Bilingual Video Banker Solution Specialist

Video Banker Solution Specialist

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.

Essential Duties and 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.

Education and Experience Required:

• High School diploma
• Minimum 1 year of experience with customer service and handling difficult situations
• Experience in a call center and/or banking is highly desired.

Skills Required:

• 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

Computer / Technical Skills:

• Proficient with MS 365 and various electronic delivery channels
• Knowledge of internet, mobile banking, and other technologies

Work Environment and Physical Demands:

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to sit, use hands to sort, write and keyboard, and to listen and speak. The associate is frequently required to reach, walk, stoop, crouch. The associate is occasionally required to stand, lift, bend, drive and travel.