Video Teller

Northwest Bank • Muncie, IN

5d

About The Position

The Video Teller enhances the customer experience by providing friendly, professional service, explaining products and services, and building customer relationships through the Interactive Teller Machine (ITM). The position processes customer transactions, balances a drawer, handles inquiries and problems, and identifies appropriate opportunities to offer products or refer customers to other areas. Video tellers use bank systems, electronic delivery channels, and department-specific software while following company policies, security procedures, and applicable regulations. The role is eligible for a shift differential and may require work outside normal business hours and on Saturdays.

Requirements

• High school diploma or equivalent.
• Less than two years of customer service experience.
• Less than two years of bank-related operational support experience.
• Less than two years of sales experience.
• Previous teller experience.
• Less than two years of computer and technology experience.
• Ability to establish effective working relationships, collaborate with team members, solve problems, and participate in decision-making.
• Ability to communicate ideas and information clearly and concisely, orally and in writing, in a manner suited to the audience.
• Ability to listen actively, share information, and facilitate the open exchange of ideas.
• Ability to plan and track work toward goals and use time and information effectively.
• Ability to make sound decisions using perceptive and analytical processes and good judgment in ambiguous situations.
• Strong interpersonal and communication skills.
• Strong math skills, attention to detail, and ability to work under pressure while processing multiple transactions accurately.

Responsibilities

• Serve customers professionally and courteously through video while multitasking across computer programs.
• Listen to customers, identify their needs, explain Northwest products and services, and provide appropriate advice.
• Identify cross-selling opportunities, offer products or services that meet customer needs, and make referrals to other areas; meet referral goals if assigned.
• Independently resolve issues using problem-solving skills and make on-the-spot decisions, including exceptions, adjustments, and overrides, in accordance with authority and security procedures.
• Use bank systems to process transactions efficiently and accurately and balance the drawer.
• Resolve complex and non-routine inquiries about company policies and procedures; research and address customer problems, referring difficult situations to branch staff or the appropriate department.
• Use electronic delivery channels, including ITMs, electronic banking products, and the company website, to facilitate transactions.
• Maintain knowledge of line-of-credit teller activities and other advanced teller work, including complex deposits and loan payments.
• Explain Northwest policies and procedures to customers.
• Comply with company policies and procedures and applicable federal and state regulations.
• Use Microsoft Office, computer applications, and department-specific software to work efficiently.
• Work as part of a team and use on-site equipment.
• Complete other duties and special projects assigned by management.
• Follow safety and loss-prevention rules, perform work safely, report injuries to a supervisor, and know emergency procedures.

Benefits

• Eligible for a shift differential.

What This Job Offers

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