Virtual Teller/ITM Teller

Join Blue Sky Bank's Team

Connect with customers. Solve problems. Deliver exceptional service from anywhere in the bank.

As a Virtual Teller/ITM Teller, you will serve as a key point of contact for customers across the bank, providing exceptional service through phone, video, and digital channels. This role combines customer support, universal banking functions, account servicing, and operational expertise to help customers with their financial needs while supporting multiple branch locations. This position is often the first voice customers hear when contacting the bank and plays a vital role in creating positive experiences, strengthening relationships, and delivering innovative banking solutions.

Why Blue Sky Bank:

• Benefits - Enjoy a comprehensive benefits package that includes a starting accrual of three weeks of paid time off, a 401(k) plan with employer matching, and medical, dental, and vision insurance. Additional benefits include a Health Savings Account (HSA), Flexible Spending Account (FSA), Dependent Care FSA, voluntary accident and critical illness coverage, and 100% employer-paid short-term disability, long-term disability, and group life/AD&D insurance, as well as optional voluntary life/AD&D coverage.
• Customer Impact - Serve as a trusted resource for customers by providing prompt, professional assistance through phone, video, and digital banking channels.
• Variety & Growth - Develop expertise across multiple banking functions, including account opening, consumer lending, digital banking, teller services, and deposit operations.
• Team Environment - Join a collaborative team that values knowledge sharing, customer satisfaction, and continuous improvement.

What You'll Do:

Contact Center Operations

• Serve as the first point of contact for incoming calls from customers across all bank branches
• Handle inbound and outbound customer calls with professionalism and efficiency
• Explain bank products and services, answer questions, and resolve account-related issues
• Follow strict customer authentication procedures for all interactions
• Work independently while serving as a valued resource to teammates
• Deliver outstanding customer experiences during every customer interaction

Interactive Teller Machine (ITM) Services

• Perform ITM virtual/video teller transactions for multiple branch locations
• Maintain a professional, camera-ready appearance and workspace
• Assist customers with routine transactions through interactive banking technology
• Provide a seamless and personalized banking experience through virtual channels

Account Opening & Maintenance

• Open and maintain consumer and business deposit accounts
• Review and verify new account documentation for accuracy and compliance
• Process account maintenance requests and updates
• Verify and process changes to existing customer accounts
• Assist customers with stop payment requests and account servicing needs
• Order checks and debit cards as requested

Consumer Lending Support

• Take and process consumer loan applications in accordance with bank guidelines
• Assist customers throughout the application process
• Ensure loan-related documentation is completed accurately and efficiently

Digital Banking & Customer Support

• Assist customers with Digital Banking products and services
• Troubleshoot digital banking issues and answer customer questions
• Support customers with online and mobile banking needs
• Provide guidance on available digital tools and resources

Teller Operations & Transaction Processing

• Process teller transactions and maintain accurate records
• Balance and reconcile cash daily
• Verify customer identity and transaction documentation
• Identify proper endorsements, payees, and signature requirements
• Determine when holds are necessary and apply them according to bank policy
• Assist with wire transfer transactions while ensuring compliance and verification procedures are followed

Operations & Administrative Support

• Enter and maintain information in Retail logs and systems
• Upload required documentation into designated systems
• Utilize SharePoint and internal resources for policies and procedures
• Serve as a liaison between Retail Banking and Deposit Operations
• Gain and apply knowledge across multiple operational areas to support customers and teammates

Sales & Relationship Building

• Identify customer needs and recommend appropriate products and services
• Promote bank products and services to strengthen customer relationships
• Maintain thorough knowledge of bank products and services
• Build customer loyalty through personalized solutions and exceptional service
• Recognize opportunities to deepen banking relationships and enhance customer satisfaction

Compliance, Security & Risk Awareness

• Follow all applicable banking regulations, policies, and procedures
• Adhere to strict customer verification and authentication standards
• Recognize fraud risks, phishing attempts, scams, and suspicious activity
• Help prevent fraud and minimize bank losses through proactive risk awareness
• Ensure compliance with all operational and regulatory requirements

Teamwork & Collaboration

• Collaborate effectively with teammates and departments across the organization
• Foster positive working relationships and a supportive team culture
• Share knowledge, skills, and resources to support team success
• Demonstrate accountability, reliability, and strong time management skills
• Contribute to continuous improvement efforts and customer service excellence
• Encourage and support coworkers while celebrating team accomplishments

Requirements

Required Qualifications:

Education

• High School Diploma or GED
• Associate degree or equivalent experience preferred

Experience

• 23 years of banking and/or call center experience required
• Customer service experience required
• Cash handling experience required

Other Requirements

• Valid driver's license, proof of insurance, qualifying motor vehicle record, and reliable transportation
• Availability to work Saturdays as business needs require
• Ability to travel between branch locations as needed

Skills & Abilities

• High level of professionalism and integrity
• Strong customer service and customer satisfaction skills
• Service-oriented, courteous, and respectful demeanor
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Ability to work independently with minimal supervision
• Ability to work effectively as part of a team
• Ability to prioritize tasks, multitask, and meet deadlines
• Strong attention to detail and organizational skills
• Ability to navigate multiple computer systems and software applications
• Flexible, adaptable, and committed to continuous learning
• Strong work ethic and accountability