Video Banker Solution Specialist at PeoplesBank

Holyoke, Massachusetts, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jun, 26

Salary

23.0

Posted On

11 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Video Banking Technology, Transaction Processing, Call Center Operations, Rapport Building, Inquiry Resolution, Product Knowledge, Confidentiality Protection, Compliance Training, Communication, Active Listening, Detail-Oriented, Time Management, Independent Work, Teamwork, Spanish Communication

Industry

Banking

Description

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together! Summary: Join our team as a Video Banker Solution Specialist! In this role you will assist customers and process transactions via video, through our call center and Interactive Teller Machines. Build rapport, provide exceptional service, handle basic transactions, and address inquiries professionally. Flexibility to work weekends and evenings is required. This role is onsite at our corporate headquarters in Holyoke, MA. Essential Duties and Responsibilities: * Facilitate routine transactions (e.g., cashing checks, deposits/withdrawals, transfers, 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 strong 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 correspondence with customers accurately and timely. * Protect privacy and customer 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 with customer inquiries via letters, brochures, and emails. * Direct calls to appropriate bank departments and associates. * Other duties as required. Education and Experience Required: * High School diploma * Minimum 1 year of experience with customer service and handling difficult situations * Experience in a call center and/or banking is highly desired. Skills Required: * Excellent communication skills, including active listening * Detail-oriented and able to assist customers through the ITM process * Ability to analyze and resolve customer inquiries * Professional appearance and behavior, comfortable on camera * Flexibility to work weekends and evenings * Strong time management skills and ability to work independently and as a team * Quick learner of evolving technologies to service customers * Ability to communicate effectively in Spanish Computer / Technical Skills: * Proficient with MS 365 and various electronic delivery channels * Knowledge of internet, mobile banking, and other technologies Work Environment and Physical Demands: The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.

Responsibilities

The specialist will assist customers and process various routine transactions, such as check cashing, deposits, withdrawals, and loan payments, primarily through video technology, call center interactions, and Interactive Teller Machines (ITMs). This role involves managing incoming calls and online requests, resolving customer queries, maintaining product knowledge, and ensuring accurate account maintenance procedures.