Video Banker

Video Banker I - Capital City Bank - More than your bank, your banker.

Some Saturdays

9:30 a.m.

- 6:30 p.m.

General Summary

This position will handle video teller transactions of a routine nature via Interactive Teller Machine (ITM) in a courteous and professional manner while providing excellent client service and retention through accurate and expeditious entries. The candidate should focus on strengthening relationships by offering new or additional products and services while keeping in mind some interactions may require deviation from standard screens, scripts, and procedures.

The associate requires above‑average knowledge of the company structure and its products and services to maximize the profit potential of each client via video channels. Associate must have strong team‑oriented verbal communication, ability to handle multiple tasks, and possess strong organizational skills.

All associates at Capital City Bank, Capital City Investments, Capital City Trust Company, and Capital City Home Loans have access to confidential client information and must practice discretion at all times.

• Performs multiple advanced‑teller duties including, but not limited to, account maintenance, deposits and withdrawals, loan payments, check ordering, place hold based on Reg CC guidelines, endorsement verification, debit card maintenance, verification of funds, and end‑of‑day balancing.
• Communicates and conducts transactions with clients via interactive teller kiosk (ITM) with a smile.
• Answers questions by obtaining and maintaining a high level of understanding of products, services, procedures, risks, vendors, and other pertinent information.
• Oversees ITMs by inputting service requests and ensuring timely fixes; monitors repeat service issues.
• Notifies Coordinator and/or Video Banking Experience Manager of any unusual activity.
• Handles unique client requests which require special attention, educating clients on products, services, requirements, risks, and disclosures to prevent recurrence.
• Researches transactions, disputed fees, accounts, signers, and missing transactions.
• Cross‑sells relevant products and services and refers clients to other departments, as appropriate.
• Participates in departmental initiatives for growth and innovation.

Employer determines the essential functions of the job.

All associates must understand and adhere to the non‑negotiable Banker Standards and commit to practicing SGNNT (smile, greet, name, name, thank you) at all times. Associates will consistently follow policies and procedures as established by Capital City Bank, Capital City Investments, Capital City Trust Company, and Capital City Home Loans, with department managers setting the standard.

• Provides additional support to manager and department colleagues.
• Completes research and projects as assigned.
• Completes all assigned/required Bank training within established timelines.

The following KSAs are usually acquired through work experience and/or specialized course(s):

• Must be familiar with Windows computer, mobile apps, and navigating software platforms.
• Ability to exercise sound and reasonable judgment.
• Ability to apply initiative and work with little supervision.
• Ability to prioritize work and multi‑task.
• Ability to communicate effectively and interact positively with others.
• Ability to follow detailed instructions and a wide range of procedures requiring some judgment.

• Minimum high school diploma or equivalent required. Some college preferred. Experience in banking, call center, administration, etc. preferred.
• Successful completion of in‑house training program or other approved training program will be considered.

• Regular contact with clients, associates, and supervisors in an open cubicle environment.
• Communication via video teller technology, phone, e‑mail, and internal messaging systems.
• All video teller transactions recorded; reviewed for monthly quality assurance.
• Multi‑task using several computer applications.
• Fast pace and occasional stressful situations.
• Ability to sit for long periods of time.
• In the rare instance of a…