Video Teller

Northwest Bank • Muncie, IN

6d

About The Position

The Video Teller enhances the customer experience by providing friendly, professional service, offering products, and building customer relationships through the Interactive Teller Machine (ITM). The role uses bank systems and electronic delivery channels to process transactions accurately, balance a drawer, explain policies and procedures, and resolve customer inquiries, including complex or non-routine issues. Video tellers may need to work outside normal business hours and on Saturdays. The position is eligible for a shift differential.

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, plus previous teller experience.
• Less than two years of computer and technology experience.
• Ability to establish effective working relationships with team members and participate in problem-solving and decision-making.
• Ability to communicate ideas and information clearly and concisely, orally and in writing, in a manner appropriate to the audience.
• Ability to listen actively, share information, and facilitate an open exchange of ideas.
• Ability to plan and track personal work toward specific goals and use time and information effectively.
• Ability to make sound decisions using perceptive and analytical processes and good judgment in uncertain situations.
• Strong interpersonal and communication skills.
• Strong math skills, attention to detail, and the ability to work under pressure, process multiple transactions, and maintain accuracy.

Responsibilities

• Serve customers professionally and in a friendly manner through video while operating multiple computer programs.
• Listen to customers to determine their needs, explain Northwest products and services, and provide appropriate advice.
• Identify cross-selling opportunities, recommend products and services that meet customer needs, and refer customers to other areas of Northwest; meet assigned referral goals.
• Work independently to resolve issues and make on-the-spot decisions, including exceptions, adjustments, and overrides, using knowledge of operating and security procedures.
• Use bank systems to process transactions efficiently and accurately and balance the drawer.
• Resolve complex and non-routine inquiries about Northwest policies and procedures, researching and addressing customer problems when time permits and referring more difficult situations to branch staff or the appropriate department.
• Use electronic delivery channels, including the ITM, electronic banking products, and company website, to facilitate customer transactions.
• Maintain working knowledge of line-of-credit teller activities and other advanced teller activities, including complex deposits and loan payments.
• Explain Northwest policies and procedures thoroughly and reasonably to customers.
• Work outside normal business hours and on Saturdays when required.
• Comply with Northwest policies and procedures and applicable federal and state regulations.
• Use Microsoft Office, computer applications, and department-specific software to make effective use of technology and improve efficiency.
• Work as part of a team and with 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

• Shift differential

What This Job Offers

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