PeoplesBank is hiring: Senior Video Banker Solution Specialist in Holyoke

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut and a leader in green values, sustainable energy financing, and charitable giving. We operate in the best interest of our customers and strive to be an inclusive and engaging work environment. We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates. Our award-winning culture has earned us recognition as Best Place to Work and Best Local Bank. Come join our team of dedicated and innovative individuals and contribute to our dynamic, successful organization.

Summary: The Senior Video Banker Solution Specialist is responsible for remotely servicing customers and processing routine and complex transactions through our call center and at designated/assigned bank locations via Interactive Teller Machines, following established policies and procedures. The Senior Video Banker Specialist collaborates with other business lines handling escalation and internal requests. Flexibility to work weekends and evenings, along with regular dependable attendance is required.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Ability to remotely via virtual technology facilitate routine and complex transactions such as cashing checks, making deposits/withdrawals, transfers, loan payments, account balance inquiries. Effectively utilize computerized systems for customer authentication, information gathering/validation.

• Performs a variety of “cash” transactions, such as payments, deposits, withdrawals, transfers, etc. Credits customers for fees within established limits.

• Accepts video transaction session via Video Banker Interactive Teller Machines and provides responses to customer request. Must be comfortable being on camera at all times.

• Manage incoming calls and online banking customer requests, resolving partner or internal department queries as needed, requiring foundational understanding of banking operations, guidelines and products.

• Identifies and resolves complex customer inquiries by obtaining information, following up on details, and researching as necessary. Maintains a strong working knowledge of all bank products, services, procedures, and fees. Understands and applies transaction policies and procedures.

• Assists customers on the phone with inquiries, escalated issues, or follow-up items to appropriate business unit on customer’s behalf.

• Assists with monitoring recorded ITM sessions for Quality Control and provides feedback to Management based on outcome of monitor

• Accurately completes all required forms and performs a variety of product and account maintenance procedures.

• Handles written correspondence to/from customers via iBanking, WebMail, InfoBox, etc. Responds in a timely manner with accuracy.

• Maintains established department service levels for VideoBanker Associates, including live service time and session targets.

• Protects privacy and customer confidentiality.

• Performs by means of Video Banking technology, transactions available in the TellerNow interactive teller application. Understands and applies established limits to transactions.

• Acts as a subject matter expert on the Interactive Teller Machines and stays abreast of ITM enhancements, including process improvements

• Works on special projects assigned by Management such as the ITM Integration Project, cross training team members as well as other projects and duties that may be assigned.

• Completes all yearly compliance training and testing and adheres to bank, federal, and state regulations. Adheres to departmental and bank-wide service standards.

• Acts as an intermediary for departments that do not have contact with customers.

• Follows up with customer inquiries by sending letters, brochures and emails.

• Answers, screens, and directs calls to bank departments and associates if the call is to be handled outside of the Customer Solutions Center. Uses knowledge and experience to determine best location to route calls.

Qualifications: 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.

Education and/or Experience:

High School diploma required. Minimum of one to three years’ experience in a bank or related financial institution facilitating routine teller transactions via Interactive Teller Machines (ITMs). for customers such as cash & check deposits, cash withdrawals, transfers, loan payments, account balance inquiries, etc. Demonstrates successful customer service experience. and handling difficult situations with customers.

Skills needed:

• Excellent communication skills including active listening. Ability to speak and communicate clearly through an interactive technological channel such as video screens and microphones

• Detail and service-oriented and able to help customers through the interactive ITM process.

• Ability to maintain up to date knowledge of banking policies.

• Must be able to manage and prioritize multiple tasks.

• Must be a team player, flexible, and lead by example.

• Ability to analyze and resolve complex customer inquiries.

• Ability to maintain a professional appearance and behavior, and is comfortable, friendly and confident in the ITM video environment.

• Flexibility to work weekends and evenings, along with regular dependable attendance.

• Ability to quickly learn and effectively use various types of evolving technologies to service customers.

Computer Skills: Knowledge of various personal computer programs(MS 365) and various electronic delivery channels. Proficient with 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.

Associates are scheduled 37.5 hours/weekly and will be required to be on a weekend rotation (Sat and Sun)

This position is onsite and will require FT availability for the following operating hours of the department

Sunday: 10:00AM-2:00PM

Monday: 8:00AM-7:00PM

Tuesday: 8:00AM-7:00PM

Wednesday: 8:00AM-7:00PM

Thursday: 8:00AM-7:00PM

Friday: 8:00AM-7:00PM

Saturday: 8:00AM-2:00PM