Video Teller Operations Specialist

Bank Of America Jacksonville, FL 32256 2017-06-13
Job Description:
Transactions processed by the Video Teller Operations Specialist (VTOS) are predominantly exception transactions that require in-depth policy and procedure knowledge to handle more complex transactions and issues. Support the Video Teller Agents (VTAs) by using in-depth policy and procedure knowledge to answer policy/procedure questions, complete overrides and process exceptions. VTOS may perform VTA tasks based on service level/escalation needs. Coach the VTAs to process transactions accurately, efficiently, and in accordance with established policies and procedures. Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as exception transactions. Must have strong communication skills in a face to face customer environment and be comfortable being on camera. Agent must act as Bank of America's face to the customer and consistently exhibit a high level of employee and customer engagement to delight our customers. Build customer loyalty through courtesy and friendliness, including addressing each customer by name. Ensure day-to-day operational excellence of VTA transactions, including compliance with regulations and bank policies & procedures, and federal regulations. Contribute to a positive team environment in the contact center by modeling appropriate behaviors and providing 360-degree coaching. Demonstrate Bank of America core values in all actions. May be required to identify customers' financial needs, goals and objectives and recommend Bank of America products or solutions. May be required to work weekends and/or evening hours and regular, reliable attendance is critical .

Required skills:
Strong coaching and leadership skills
Must have strong communication skills in a face to face customer environment and be comfortable being on camera
Must be flexible and adaptable to change (may be required to work weekends and/or evening hours and regular, reliable attendance is critical)
Must act as Bank of America's face to the customer and consistently exhibit a high level of employee and customer engagement to delight our customers
Must demonstrate Bank of America core values in all actions
Ability to effectively manage multiple responsibilities and priorities
Demonstrated ability to contribute as a team member and individually, by modeling appropriate behaviors and providing 360-degree coaching

Desired skills:
Previous call center leadership/management experience
Proven record of sound decision making, balancing risk with customer/client needs and business goals

Shift: 1st shift (United States of America)

Hours Per Week: 40