Teller, Customer Service​/HelpDesk

Description

The teller function of the job has extensive contact with customers and the public. The candidate for this job needs to have cash handling experience and good customer service skills and will perform a variety of customer services while processing transactions and cross‑selling products and services. This candidate will also provide customer interaction with an Interactive Teller Machine (ITM) via video camera and telephone communication.

The customer contact via video camera and telephone will come from multiple ITM locations with requests and inquiries regarding customer accounts. The candidate for this job will need to have a high level of customer service and the ability to multitask by providing a variety of customer services, processing transactions and cross‑selling products and services.

• Maintaining a cash drawer within guidelines (teller function only)
• Using a computerized system for customer verification, gathering relevant information to complete transactions, validating information and performing the following Video Teller banking functions while ensuring they are in accordance with bank processes and procedures
• Responding to customers’ needs in various ways while cross‑selling bank products and services
• Processing checking, savings, and loan transactions
• Replenishing and/or balancing ITM and performing ongoing maintenance
• Handling high volume of inbound customer service calls, providing excellent customer service with each customer interaction
• Using the telephone headset, camera, and remote ITM and equipment
• Utilizing the on‑line computer system, involving various computer programs and systems
• Answering deposit, operations and loan questions
• Assisting electronic banking customers with login issues and other questions
• Handling requests from customers for check orders
• Entering computer data and input verification
• Educating customer on the use of the ITM and providing technical support while utilizing the video banking technology
• Reporting malfunctions of the Video Teller equipment or ITM to a manager promptly
• Receiving checks and cash for deposit, verifying amounts, and examining checks for endorsements
• Placing holds on accounts
• Working extended hours when necessary or needed
• By virtue of workflow, may be required to perform other duties as assigned

• Excellent internal and external customer service skills
• Good organizational skills
• Cash handling experience
• Team player
• Office machine skills (computer, copier, fax, phone, etc.)
• Ability to understand and explain all retail products and services to sell bank products and services, and to respond to customer inquiries, with an ability to meet the customer’s needs quickly.
• Positive, upbeat, friendly attitude and team player in fast paced environment
• Good voice quality in tone, pitch, rate, inflection, volume and enunciation
• Process banking transactions in a professional, accurate and efficient manner while dealing with a variety of on-screen interactions
• Problem solving skills
• Consistent telephone communication skills, complaint handling ability
• Previous customer service experience in retail or banking
• Working bank product knowledge preferred
• Good customer service skills to promote excellent internal customer service
• Good keyboarding skills
• Enjoy people and technology
Flexible with duties, hours worked
• At least 90 days in current position required