Retail Channel - Virtual Teller

• Serves customer in a professional and exceptional, courteous, efficient manner through prompt handling of all teller functions.
• Perform regular teller’s transactions through electronic/remote interactions in compliance with bank policies and procedures.
• Answers questions from prospects or customers and maintains excellent 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 knowledge of operating and security procedures in order to make on-the-spot transactions.
• Multitasks by working with multiple software programs concurrently to complete a transaction, and communicating with more than one customer concurrently.
• Identifies cross-selling opportunities, selling new or additional products or services that meet customers' needs, and makes appropriate referrals to other bank areas.
• Performs end of day balancing according to procedures.
• Adheres to security, audit, and compliance requirements.
• May act as a mentor/trainer to new Virtual Tellers.
• Communicates customer comments, issues and requests to the appropriate branch/department.
• Clearly communicates the proper use of the Virtual Teller Station, handling customer's objections and anxiety to new technology.
• Promotes benefits of the technology and ensures a positive experience.
• Other duties maybe assigned.

EDUCATION AND EXPERIENCE:

• Associate or bachelor’s degree in business administration or related field required.

• One (1) year of customer service, call center or sales experience required.

• Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.

• Excellent customer service, interpersonal, problem-solving and documentations skills required both verbal and written.

• Requires good telephone etiquette, listening and communication skills.

• Understanding of banking or financial products and services preferred.

• Detail oriented and able to manage multiple priorities required.

• Computer proficiency required. Knowledge of MS Office and other business applications preferred.

• Bilingual, English and Spanish required.

• Availability to work any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.