Virtual Teller

About the role

This is a full-time, onsite position that requires assigned shifts at a designated MoneyLine Contact Center location and banking center shifts for teller training, customer-facing experience, and continued skill development. Employees work onsite at a MoneyLine Contact Center and are also assigned face-to-face customer interaction shifts at one of our retail banking centers to maintain teller skills and customer-facing experience. Until the Virtual Teller business grows and ITM volume becomes more consistent, flexibility is required to support other contact center needs, including Personal Banker responsibilities for MoneyLine and/or Vio Bank, as well as providing onsite support as needed due to operational needs.

Responsibilities

• Assist customers through the ITM while providing a professional, welcoming, and customer-focused experience.
• Process customer transactions efficiently and accurately while following all bank policies, procedures, and regulatory requirements.
• Maintain and balance cash drawers in the banking center and ITM environment, as required.
• Handle inbound queue calls and assist new and existing customers with banking products, services, and account inquiries.
• Rotate between Virtual Teller duties and Personal Banker responsibilities for MoneyLine and/or Vio Bank based on business needs.
• Participate in ongoing banking center onsite training and customer-facing work to support skill development, teller readiness, and business needs.
• Provide professional, accurate, and courteous customer service through live video, telephone, and in-person interactions.
• Assist customers with routine banking transactions, account questions, product and service inquiries, and problem resolution.
• Operate Interactive Teller Machine technology and related banking systems to support real-time video-based customer transactions.
• Process financial transactions accurately, including deposits, withdrawals, transfers, payments, and other teller-related services, while following established procedures.
• Maintain the security, confidentiality, and accuracy of customer information and banking transactions.
• Balance cash drawers, reconcile transactions, and follow cash handling procedures when assigned to a banking center or ITM-related duties.
• Navigate multiple computer systems while communicating with customers and documenting information accurately.
• Identify customer needs and provide appropriate information or referrals for banking products and services.
• Follow all bank policies, procedures, compliance requirements, security protocols, and regulatory standards.
• Work assigned onsite shifts at the MoneyLine Contact Center and designated banking center locations, including rotating weekends and business-continuity assignments as needed.
• Maintain a professional appearance, tone, and presence during video-based, phone-based, and face-to-face customer interactions.
• Collaborate with team members, supervisors, banking center staff, and other departments to resolve customer needs and support daily operations.
• Participate in training and maintain the skills necessary to perform both Virtual Teller and Personal Banker responsibilities.
• Adapt to changing business needs, including rotating between contact center, virtual teller, and banking center support responsibilities.

Requirements

• Ability to work onsite in a MoneyLine Contact Center environment while providing phone-based and live video-based customer service.
• Ability and willingness to work assigned banking center onsite shifts for training, customer-facing experience, operational support, and ongoing skill development.
• Ability to work at different buildings or locations, including the Reno disaster recovery site, when required for business continuity or disaster recovery situations.
• Strong customer service skills, including the ability to handle escalated, detailed, and in-depth conversations professionally.
• PC skills with the ability to toggle between multiple systems, along with strong typing, computer, and 10-key skills.
• Outgoing, assertive, confident, and able to maintain an enthusiastic and professional presence on video and in person.
• Strong attention to detail, organizational skills, work ethic, integrity, and ability to contribute to a positive team environment.

Qualifications

• Previous experience in customer service, contact center, retail sales, or banking environment.
• Experience handling inbound queue calls, assisting customers through multiple systems, or supporting phone-based customer service.
• Experience supporting customers through video, digital banking, or other virtual service channels.
• Previous cash handling experience in a banking or retail environment, including balancing and reconciling a drawer and processing cash transactions.
• Knowledge of banking products, services, and procedures.
• Proficiency with Microsoft applications, including Word, Outlook, and Excel.
• Bilingual skills in fluent verbal and written Spanish are a plus; bilingual assessment required. If passed, an additional $2.00 per hour may apply.

Schedule

Required shift: 7:00 AM to 4:00 PM, Monday through Friday, with rotating weekends (Saturday and Sunday). Shift differentials are available for certain hours: $5.00/hour on Saturdays from 1:00 PM to 6:00 PM and Sundays from 12:00 PM to 4:00 PM.

Benefits

• Comprehensive compensation package including medical, dental, and vision insurance.
• Paid holidays and tuition reimbursement.
• 401(k) retirement plan.
• On-the-job training.
• Friendly business casual atmosphere.
• Eligible for a sign-on bonus of $750 (less applicable taxes).
• Eligible for anniversary bonuses after 1 year ($1,500) and 3 years ($5,000), less applicable taxes.