Competitive benefits package.

What This Job Offers

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