Video Teller

PA0121 Erie - 26th & Peach

Job Description

The Video Teller enhances the customer experience by assertively caring for our customers through providing excellent service, product offerings, and expanding relationships through the use of the Interactive Teller Machine (ITM).

This position is eligible for a shift differential. Essential Functions

    Serve the customer in a comfortable, professional, and friendly manner through video and possess the ability to multi-task by operating several computer programs at one timeBuild customer relationships by actively listening to determine needs while explaining Northwest products/services and advising the customer accordingly

    Identify cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and make appropriate referrals to other areas within Northwest; meet or exceed all related referral goals, if assignedWork independently using effective problem-solving skills to resolve issues; effectively use position authority and knowledge of operating and security procedures in order to make on-the-spot decisions including exceptions, adjustments, and overrides

    Able to effectively utilize bank systems to efficiently and accurately process business and balance drawerResolve complex and non-routine inquiries concerning Northwest policy and operating procedures; research and solve customer’s problems as time permits, refer more difficult situations to the branch staff or appropriate department

    Possess advanced knowledge of and utilize electronic delivery channels including but not limited to the ITM, electronic banking products and company  

website to facilitate customer transactions

    Maintain working knowledge of line of credit teller activities and other advanced teller activities including complex deposits and loan paymentsAble to thoroughly and reasonably explain Northwest policies and procedures to customers

    Video tellers may be required to work outside normal business hours and on SaturdaysAdditional Essential Functions Essential FunctionsEnsure compliance with Northwest’s policies and procedures, and Federal/State regulations

    Navigate Microsoft Office Software, computer applications, and software specific to the department in order to maximize technology tools and gain efficiencyWork as part of a team

    Work with on-site equipmentAdditional ResponsibilitiesComplete other duties and special projects as assigned by managementSafety and Health for those without supervisory duties 

    Abide by the rules of the safety and loss prevention programPerform work tasks in a safe manner

    Report any and all injuries to supervisorKnow what to do in case of an emergencyQUALIFICATIONSTo 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.EducationHigh School Diploma or equivalent            Work ExperienceLess than 2 years    Customer service experience andLess than 2 years    Bank-related operational support experience  andLess than 2 years    Sales experience and previous teller experience andLess than 2 years    Computer and technology experience       General Employee Knowledge, Skills, and Abilities

    Ability to establish effective working relationships among team members and participate in solving problems and making decisions Ability to present and express ideas and information clearly and concisely in a manner appropriate to the audience, whether oral or written    

    Ability to actively listen to what others are saying to achieve understanding, sharing information with others and facilitating the open exchange of ideas and information    

    Ability to establish courses of action for self to accomplish specific goals, develop and use tracking systems for monitoring own work progress, and effectively use resources such as time and information    

    Ability to make right decisions based on perceptive and analytical processes, practicing good judgment in gray areas    

Additional Knowledge, Skills and AbilitiesStrong interpersonal and communication skills    Strong math skills, attention to detail, ability to work under pressure, process multiple transactions and maintain accuracy 

Northwest is an equal opportunity employer. We are committed to creating an inclusive environment for all employees.