Video Banker Solution Specialist

RiseMe; Holyoke (MA); On-site; USD 25,000 - 30,000; Full time

Job summary

PeoplesBank in Holyoke, MA is seeking a Video Banker Solution Specialist to assist customers and process transactions via video through our call center and ITM. You will build rapport, deliver exceptional service, handle basic transactions, and respond professionally to inquiries.

Weekend and evening shifts are required, and the role is onsite at our corporate headquarters in Holyoke. You will maintain knowledge of bank products, assist with inquiries, and protect customer privacy while using

Qualifications

• High School Diploma required, customer service experience preferred.
• Experience in a call center or banking environment is desirable.
• Strong communication, active listening and problem-solving skills.

Responsibilities

• Facilitate routine transactions via video banking technology.
• Accept video sessions and respond to customer requests.
• Manage calls and online banking inquiries, resolving issues.
• Maintain knowledge of bank products, services, and fees.
• Escalate issues when necessary and ensure privacy.
• Complete forms and account maintenance tasks.

Skills

Communication

Active listening

Detail-oriented

Inquiry resolution

Professional appearance

On-camera

Weekend evenings

Time management

Teamwork

Fast learner

Spanish skills

Education

High School Diploma

1 year customer service experience

Call center/banking experience desired

Tools

MS 365

Electronic delivery channels

Internet & mobile banking

Job description

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, we are proud to lead the way in green values, sustainable energy financing, and charitable giving. Our commitment to operating in the best interest of our customers is matched by our dedication to fostering an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization. Let's make a difference together!

Summary:

Join our team as a Video Banker Solution Specialist! In this role you will assist customers and process transactions via video, through our call center and Interactive Teller Machines. Build rapport, provide exceptional service, handle basic transactions, and address inquiries professionally. Flexibility to work weekends and evenings is required. This role is onsite at our corporate headquarters in Holyoke, MA.

Essential Duties and Responsibilities:

• Facilitate routine transactions (e.g., cashing checks, deposits/withdrawals, transfers, loan payments) via virtual technology.
• Accept video transaction sessions and respond to customer requests.
• Manage incoming calls and online banking requests, resolving queries as needed.
• Maintain strong knowledge of bank products, services, procedures, and fees.
• Assist customers with inquiries and escalates issues when necessary.
• Complete required forms and perform account maintenance procedures.
• Handle written correspondence with customers accurately and timely.
• Protect privacy and customer confidentiality.
• Perform transactions using Video Banking technology within established limits.
• Complete yearly compliance training and adhere to regulations.
• Act as an intermediary for departments without customer contact.
• Follow up on customer inquiries via letters, brochures, and emails.
• Direct calls to appropriate bank departments and associates.
• Other duties as required.

Education and Experience Required:

• High School Diploma
• Minimum 1 year of experience with customer service and handling difficult situations
• Experience in a call center and/or banking is highly desired.

Skills Required:

• Excellent communication skills, including active listening
• Detail-oriented and able to assist customers through the ITM process
• Ability to analyze and resolve customer inquiries
• Professional appearance and behavior, comfortable on camera
• Flexibility to work weekends and evenings
• Strong time management skills and ability to work independently and as a team
• Quick learner of evolving technologies to service customers
• Ability to communicate effectively in Spanish a plus

Computer / Technical Skills:

• Proficient with MS 365 and various electronic delivery channels
• Knowledge of internet, mobile banking, and other technologies

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 accommodation 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.