Video Banker 1

City National Bank • Cross Lanes, WV

6d

About The Position

City National Bank is hiring a Video Banker to process customer transactions received through Interactive Teller Machines (ITMs). The role handles basic frontline banking transactions over video from an offsite location, supporting customers in drive-up lanes. It requires accurate and efficient transaction processing in a fast-paced environment, adherence to bank policies and procedures, and a commitment to exceptional customer service.

The Video Banker helps customers use ITMs and become comfortable with the technology, processes transactions professionally and confidentially, balances activity across multiple machines, and resolves discrepancies. The role also involves identifying customer needs, maintaining knowledge of bank products and services, referring customers to other business lines, completing required training, and following regulatory, audit, and compliance requirements.

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. Work is generally performed indoors in environmentally controlled conditions, with periodic outdoor work to support ITM hardware. The employee may sit, stand, walk, bend, and lift 5–10 pounds. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

Requirements

• High school diploma or equivalent.
• At least 6 months of previous frontline experience.
• Comfort appearing on camera and ability to communicate effectively through video.
• Ability to multitask and work 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 handle stressful situations calmly.
• Ability to work extended hours beyond the normal workday, including weekends and some holidays.
• Ability to perform work that may involve sitting, standing, walking, bending, and lifting 5–10 pounds.

Nice To Haves

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

Responsibilities

• Assist customers with Interactive Teller Machines and educate them on using the technology.
• Process ITM transactions efficiently, accurately, 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.
• Deliver 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 mortgage, cash management, commercial, and trust lines of business.
• Complete required training within predetermined time limits.
• Follow bank regulatory, audit, and compliance policies and procedures.
• Support ITM hardware outdoors periodically.

Benefits

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

What This Job Offers

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