Virtual Teller

Virtual Teller

Burke & Herbert Bank & Trust Virtual Teller Classification : Non-exempt Reports To : Director of Client Care Services

Job Description Summary / Objective Provides prompt and superior customer service during the client interaction. Enhances the client's experience through video transmission, using multiple software programs from our centralized Virtual Teller Center. Will support and demonstrate Service Beyond Expectations Begins With Me service standards.

Essential Functions

• Must be able and willing to work flexible work shifts to accommodate the extended operating hours and business needs of the Virtual Teller Center. Range of hours worked will include 7 : 20 a.m. to 6 : 40 p.m. Monday through Friday and 7 : 40 a.m. to 2 : 10 p.m. on Saturdays.
• Promptly performs routine banking transactions such as deposits, checks, payments, and correcting transactions.
• Assists clients in many aspects of their accounts directly and indirectly through referrals including account inquiries, products, and services, online and mobile technology and marketing campaigns.
• Clearly communicates the proper use of the interactive teller machine, handling client anxiety to new technology and their questions and objections.
• Promotes the benefits of technology and ensures a positive experience.
• Effectively uses position authority in order to make on-the-spot decisions including exceptions, providing solutions, adjustments and overrides.
• Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and resolves client issues / questions / concerns as time permits, referring more complicated and timely situations to the branch staff and / or appropriate department.
• Performs end of day balancing according to procedures.
• Follows operational procedures including bank security in order to protect client and bank assets.
• Meets or exceeds minimum personal referral goals and contributes to Virtual Teller Center goals.
• Accurately completes information on systems and forms to mitigate exposure while ensuring service delivery and quality.
• Will make our promise of Service Beyond Expectations Begins With Me real and believable by following our defined principles.

Other Duties

Skills / Abilities

Supervisory Responsibility This position does not have supervisory responsibilities.

Work Environment This job operates in an office setting, the opportunity to telework is not available.

Physical Demands This position requires manual dexterity, the ability to lift files and open cabinets. This position requires bending, stooping or standing as necessary.

Travel Travel is not currently required for this position.

Education and Experience High School Diploma or equivalent. Prior retail banking experience preferred. Prior customer service experience preferred.

Equal Employment Opportunity / M / F / disability / protected veteran status Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. This employer is an equal opportunity / affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.