Video Customer Support_

Job Summary:The Bank of New Glarus Video Customer Support (VCS) act as the Bank’s personal representative with its customers by building strong relationships between the customer and the Bank. They enhance the customer’s experience by providing exceptional, professional, and consistent service using the Interactive Teller Machines. VCS in the ITM support demonstrate our customer service standards, are always professional and friendly and, are willing to work flexible work shifts to accommodate the extended operating hours and business needs of the Video Customer Support Center. The extended hour schedule provides individuals opportunity to work both traditional and nontraditional hours; full-time and part-time hours. Normal full-time hours would be Monday-Friday with alternating Saturdays depending on staffing.Supervisory Responsibilities: None Duties/Responsibilities:1. Serves the customer in a professional, courteous, efficient manner through prompt handling of all teller functions and demonstrates our customer service standards with both internal and external customers.2. Accepts and handles incoming calls for all BNG branches. Assists customers and/or disperses calls to other locations for assistance.3. Answers questions from prospects or customers and maintains good customer relations; directs customers to proper employees for answers to more complex problems and inquiries.4. Works independently and utilizes effective problem-solving skills to resolve issues; effectively uses position authority and knowledge of operating and security procedures to make on-the-spot decisions including exceptions, adjustments, and overrides.5. Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and solves customer’s problems as time permits, referring more difficult situations to the branch staff or appropriate department.6. Performs operational teller activities at the supervisory level.7. Processes detailed and/or complex deposit, IRA, and loan/ lease payments including ability to correct transactions.8. Utilizes the Bank’s on-line systems and website to facilitate customers’ transactions.9. Identifies cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.10. Prepares necessary disclosures in accordance with the regulatory requirements, including content and timing.11. Helps promote a culture of regulatory compliance and safe and sound financial practices.12. Knows and strictly follows all security, compliance, regulatory, internal control procedures, policies, and laws.13. Be aware of and support the Bank’s efforts in meeting the Community Reinvestment Act (CRA).Required Skills/Abilities:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Position requires an individual with effective verbal and written communication skills, including listening skills. Individuals will need to function within an environment of potential distractions and interruptions which require an ability to remain focused and manage priorities and details. Because this position is based on video interaction, the incumbent must be comfortable, professional, and friendly on camera with customers via Video Access. Ability to multi-task by operating several computer programs at one time. Incumbent must have an excellent understanding of BNG’s on-line system, products, services, and website. Position requires good business judgment when waiving fees within established bank guidelines.1. Ability to effectively verbalize ideas and respond to questions from a group of peers, customers, other staff members, and the public.2. Proficient skills with Microsoft Programs and Software.3. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to complete rate disclosures, ratios, and percentages, and to create and interpret statistical information and graphs.4. Ability to solve practical problems and deal with a variety of concrete variables and situations where only in most cases standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.5. 10-key calculator, keyboarding, knowledge of personal computer and wide array of software applications.Belleville • Brodhead • Juda • Monroe • New Glarus ***.thebankofnewglarus.bank6. High standard of ethics with demonstrated ability to build and maintain discretion and confidentiality.Education and Experience:High school diploma/GED or 3 years of related experience or training preferred.Physical Requirements:The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of those jobs. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.While performing the duties of this job, the employee is regularly required to sit for prolonged periods of the workday; use their hands and fingers; reach with hands and arms; talk plainly and hear accurately. The employee frequently is required to walk. The employee is occasionally required to stand; reach with hands and arms; climb and balance; and stoop, kneel and crouch. The employee must regularly lift and/or move up to ten pounds and occasionally lift and/or move up to 25 pounds.

Specific vision abilities required by this job include close vision, peripheral vision and the ability to adjust focus.Travel Requirements:

Travel to other locations or areas may be required at times.BNG provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.Powered by JazzHR