Bilingual Video Banking Specialist

6 days ago


Holyoke, Massachusetts, United States PeoplesBank Full time
Job Description

Welcome to PeoplesBank, a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank.

As a Video Banker Solution Specialist, you will be responsible for remotely servicing customers and processing transactions through our call center and at designated/assigned bank locations via Interactive Teller Machines. You will build a rapport with customers to provide exceptional service, handle basic teller transactions, address inquiries professionally, and escalate issues to Senior Specialist or Management when necessary.

Key Responsibilities:

  • Facilitate routine transactions such as cashing checks, making deposits/withdrawals, transfers, loan payments, and account balance inquiries.
  • Accept video transaction sessions via Video Banker Interactive Teller Machines and provide responses to customer requests.
  • Manage incoming calls and online banking customer requests, resolving partner or internal department queries as needed.
  • Maintain a strong working knowledge of all bank products, services, procedures, and fees.
  • Assist customers on the phone with inquiries, escalated issues, or follow-up items to appropriate business units on customer's behalf.

Requirements:

  • High School diploma required.
  • A minimum of 1 year of experience working with customers and handling difficult situations with customers.
  • Experience in a call center and/or banking highly desired.
  • Ability to read, speak, and write in English and Spanish.
  • Excellent communication skills, including active listening.
  • Ability to maintain up-to-date knowledge of banking policies.
  • Ability to analyze and resolve customer inquiries.
  • Ability to maintain a professional appearance and behavior, and be comfortable, friendly, and confident in the ITM video environment.
  • Flexibility to work weekends and evenings, along with regular dependable attendance.

Work Environment and Physical Demands:

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write, and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive, and travel.

Associates are scheduled 37.5 hours/weekly and will be required to be on a weekend rotation (Sat and Sun)

This position is onsite and will require FT availability for the following operating hours of the department

Sunday: 10:00AM-2:00PM

Monday: 8:00AM-7:00PM

Tuesday: 8:00AM-7:00PM

Wednesday: 8:00AM-7:00PM

Thursday: 8:00AM-7:00PM

Friday: 8:00AM-7:00PM

Saturday: 8:00AM-2:00PM



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