Video Teller

Northwest-Bank; Federal Hill (PA); On-site; USD 34,000 - 52,000; Full time

Benefits offered by this job

Shift differential

Job summary

Northwest Bank is seeking a Video Teller to enhance customer experience throughVideo Teller interactions, cross-selling opportunities, and effective use of ITMs and online banking tools.

The role emphasizes attentive listening, accurate processing, and collaboration with branch staff to resolve inquiries while upholding policy and security standards.

Qualifications

• High School Diploma or equivalent required.
• Less than 2 years customer service experience preferred.
• Less than 2 years bank-related operational support experience preferred.
• Less than 2 years sales experience and teller experience preferred.
• Less than 2 years computer and technology experience preferred.

Responsibilities

• Provide excellent customer service via video teller and multitask across programs.
• Build relationships by listening to needs and explaining Northwest products/services.
• Identify cross-sell opportunities and refer to appropriate departments.
• Resolve issues using problem-solving and knowledge of policies and procedures.
• Explain Northwest policies clearly and assist with electronic channels and ITM transactions.
• Support complex deposits and loan payments and operate bank systems accurately.
• Maintain safety, security, and compliance with regulations.
• Collaborate with team and adapt to varying shifts, including weekends.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Attention to detail

Math skills

Education

High School Diploma or equivalent

Tools

Banking systems

Job description

PA0121 Erie - 26th & PeachJob DescriptionThe 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 SaturdaysAdditional Essential Functions 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 equipmentAdditional Responsibilities• Complete other duties and special projects as assigned by managementSafety 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 emergencyQUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.EducationHigh School Diploma or equivalentWork ExperienceLess than 2 years Customer service experience andLess than 2 years Bank-related operational support experience andLess than 2 years Sales experience and previous teller experience andLess than 2 years Computer and technology experienceGeneral 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 areasAdditional Knowledge, Skills and AbilitiesStrong interpersonal and communication skillsStrong math skills, attention to detail, ability to work under pressure, process multiple transactions and maintain accuracyNorthwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.