Video Customer Support

The Bank of New Glarus • New Glarus, WI

19h • Onsite

About The Position

The Bank of New Glarus Video Customer Support (VCS) acts as the Bank's personal representative with its customers by building strong relationships between the customer and the Bank. They enhance the customer's experience by providing exceptional, professional, and consistent service using the Interactive Teller Machines. VCS in the ITM support demonstrate our customer service standards and are always professional and friendly.

Requirements

• Effective verbal and written communication skills, including listening skills.
• Ability to function within an environment of potential distractions and interruptions which require an ability to remain focused and manage priorities and details.
• Must be comfortable, professional, and friendly on camera with customers via Video Access.
• Ability to multi-task by operating several computer programs at one time.
• Excellent understanding of BNG's on-line system, products, services, and website.
• Good business judgment when waiving fees within established bank guidelines.
• Ability to effectively verbalize ideas and respond to questions from a group of peers, customers, other staff members, and the public.
• Proficient skills with Microsoft Programs and Software.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to complete rate disclosures, ratios, and percentages, and to create and interpret statistical information and graphs.
• Ability to solve practical problems and deal with a variety of concrete variables and situations where only in most cases standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• 10-key calculator, keyboarding, knowledge of personal computer and wide array of software applications.
• High standard of ethics with demonstrated ability to build and maintain discretion and confidentiality.

Responsibilities

• Serves the customer in a professional, courteous, efficient manner through prompt handling of all teller functions and demonstrates our customer service standards with both internal and external customers
• Accepts and handles incoming calls for all BNG branches. Assists customers and/or disperses calls to other locations for assistance
• Answers questions from prospects or customers and maintains good customer relations; directs customers to proper employees for answers to more complex problems and inquiries
• Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures to make on-the-spot decisions including exceptions, adjustments, and overrides.
• Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and solves customer's problems as time permits, referring more difficult situations to the branch staff or appropriate department.
• Performs operational teller activities at the supervisory level.
• Processes detailed and/or complex deposit, IRA, and loan/ lease payments including ability to correct transactions.
• Utilizes the Bank's on-line systems and website to facilitate customers' transactions.
• Identifies cross-selling opportunities, selling new or additional products or services that meet customers' needs, and makes appropriate referrals to other bank areas.
• Prepares necessary disclosures in accordance with the regulatory requirements, including content and timing.
• Helps promote a culture of regulatory compliance and safe and sound financial practices.
• Knows and strictly follows all security, compliance, regulatory, internal control procedures, policies, and laws.
• Be aware of and support the Bank's efforts in meeting the Community Reinvestment Act (CRA).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees