Video Teller

Northwest; Erie, Northern (Erie County, KY); Hybrid; USD 21,000 - 30,000; Full time

Benefits offered by this job

Shift differential

Job summary

Northwest’s Erie location is seeking a Video Teller to provide excellent service through video, manage transactions, and expand relationships via ITM. The role emphasizes accuracy, problem solving, and strong communication with customers.

Education requires a high school diploma, with less than two years in customer service, bank ops, or sales. A shift differential may apply, and weekend hours are possible. Join a team focused on helping customers every day.

Qualifications

• High School Diploma or equivalent is required.
• Less than 2 years of customer service experience.
• Bank-related operational support experience is preferred.
• Less than 2 years of sales experience and teller experience.
• Strong interpersonal and communication skills; ability to multitask.

Responsibilities

• Serve customers in a professional, friendly manner via video.
• Build relationships by listening and explaining Northwest products.
• Identify cross-selling opportunities and refer to appropriate areas.
• Resolve routine issues using policy and procedures; seek help as needed.
• Process transactions using bank systems and balance drawers.
• Explain Northwest policies to customers and support ITM usage.
• Support after-hours and weekend shifts as required.

Skills

Customer service

Bank operations

Sales

Computer skills

Problem solving

Communication skills

Math skills

Education

High School Diploma or equivalent

Tools

Microsoft Office

ITM (Interactive Teller Machine)

Job description

PA0121 Erie - 26th & Peach 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 for those without supervisory duties

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

Education

High School Diploma or equivalent

Work Experience

• Less than 2 years Customer service experience and
• Less than 2 years Bank-related operational support experience and
• Less than 2 years Sales experience and previous teller experience and
• 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
• Strong interpersonal and communication skills
• Strong math skills, attention to detail, ability to work under pressure, process multiple transactions and maintain accuracy

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees. At Northwest, we’re here for what's next. Whether we're finding opportunities for families, businesses and communities or opening doors for our team, we share a passion for helping the people around us succeed. And we know that in order to provide the highest level of care, we need to understand unique experiences and perspectives. That's why, whether you're interested in a corporate role or something customer-facing, your talent and voice matter. Here, you belong. Working at Northwest, you'll find that we recognize our employees for the important work they do through competitive compensation and benefits, professional development opportunities and by regularly celebrating wins along the way. So, take a look at the opportunities here. And join us as we move into the future making a difference for the people we serve.