As a Solutions Center Specialist (Virtual Teller) you will be responsible for the day to day customer service and operations for the teller role delivered through the Interactive Teller Machine (ITM)—the ITM provides live video technology and is available at various branches and offsite locations in the Bank’s network. As a Solutions Center Specialist (Virtual Teller) you will provide high quality customer service though a complete range of services including cashing and depositing checks, account servicing and maintenance, and explaining available products that may meet the needs of the customer. You will build relationships with customers through live video and will identify relationship building opportunities including recommending new accounts and products including identifying opportunities for cross-selling of other deposit product and loan opportunities.
Provide teller assistance to customers and enhance their interactive banking experience via live video technology.
Facilitate ITM banking for customers by providing step-by-step guidance through the ITM channel. Educate customers on the use of ITMs and provide technical support while utilizing the video banking technology.
Follow established customer service guidelines with each customer and consistently present a professional image while conveying a positive banking and customer service experience utilizing live video technology to ensure customers receive Service Beyond Expectations.
Establish rapport and build relationships with customers.
Assist customers with all routine teller machine transactions including but not limited to cash and check deposits, cash withdrawals, transfers, loan payments, and account balance inquiries.
Identify banking and service needs through initiating conversations with all customers and perform general service, resolve issue, or refer customers to a branch or other bank department for follow-up and resolution, if needed.
Assist customers with internet banking, researching and assisting with debit card issues, and performing other various customer and account maintenance.
May recommend other bank products and/or services to meet the customer’s needs, or schedule follow-up referrals by other bankers.
Use a computerized system for customer verification, gathering relevant information to complete the transaction, validating information and processing transactions, such as, deposits, withdrawals, transfers, payments, and check cashing.
Perform end of day balancing according to procedures.
Collaborate with other members of the retail banking team to increase sales and enhance the overall ITM customer experience.
Take complete ownership of every interaction whether it requires a call back, extended research, or assistance from other departments.
Work with multiple software programs to complete transactions, and communicates with more than one member simultaneously.
Represent the company in a courteous and professional manner.
Understand and utilize alternative delivery channels. Educate customers and offer other channels to meet customers’ constantly changing banking needs.
Maintain current knowledge of and follow all bank policies and procedures ensuring compliance with all security, audit, and compliance requirements while also ensuring protection of customer confidentiality and privacy.
Maintain current knowledge of all bank products, services, and delivery methods.
Other projects and duties as assigned
High School diploma, general education degree (GED), or equivalent education required.
Must have at least 1 - 2 years of customer service and/or sales experience.
Excellent customer service and interpersonal skills demonstrated through live video feed interaction.
Effective verbal, written and interpersonal communication skills.
Requires maintaining professional appearance and being comfortable, professional, and friendly on camera via live video feed with customers.
Ability to establish a rapport and build relationships through a virtual environment.
Ability to maintain working knowledge of the Bank’s products, services, policies and procedures.
Ability to maintain understanding of and compliance with banking laws and regulations.
Excellent PC skills, including word processing and spreadsheets via Microsoft Office products as well as the ability to learn and use custom applications and systems. Must have proficiency with 10 key touch.
Ability to multi-task while maintaining attention to detail and operating multiple computer programs to ensure transaction integrity.
Bi-lingual fluent in both English and Spanish a plus (not required).
Must be able to work a rotating schedule based on the department’s hours of operation which includes extended hours and weekends.
At PlainsCapital Bank, we’ve always had a trailblazing spirit. PlainsCapital Bank was founded in 1988 by current Chairman Alan B. White and a group of young bankers who dreamed of bringing relationship banking to their hometown of Lubbock, Texas. With the acquisition of Plains National Bank, a Lubbock financial institution with one branch and $198.8 million, they began growing the bank one relationship at a time.
Today, PlainsCapital Bank is one of the largest banks in Texas based on deposit market share. We have a statewide presence with more than 60 locations in all major Texas markets. We are a strong and stable financial institution and a trusted community partner. We take pride in helping our customers blaze trails of their own, whether launching or expanding a business, raising a family, or moving into retirement. Our diverse range of services includes commercial banking, treasury management, private banking, and wealth management, as well as consumer banking.