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Retail Channel Representative
hace 1 mes
The Associate, Remote Network (Virtual Teller) provides exceptional, friendly, and dynamic service to customers through interactions that transcend a virtual/video face-to-face experience. This role works on-site based in Bayamon, PR.
Key Responsibilities:- Serves customers in a professional and exceptional, courteous, efficient manner through prompt handling of all teller functions.
- Performs regular teller's transactions through electronic/remote interactions in compliance with bank policies and procedures.
- Answers questions from prospects or customers and maintains excellent 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 knowledge of operating and security procedures in order to make on-the-spot transactions.
- Multi-tasks by working with multiple software programs concurrently to complete a transaction, and communicating with more than one customer concurrently.
- Identifies cross-selling opportunities, selling new or additional products or services that meet customers' needs, and makes appropriate referrals to other bank areas.
- Performs end-of-day balancing according to procedures.
- Adheres to security, audit, and compliance requirements.
- May act as a mentor/trainer to new Virtual Tellers.
- Communicates customer comments, issues, and requests to the appropriate branch/department.
- Clearly communicates the proper use of the Virtual Teller Station, handling customer's objections and anxiety to new technology.
- Promotes benefits of the technology and ensures a positive experience.
- Associate or bachelor's degree in business administration or related field required.
- One (1) year of customer service, call center, or sales experience required.
- Minimum education and experience required can be substituted with the equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities.
- Excellent customer service, interpersonal, problem-solving, and documentation skills required both verbally and written.
- Requires good telephone etiquette, listening, and communication skills.
- Understanding of banking or financial products and services preferred.
- Detail-oriented and able to manage multiple priorities required.
- Computer proficiency required. Knowledge of MS Office and other business applications preferred.
- Bilingual, English, and Spanish required.
- Availability to work any day of the week based on the established hours of operations, plus flexibility to work overtime according to business needs is required.
