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.

• 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.
• Accepts and handles incoming calls for all BNG branches. Assists customers and/or disperses calls to other locations for assistance.
• Answers questions from prospects or customers and maintains good customer relations; directs customers to proper employees for answers to more complex problems and inquiries.
• 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.
• 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.
• Performs operational teller activities at the supervisory level.
• Processes detailed and/or complex deposit, IRA, and loan/ lease payments including ability to correct transactions.
• Utilizes the Bank’s on-line systems and website to facilitate customers’ transactions.
• Identifies cross-selling opportunities, selling new or additional products or services that meet customers’ needs, and makes appropriate referrals to other bank areas.

The extended hour schedule provides individuals opportunity to work both traditional and non-traditional hours; full-time and part-time hours. Normal full time hours would be Monday-Friday with alternating Saturdays depending on staffing.

EDUCATION and/or EXPERIENCE:

High school diploma or equivalent. Requires demonstrated customer service abilities. Must have demonstrated knowledge of financial concepts. Previous Teller experience preferred.

OTHER SKILLS and ABILITIES:

Position requires individual with effective verbal and written communication skills, including listening skills. Individual 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.

Qualifications:

• High School Diploma/GED required. Associates of bachelor’s degree with focus in HR Management preferred, or equivalent experience.
• At least 1 year experience working in a fast-paced office environment preferred.
• Ability to effectively verbalize ideas and respond to questions from a group of peers, customers, other staff members, and the public.
• Proficient skills with Microsoft Programs and Software.
• 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.
• 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.
• 10-key calculator, keyboarding, knowledge of personal computer and wide array of software applications.
• High standard of ethics with demonstrated ability to build and maintain discretion and confidentiality.

Essential Physical / Mental Requirements:

• While performing the duties of this job, the employee is regularly required to sit for prolonged periods of the work day; 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 ability to adjust focus.

The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. This job description does not state or imply that the above are the only duties and responsibilities assigned to this position. Employees holding this position will be required to perform any other job-related duties as requested by the Company. All requirements are subject to modification at any time for any reason at the Company’s sole discretion.

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