Virtual Teller

Burke & Herbert Bank & Trust•Moorefield, WV

2d•Onsite

About The Position

Provides prompt and superior customer service during the client interaction. Enhances the client’s experience through video transmission, using multiple software programs from our centralized Virtual Teller Center. Will support and demonstrate Service Beyond Expectations, Begins with Me service standards.

Requirements

Remains up to date and educated on software, systems, products, services, marketing campaigns, and policy and procedures.
Must be high-energy, service minded employees who are driven to be the best.
Utilizes various bank software programs, intranet site, and website to facilitate client’s transactions.
Must be comfortable and friendly on camera. Proficient and comfortable with technology devices and services.
Able to effectively communicate with clients through video in a professional and friendly manner.
Must be professional and friendly at all times.
Multitasks by working within multiple software programs concurrently to process a transaction while interacting with a client.
Works well independently and able to prioritize.
Strong organizational skills and detail-orientated with high degree of accuracy.
Effective problem solving skills to resolve issues.
Comfortable and confident in a centralized service and sales environment and ability to work closely with fellow Virtual Tellers and Contact Center Representatives.
Demonstrated excellent typing and computer skills.
Excellent written and verbal communication skills.
High School Diploma or equivalent.

Nice To Haves

Prior retail banking experience preferred.
Prior customer service experience preferred.

Responsibilities

Must be able and willing to work flexible work shifts to accommodate the extended operating hours and business needs of the Virtual Teller Center. Range of hours worked will include 7:20 a.m. to 6:40 p.m. Monday through Friday and 7:40 a.m. to 2:10 p.m. on Saturdays.
Promptly performs routine banking transactions such as deposits, checks, payments, and correcting transactions.
Assists clients in many aspects of their accounts directly and indirectly through referrals including account inquiries, products, and services, online and mobile technology and marketing campaigns.
Clearly communicates the proper use of the interactive teller machine, handling client anxiety to new technology and their questions and objections.
Promotes the benefits of technology and ensures a positive experience.
Effectively uses position authority in order to make on-the-spot decisions including exceptions, providing solutions, adjustments and overrides.
Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and resolves client’s issues/questions/concerns as time permits, referring more complicated and timely situations to the branch staff and/or appropriate department.
Performs end of day balancing according to procedures.
Follows operational procedures including bank security in order to protect client and bank assets.
Meets or exceeds minimum personal referral goals and contributes to Virtual Teller Center goals.
Accurately completes information on systems and forms to mitigate exposure while ensuring service delivery and quality.
Will make our promise of “Service Beyond Expectations” Begins with Me real and believable by following our defined principles.
Adheres to all policy and procedures, security, audit and compliance of the company.
Other duties as assigned.