Bilingual Video Banker Solution Specialist

About the role

Welcome to PeoplesBank! We are the largest mutually chartered bank in Western Mass and Northern Connecticut, committed to green values, sustainable energy financing, and charitable giving. Our award-winning culture has earned us recognition as the Best Place to Work and Best Local Bank. Join our team of dedicated and innovative individuals and be a part of our dynamic, successful organization.

Responsibilities

• Facilitate routine transactions (e.g., cashing checks, deposits/withdrawals, transfers, loan payments) via virtual technology.
• Accept video transaction sessions and respond to customer requests.
• Manage incoming calls and online banking requests, resolving queries as needed.
• Maintain strong knowledge of bank products, services, procedures, and fees.
• Aid customers with inquiries and escalate issues when necessary.
• Complete required forms and perform account maintenance procedures.
• Handle written correspondence with customers accurately and timely.
• Protect privacy and customer confidentiality.
• Perform transactions using Video Banking technology within established limits.
• Complete yearly compliance training and adhere to regulations.
• Act as an intermediary for departments without customer contact.
• Follow up with customer inquiries via letters, brochures, and emails.
• Direct calls to appropriate bank departments and associates.
• Other duties as required.

Requirements

• High School diploma
• Minimum 1 year of experience with customer service and handling difficult situations
• Experience in a call center and/or banking is highly desired

Qualifications

• Excellent communication skills, including active listening
• Detail-oriented and able to assist customers through the ITM process
• Ability to analyze and resolve customer inquiries
• Professional appearance and behavior, comfortable on camera
• Flexibility to work weekends and evenings
• Strong time management skills and ability to work independently and as a team
• Quick learner of evolving technologies to service customers
• Ability to communicate effectively in Spanish
• Proficient with MS 365 and various electronic delivery channels
• Knowledge of internet, mobile banking, and other technologies

Skills

• Excellent communication skills, including active listening
• Detail-oriented and able to assist customers through the ITM process
• Ability to analyze and resolve customer inquiries
• Professional appearance and behavior, comfortable on camera
• Flexibility to work weekends and evenings
• Strong time management skills and ability to work independently and as a team
• Quick learner of evolving technologies to service customers
• Ability to communicate effectively in Spanish
• Proficient with MS 365 and various electronic delivery channels
• Knowledge of internet, mobile banking, and other technologies

Benefits

We offer excellent compensation, workplace flexibility, and a competitive benefits package to our associates.

Pay

Details about pay are not specified in the job posting.

Schedule

The role is onsite at our corporate headquarters in Holyoke, MA. Flexibility to work weekends and evenings is required.