Pittsfield, MA 24 North St

Division:              Retail Banking
Department:        MyTeller Virtual Center
Reports to:          Virtual Center Manager
Status:                 Non-exempt
Grade:                 5
Location:             24 North St, Pittsfield, MA
**Must be able to work flexible schedules/shifts, including weekends, to accommodate the extended operating hours and business needs of the Virtual Center**
The MyTeller provides quality service to customers using Interactive Teller Machine (ITM) technology within a virtual environment.  Provides exceptional, professional, and consistent service to meet customers’ financial transaction needs across the Bank’s footprint.   
Must be available to work flexible work schedules/shifts including weekends to accommodate the extended operating hours and business needs of the Virtual Center.
Key Accountabilities:
  • Processes an extensive variety of customer transactions including withdrawals, deposits, payments and other transactions based on customer needs and in accordance with Bank policy and procedures. Responsible for accurately balancing virtual transactions daily.  Follows through with all customer issues and provides ongoing assistance as needed.  25%
  • Greets every customer in a timely manner through the ITM, meeting established goals for service level agreements. Establishes rapport and build relationships through a virtual environment. Effectively handles multiple systems/platforms while making the customer interaction seamless. Introduces and positively promotes the Bank’s new technology-based products and services to customers to develop adoption and confidence when interacting Berkshire Bank in a virtual environment. 25%
  • Stays abreast of and demonstrates extensive knowledge of products and services offered, applicable laws/regulations, and policies and procedures.  Assists with trouble shooting and operations of ITM as needed. Works independently and effectively and maintains working knowledge of operating and security procedures in order to make appropriate processing decisions. Acts as significant deterrent for potential fraudulent activity and losses by observation of transactions and identification of potential fraudulent activity; follows customer authentication requirements. 25%
  • Serves the customer in a professional, courteous, efficient manner through prompt handling of all teller functions. Demonstrates exceptional customer service standards with both internal and external customers. Maintains professional image through appearance, communication and representation of the AMEB brand. Answers questions from prospects or customers and maintains excellent customer relations; directs customers to proper employees for answers to more complex problems and inquiries.  Identifies customer needs and offers new opportunities to customers by making appropriate referrals to deepen customer relationships. Cooperates with and assists other employees to ensure a "team effort" in providing prompt, courteous, and professional customer service.  25%
  • Ensures compliance with all banking laws, rules, regulations, and prescribed policies/practices/procedures necessary to reduce risk and uphold ethical standards related to and required by one’s duties.
  • High School diploma or equivalent required
  • Minimum 3 years’ experience in customer service field, banking preferred
Skills & Knowledge:
  • Working knowledge of Microsoft Office, Windows-based PC products and general office equipment
  • Ability to multitask: will be required to use 2-3 software programs concurrently to complete a transaction
  • Must be comfortable, professional and friendly on camera
  • Ability to master new applications
  • Strong organizational and time management skills
  • Proven problem solving and decision making ability
  • Strong interpersonal skills in a team environment a must
  • Proven communication & customer service skills
  • Ability to elicit customer needs with speed and composure
  • Ability to make educated, customer-focused decisions
Berkshire Bank is an Equal Opportunity Employer - all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.