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: Assist customers via video banking technology. A clear and concise understanding of all aspects of the video banking experience is needed in order to facilitate routine teller transactions for customers such as cash and check deposits, cash withdrawals, transfers, loan payments, account balance inquiries, etc. This position is based on video-assisted interactions and requires that the associate be comfortable, professional and friendly on camera in all interactions. The associate will be responsible to guide customers through the experience of video banking in all aspects, including a comfort level with the Interactive Teller Machines (ITM's) available for customer use.

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

• Accepts video transaction session via Video Banker Interactive Teller Machines and provides responses to customer requests in a professional manner.
• Maintains a strong working knowledge of all bank products, services, procedures, and fees. Understands and applies transaction policies and procedures.
• Assists customers with on-the-spot resolution to most inquiries; directs escalated issues or follow-up items to appropriate business unit on customer's behalf.
• 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 TellerEnterprise interactive teller application. Understands and applies established limits to transactions.
• Performs other duties as required and as position evolves as ITM fleet increases
• Completes all yearly compliance training and testing and adheres to bank, federal, and state regulations. Adheres to departmental and bank-wide service standards.

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: Generally requires a two-year degree, or certification in a specialized field plus up to three years of relevant experience or an equivalent combination of education and experience.

Skills needed:

• Ability to speak, read, and write in Spanish and English.
• Excellent communication skills including active listening.
• Service-oriented and able to help customers through the interactive ITM process.
• Ability to maintain up to date knowledge of banking policies

Computer Skills: Knowledge of computer applications including Word and Excel.

Work Environment and Physical Demands:

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.

Heavy volume during peak times, including the first and third of each month.