Video Teller

Job Description

The Video Teller enhances the customer experience by assertively caring for our customers through providing excellent service, product offerings, and expanding relationships through the use of the Interactive Teller Machine (ITM). This position is eligible for a shift differential.

Essential Functions

• Serve the customer in a comfortable, professional, and friendly manner through video and possess the ability to multi‑task by operating several computer programs at one time.
• Build customer relationships by actively listening to determine needs while explaining Northwest products/services and advising the customer accordingly.
• Identify cross‑selling opportunities, selling new or additional products or services that meet customers’ needs, and make appropriate referrals to other areas within Northwest; meet or exceed all related referral goals, if assigned.
• Work independently using effective problem‑solving skills to resolve issues; effectively use position authority and knowledge of operating and security procedures in order to make on‑the‑spot decisions including exceptions, adjustments, and overrides.
• Able to effectively utilize bank systems to efficiently and accurately process business and balance drawer.
• Resolve complex and non‑routine inquiries concerning Northwest policy and operating procedures; research and solve customer’s problems as time permits, refer more difficult situations to the branch staff or appropriate department.
• Possess advanced knowledge of and utilize electronic delivery channels including but not limited to the ITM, electronic banking products and company website to facilitate customer transactions.
• Maintain working knowledge of line of credit teller activities and other advanced teller activities including complex deposits and loan payments.
• Able to thoroughly and reasonably explain Northwest policies and procedures to customers.
• Video tellers may be required to work outside normal business hours and on Saturdays.

Additional Essential Functions

• Ensure compliance with Northwest’s policies and procedures, and Federal/State regulations.
• Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiency.
• Work as part of a team.
• Work with on‑site equipment.

Additional Responsibilities

• Complete other duties and special projects as assigned by management.

Safety and Health

• Abide by the rules of the safety and loss prevention program.
• Perform work tasks in a safe manner.
• Report any and all injuries to supervisor.
• Know what to do in case of an emergency.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

High School Diploma or equivalent.

Work Experience

• Less than 2 years Customer service experience.
• Less than 2 years Bank‑related operational support experience.
• Less than 2 years Sales experience and previous teller experience.
• Less than 2 years Computer and technology experience.

General Employee Knowledge, Skills, and Abilities

• Ability to establish effective working relationships among team members and participate in solving problems and making decisions.
• Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written.
• Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information.
• Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information.
• Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas.

Additional Knowledge,

Skills and Abilities

• Strong interpersonal and communication skills.
• Strong math skills, attention to detail, ability to work under pressure, process multiple transactions and maintain accuracy.

Seniority level

• Entry level

Employment type

• Full‑time

Job function

• Finance and Sales

Industries

• Banking

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.

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