Video Banking Specialist

StartupNWA; Broken Arrow (OK); On-site; USD 23,000 - 27,000; Full time

Benefits offered by this job

Health benefits

Life insurance

Wellness programs

Financial benefits

Job summary

Arvest Bank is seeking a Video Banking Specialist in Broken Arrow, OK to deliver world-class customer service via Interactive Teller Machines across a multi-state region. The role requires processing transactions, guiding customers through digital channels, and maintaining high accuracy in a fast-paced setting.

The position emphasizes strong communication, attention to detail, and collaboration with internal teams.

Qualifications

• 1 year of customer service experience required
• Exceptional communication and interpersonal skills
• Ability to learn and apply new technologies and procedures

Responsibilities

• Engage customers with a warm, inviting tone and smile while processing deposits, cash disbursements, payments, and transfers via video; guide customers through self-service options and promote digital channels.
• Process remote transactions, monitor deposits, and examine documents; use teller and virtual software to complete transactions accurately; perform end-of-day balancing and resolve discrepancies.
• Promote customer relationships by safeguarding privacy and resolving requests with integrity and enthusiasm.
• Foster teamwork by communicating and collaborating across departments in person, chat, or video to ensure consistent service standards.
• Escalate complex inquiries to the Video Banking Senior Specialist and provide follow-up as appropriate.
• Monitor ITM machines and assist with issues with ITM hardware and software; coordinate with systems support and vendors.
• Adhere to bank policies, laws, regulations and the BSA/AML program; complete compliance training and report any violations.
• Other duties and special projects may be assigned.

Skills

Customer service

Communication

Attention to detail

Teamwork

Tech-savvy

Education

High school diploma or GED

Tools

ITMs

Banking software

Job description

Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits.

Position is located at 2950 S Elm Place Broken Arrow, OK 74012.

Availability is needed Monday through Friday 8:00 am to 8:00 pm and Saturday 8:00 am to 5:00 pm.

Bilingual in English and Spanish is preferred

Video Banking Specialist

Job Summary

The Video Banking Specialist delivers world-class customer service via Interactive Teller Machines (ITMs) across a four-state region. Operating in a fast-paced, high-volume environment, the Video Banking Specialist will greet customers, assist with new technology, accurately process transactions, resolve inquiries, and identify referral opportunities to strengthen Arvest relationships.

Responsibilities

• Engage customers with a warm, inviting tone and smile while simultaneously processing deposits, cash disbursements, payments, and transfers via video. Guide customers through self-service options and demonstrate a strong understanding of Arvest Bank's products and processes. Act as a Subject Matter Expert on ITMs and actively promote digital channels, educating customers on their ease of use.
• Process a wide range of remote transactions, monitor deposit amounts, and meticulously examine documents. Work with multiple software programs (teller and virtual) concurrently to complete a transaction efficiently and accurately. Perform end-of-day balancing and resolve discrepancies by balancing transactions for multiple ITM locations, reconciling teller and virtual systems, and researching/resolving out-of-balance issues.
• Promote positive, professional customer relationships by safeguarding customer privacy and efficiently resolving customer requests with integrity and enthusiasm.
• Foster a teamwork mentality by effectively communicating and collaborating across internal departments in person, via chat, or video call to ensure consistent service standards.
• Identify and escalation complex and non-routine inquiries concerning bank policy and operating procedures to the Video Banking Senior Specialist. Provide follow-up to the customer, as appropriate.
• Monitor ITM machines to ensure they are functioning properly and alert management of operational issues. Assist systems support associates and vendors in resolving any issues related to the physical ITM and associated software.
• Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.
• Other duties and special projects may be assigned.

Responsibilities

• Engage customers with a warm, inviting tone and smile while simultaneously processing deposits, cash disbursements, payments, and transfers via video. Guide customers through self-service options and demonstrate a strong understanding of Arvest Bank's products and processes. Act as a Subject Matter Expert on ITMs and actively promote digital channels, educating customers on their ease of use.
• Process a wide range of remote transactions, monitor deposit amounts, and meticulously examine documents. Work with multiple software programs (teller and virtual) concurrently to complete a transaction efficiently and accurately. Perform end-of-day balancing and resolve discrepancies by balancing transactions for multiple ITM locations, reconciling teller and virtual systems, and researching/resolving out-of-balance issues.
• Promote positive, professional customer relationships by safeguarding customer privacy and efficiently resolving customer requests with integrity and enthusiasm.
• Foster a teamwork mentality by effectively communicating and collaborating across internal departments in person, via chat, or video call to ensure consistent service standards.
• Identify and escalation complex and non-routine inquiries concerning bank policy and operating procedures to the Video Banking Senior Specialist. Provide follow-up to the customer, as appropriate.
• Monitor ITM machines to ensure they are functioning properly and alert management of operational issues. Assist systems support associates and vendors in resolving any issues related to the physical ITM and associated software.
• Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.
• Other duties and special projects may be assigned.

Experience

• Required: 1 year of customer service experience
• Preferred: ITM, teller, banking, or other financial service provider experience
• Exceptional communication and interpersonal skills, ensuring a welcoming environment for associates and customers.
• Ability to learn and apply new technologies, processes, and procedures in a timely manner and seamlessly operate multiple computer software systems simultaneously.
• Excellent organizational skills and attention to detail, with the ability to function effectively under stress while managing multiple tasks, shifting priorities, and deadlines.
• Ability to proficiently operate standard office equipment (e.g., telephones, scanners, copiers) and various software applications and systems, including strong keyboarding skills.
• Maintain a professional demeanor, appearance and work environment in continuous customer interactions. This includes having an organized workstation with appropriate backgrounds.
• Relevant military experience is considered for veterans and transitioning service members.

Education

• Required: High school Diploma or General Education Development (GED) certificate.

Working Conditions

• Incumbents must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.
• Must be able to start work on time, maintain regular work attendance, be physically present at the assigned work location, and occasionally work overtime or outside of regular business hours.
• This job typically requires an individual to be able to observe details (including the ability to perceive color and the ability to identify clear near and far objects), to communicate and exchange accurate information. It may occasionally require the individual to physically move, remain in a stationary position, and position themselves to reach for objects.
• Must be able to operate standard office equipment and use office applications for communication, information and document transmission, and content, document, and report creation.
• The essential duties of this job occasionally require the associate to lift and/or move up to 25 pounds.
• Ability to travel overnight, unaccompanied, within the United States via automobile and air is required, on occasion.
• The noise level in the work environment is typically low to moderate.

Grade 10

Pay Range: $16.50 - $19.70 per hour