Video Teller

Job Title: Video Teller

Reports To: Video Teller Supervisor

FLSA Status: Non-Exempt

Job Summary

The Video Teller is responsible for the day-to-day operations of the ITM (Interactive Teller Machine) up to and including the role of Universal Banker with some exceptions and differences. Not all UB duties are functional at the ITM.

Will be responsible for processing teller and new account transactions (consumer and business), as well as offering approachable financial services using a needs-based, customer-focused approach. Actively promotes the Bank’s products and services through ethical, consultative recommendations designed to benefit the customer’s financial wellbeing. Maintains and strengthens customer relationships by delivering high-quality service, exercising sound judgment, and identifying opportunities that align with customer needs and regulatory standards. Actively engaged in daily branch banking transactions; helps ensure provision of high-level quality customer service; and performs branch procedures to ensure efficiency, security, and compliance with operational policies.

Assures compliance with all Bank policies and procedures, as well as all applicable state and federal banking regulations.

Video Teller Operations

Provides professional teller assistance to customers through ITM video technology.

Facilitates the ITM process by guiding customers through step-by-step transactions.

Assists customers with routine transactions, including deposits, withdrawals, transfers, payments, and balance inquiries.

Protects customer confidentiality and privacy at all times.

Maintains accurate cash handling, balances at end of day, and reports discrepancies immediately.

Ensures all items contain proper endorsements and evaluates items for appropriate hold placement.

Customer Experience & Service Excellence

Delivers consistent, professional, and engaging customer service in virtual environment.

Maintains a calm, knowledgeable, and friendly on-camera presence.

Demonstrates accountability and customer advocacy by taking ownership of customer inquiries through resolution or proper referral.

Provides accurate information and timely assistance to ensure customer confidence and satisfaction.

May assist as overflow for Call Center inquiries as needed.

Relationship-Based Product & Service Recommendations (Cross-Benefiting)

Promotes the Bank’s products and services using a needs-based, customer-focused approach.

Engages in conversations by actively listening and identifying appropriate solutions aligned with customer needs.

Makes recommendations with integrity, transparency, and without pressure.

Exercises sound judgement in determining when recommendations are appropriate and when they are not.

Universal Banker & Branch Functions (As Assigned)

Processes account maintenance changes upon request.

Orders debit cards and completes check orders.

Handles safe deposit box transactions.

Assists with branch opening and closing as needed.

Travels for lobby coverage as required.

Assists with teller, vault, and ATM audits as assigned.

Processes stop payment request in accordance with Bank policy verifying customer authorization and ensuring proper documentation and system entry.

Assists with the intake and processing of customer dispute claims, including Regulation E and ACH disputes, by ensuring accurate documentation, proper system entry, timely submission, and adherence to all regulatory timeframes and Bank procedures.

Assists Universal Bankers with clearing exception items as needed and ensuring proper resolution in accordance with Bank procedures.

Ensures all required hold documentation is accurately completed and uploaded to the B-drive in accordance with documentation retention and audit standards.

Supervisory Responsibilities

This position is not responsible for the supervision of any employee(s).

Education & Job Qualification

High School Diploma or equal certificate.

At least 1 year experience in a Client Services Representative, New Account Representative, or Teller Position.

Knowledge/Skills/Abilities

Must be fully knowledgeable and skilled in the areas of new accounts, teller, vault, safe deposit and customer service.

Must have sound working knowledge of Branch Operations, account opening, paying and receiving transactions, regulatory compliance, and internal policies and procedures.

Must be able to make sound and timely decisions relative to accepted standards of customer service, workflows, and bank policies and procedures.

Must be knowledgeable with all First Liberty Bank products and services and able to explain them clearly to customers using a needs-based, customer-focused approach.

General knowledge of ATM/ITM procedures.

Knowledge of, or the ability to quickly learn, banking software applications (TellerNow, Horizon XE, Network Manager, etc.)

Position is based on video interaction, which requires being comfortable, professional, and friendly on camera with customers.

Must possess strong customer service, problem solving, and conflict resolution skills.

Able to work independently with minimum directions.

Must possess strong interpersonal, written, and oral communication skills.

Additional Eligibility Qualifications

Professional appearance and demeanor for a video teller.

Multi-lingual capabilities to include Spanish are a plus.

Work Environment/Physical Demands

Travel – as needed.

Office working conditions

Frequently required to sit for long periods of time.

Occasionally required to stand, walk, and reach with hands and arms.

This job description is not an inclusive list of all duties and responsibilities of the position. Is to perform any other job-related duties requested by any person authorized to give instructions or assignments. First Liberty Bank reserves the right to amend and change responsibilities to meet business and organizational needs.

EEO/AAP Policy Statement

First Liberty Bank provides equal employment opportunity to all individuals’ regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law.

PHYSICAL WORK ENVIRONMENT

The incumbent is in a non-confined office call center environment with an assigned cubicle or workstation while performing this position. The work setting is a controlled indoor environment and may include typical office conditions such as background noise from conversations, telephone usage, and office equipment.

The incumbent, in the course of performing this position, spends time writing, typing, speaking, listening, and lifting up to 15 pounds, carrying, seeing (including close, color, peripheral vision, depth perception, and adjusted focus), sitting for extended periods of time, pulling, walking, standing, squatting, kneeling, and reaching.

The incumbent for this position may operate any or all of the following: telephone/headset, computer terminal, scanner, image systems, printer, copy and fax machines, adding machine (calculator), encoder, money counter, credit card terminal, and related office and banking equipment, or other equipment as directed.

The work environment characteristics described here are representative of those an employee encounters while performing the essential job functions of this job. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions.

Reasonable accommodations may be made to enable individuals with the disabilities to perform essential functions.

MENTAL DEMANDS

The incumbent in this position must be able to accommodate to reading documents or instruments, customer contact, reasoning, math, language, verbal communication, stress, multiple concurrent tasks, and interruptions.