| Job Title: Video Teller
FLSA Status: Non-Exempt
JOB SUMMARY
The Video Teller is responsible for owning the client experience through the interactive video teller machine (ITM) equipment. The Video Teller processes various teller transactions and handles general account servicing requests; (consumer and business). Actively promotes the Bank’s products and services through ethical, consultative recommendations designed to benefit the customer’s financial health and long-term goals. Actively engaged in daily branch banking transactions; ensures efficiency, security, and compliance with operational policies.
Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.
VIDEO TELLER OPERATIONS
• Provides assistance through ITM video technology in a professional manner.
• Facilitates the ITM process by guiding customers through step-by-step transactions.
• Assists customers with routine transactions, including but not limited to; deposits, withdrawals, transfers, process loan payments, and providing balance inquiries.
• Always protects customer confidentiality and privacy.
• Maintains accurate virtual cash handling, balances at end of day, and reports discrepancies immediately.
• Follows procedures for Regulation CC by ensuing items presented include proper endorsements and evaluates each item for hold placement; if applicable. Ensures required hold documentation is accurate and uploaded to the B-drive in accordance with documentation retention and audit standards.
CUSTOMER EXPERIENCE & SERVICE EXCELLENCE
• Delivers consistent, professional, and engaging customer service in virtual environment.
• Maintains knowledgeable, and friendly on-camera presence.
• Owns client experience from start to finish seeking guidance when applicable.
• Provides accurate information and timely assistance to ensure customer confidence and satisfaction.
• Assist with incoming calls for Call Center as needed.
• Assist with dual control tasks for ITM equipment as needed. (I.e., maintenance, replenish cash)
RELATIONSHIP-BASED PRODUCT & SERVICE RECOMMENDATIONS (CROSS-BENEFITING)
• Promotes the Bank’s products and services using a needs-based, customer-focused approach.
• Engages in conversations by actively listening and identifying appropriate solutions aligned with customer needs.
• Makes recommendations with integrity, transparency, and without pressure.
• Exercises sound judgement in determining when recommendations are appropriate. UNIVERSAL BANKER & BRANCH FUNCTIONS (AS ASSIGNED)
• Processes account maintenance changes upon request to include but not limited to; completes check orders, handles safe deposit box payments, stop payment requests and inquiries,
• Assists with branch opening and closing as needed.
• Travels for lobby coverage as required.
• Assists with teller, vault, and ATM audits as assigned.
• Accepts and processes customer debit card dispute claims, including Regulation E and ACH disputes, ensures accurate documentation, proper system entry, timely submission, and adherence to all regulatory timeframes for Regulation E and Bank policy and procedures.
• Assists Universal Bankers with clearing exception items as needed and ensuring proper resolution in accordance with Bank procedures.
SUPERVISORY RESPONSIBILITIES
This position is not responsible for the supervision of any employee(s).
EDUCATION & JOB QUALIFICATIONS
• High School Diploma or equal certificate.
• At least 1 year of experience in a customer-facing banking role such as Teller, Universal Banker, or New Accounts Representative role.
KNOWLEDGE/SKILLS/ABILITIES
• Working knowledge of retail branch operations including teller, new account, ATM/ITM, and safe deposit functions, and applicable regulations/policies.
• Ability to exercise sound judgment and make timely decisions in alignment with customer service standards, workflows, and Bank policies and procedures.
• Knowledge of First Liberty Bank products and services and the ability to explain them clearly and make ethical, needs-based recommendations.
• General knowledge of ATM/ITM procedures.
• Proficiency with, or ability to learn, banking software applications (TellerNow, Horizon XE, Network Manager, etc.).
• Position is based on video interaction, which requires being comfortable, professional, welcoming and friendly on camera with customers.
• Able to work independently with minimum directions and possess strong problem solving, and conflict resolution skills.
• Must possess strong interpersonal, written, and oral communication skills.
ADDITIONAL ELIGIBILITY QUALIFICATIONS
• Multi-lingual capabilities to include Spanish are a plus.
WORK ENVIRONMENT/PHYSICAL DEMANDS
• Travel – as needed.
• Office working conditions.
• Frequently required to sit for lengthy periods of time.
• Occasionally required to stand, walk, and reach with hands and arms.
This job description is not an inclusive list of all duties and responsibilities of the position. Is to perform any other job-related duties requested by any person authorized to give instructions or assignments. First Liberty Bank reserves the right to amend and change responsibilities to meet business and organizational needs.
EEO/AAP POLICY STATEMENT
First Liberty Bank provides equal employment opportunities to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.
PHYSICAL WORK ENVIRONMENT
The incumbent is in a non-confined office call center environment with an assigned cubicle or workstation while performing this position. The work setting is a controlled indoor environment and may include typical office conditions such as background noise from conversations, telephone usage, and office equipment.
The incumbent, in the course of performing this position, spends time writing, typing, speaking, listening, and lifting up to 15 pounds, carrying, seeing (including close, color, peripheral vision, depth perception, and adjusted focus), sitting for extended periods of time, pulling, walking, standing, squatting, kneeling, and reaching.
The incumbent for this position may operate any or all of the following: telephone/headset, computer terminal, scanner, image systems, printer, copy and fax machines, adding machine (calculator), encoder, money counter, credit card terminal, and related office and banking equipment, or other equipment as directed.
The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this job. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions.
Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
MENTAL DEMANDS
The incumbent in this position must be able to accommodate to reading documents or instruments, customer contact, reasoning, math, language, verbal communication, stress, multiple concurrent tasks, and interruptions.
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