Video Client Services Specialist I - ACS

Video Teller Agents (VTA)

Video Teller Agents (VTA) are responsible for processing customer transactions received via ATM with Teller Assist (ATA) accurately and efficiently in a fast-paced environment in accordance with established policies and procedures. Agents create a connection with customers to provide outstanding, personalized service through building customer loyalty courtesy and friendliness, including addressing each customer by name. Must accurately and efficiently process transactions such as customer deposits and cashing checks. Assist customers with inquiries and/or problem resolution in a professional and composed manner, and escalates to manager as appropriate. Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as exception transactions. Must have good communication skills in a face to face customer environment and be comfortable being on camera at all times. Agent must act as Client's face to the customer and consistently seek to delight our customers. May be required to identify customers' financial needs, goals and objectives and recommend Client products or solutions. Contribute to a positive team environment in a contact center through 360-degree coaching. May be required to work weekends and/or evening hours and regular, reliable attendance is critical.

Required Skills

• Ability to work within the operating hours and days for this position as outlined in the posted job requisition.
• Ability to work the required days and hours as listed in the job requisition without any absences or vacation time in order to attend mandatory training.
• At least an intermediate ability in computer skills.
• A minimum of 1 year of experience working with customers.
• At least 1 year of experience handling difficult situations with customers.
• Intermediate proficiency (1-3 years of experience) in written (including grammar and spelling) and verbal communications
• Comfortable receiving ongoing performance feedback and coaching.
• Ability to engage with customers, begin a conversation, build rapport, and handle objections.
• Comfortable with ongoing change and learning new technology/processes.
• Ability to analyze and resolve customer inquiries.
• Ability to provide a positive customer experience through creative solutions.

Desired Skills

• Ability to work weekends, either rotating or set days as outlined in the job requisition.
• Ability to work evenings, either rotating or set days as outlined in the job requisition.
• A minimum of 1-2 years of experience in the Banking/Financial industry.
• A minimum of 1-3 years of experience working in a call center.
• A minimum of 1-3 years of experience working in customer relations.
• A minimum of 1-3 years of experience performing repetitive tasks based on existing operating procedures under close supervision or from detailed written procedures.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.