Video Banker

AQUARIUS; Springdale (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

AQUARIUS in Springdale, OH is seeking a Video Banker to support customers across ITM sessions, email, social media and online chat. You will represent the company with a positive, professional image during video-enabled teller interactions.

The role focuses on retention, adoption and engagement, handling bank product inquiries, processing transactions, and escalating more complex requests to specialists. A strong customer-service mindset is essential.

Qualifications

• Minimum one year in a customer service setting.
• Ability to communicate clearly in person and on camera.
• Strong customer service and problem-solving skills.
• Comfort with interpersonal and written communication in a client-facing role.
• Familiarity with bank software and customer information systems.

Responsibilities

• Engage customers via multiple channels including ITM sessions, email, social media and chat.
• Drive retention, adoption and engagement through varied programs.
• Provide transaction services using video-enabled ITM and maintain a professional image.
• Monitor technical problems and correct deficiencies.
• Monitor processing systems for efficient utilization.
• Answer inquiries related to bank products and services through ITM or digital channels.
• Identify sales opportunities and refer clients to sales staff.
• Stay current on products, policies and procedures.
• Resolve customer inquiries or issues related to loan products via account research.
• Perform customer account transactions and maintenance accurately.
• Strive for first contact resolution and escalate complex requests as needed.

Skills

Customer service

Communication skills

On-camera comfort

Interpersonal skills

Verbal and written communication

CRM / database software

Education

High School Diploma or GED

Tools

Jack Henry Silverlake

Teller Now/Network Manager

Job description

What you will be doing as the Video Banker:

• Engaging with customers through a variety of support channels, which may include incoming ITM sessions and transactions, email, social media and/or online chat.
• Drive retention, adoption and engagement of customers through non-traditional channels using unique technology, programs and associations.
• Providing customer transaction services using video enabled interactive teller technology (ITM) via two way, and represents the Company well by presenting a positive, professional image and meeting or exceeding customer expectations.
• Monitor technical problems and correct deficiencies
• Monitor processing systems for efficient utilization.
• Answer customer inquiries relating to bank products and services. Inquires may be received via ITM session delivered through ITM routing technology or through digital channels such as email, social media and online chat.
• Recognize sales opportunities and refer clients to sales associates Remain current on products, services, policies and procedures
• Resolve customer inquiries or issues with respect to any loan product offered by Company Resolve customer issues through account research and utilization of support materials and resources
• Perform customer account transaction and maintenance activities accurately
• Strive for first contact resolution of customer inquiries, transactions and problem resolution
• Escalate customer requests requiring additional knowledge or expertise as defined by department leadership

What you will need as the Video Banker:

• High school diploma or general education degree (GED)
• 1+ years of experience working in a customer service environment
• Must have strong communication skills in a face to face environment and be comfortable being on camera
• Demonstrated ability in providing excellent customer service
• Strong interpersonal, verbal and written communication skills.
• Working knowledge of database software, such as Jack Henry Silverlake, Teller Now/Network Manager or other customer information systems