Video Banker Solution Specialist

PeoplesBank • Holyoke, MA

2d • Onsite

About The Position

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.

Requirements

• High School diploma
• Minimum 1 year of experience with customer service and handling difficult situations
• 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
• Proficient with MS 365 and various electronic delivery channels
• Knowledge of internet, mobile banking, and other technologies

Nice To Haves

• Experience in a call center and/or banking is highly desired.

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 escalate 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 with customer inquiries via letters, brochures, and emails.
• Direct calls to appropriate bank departments and associates.
• Other duties as required.

Benefits

• excellent compensation
• workplace flexibility
• competitive benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED