Pay is based on a number of factors including the successful candidate’s job-related knowledge and skills, qualifications, and prior experience. Arvest offers a comprehensive suite of benefits, including a full range of health and life, financial, and wellness benefits. For more information about benefits, please visit www.arvest.com/careers/benefits. Position requires flexibility Monday through Friday 9:30 am to 6:30 pm with rotating Saturdays 8:00 am to 5:00 pm.
Location: 2950 S Elm Place, Broken Arrow, OK or 921 W Monroe, Lowell, AR.
Bilingual English/Spanish required.
Summary: Video Banking Specialist
Job Summary
The Video Banking Specialist delivers world-class customer service via Interactive Teller Machines (ITMs) across a four-state region. Operating in a fast-paced, high-volume environment, the Video Banking Specialist will greet customers, assist with new technology, accurately process transactions, resolve inquiries, and identify referral opportunities to strengthen Arvest relationships.
Responsibilities
● Engage customers with a warm, inviting tone and smile while simultaneously processing deposits, cash disbursements, payments, and transfers via video. Guide customers through self-service options and demonstrate a strong understanding of Arvest Bank's products and processes. Act as a Subject Matter Expert on ITMs and actively promote digital channels, educating customers on their ease of use.
● Process a wide range of remote transactions, monitor deposit amounts, and meticulously examine documents. Work with multiple software programs (teller and virtual) concurrently to complete a transaction efficiently and accurately. Perform end-of-day balancing and resolve discrepancies by balancing transactions for multiple ITM locations, reconciling teller and virtual systems, and researching/resolving out-of-balance issues.
● Promote positive, professional customer relationships by safeguarding customer privacy and efficiently resolving customer requests with integrity and enthusiasm.
● Foster a teamwork mentality by effectively communicating and collaborating across internal departments in person, via chat, or video call to ensure consistent service standards.
● Identify and escalate complex and non-routine inquiries concerning bank policy and operating procedures to the Video Banking Senior Specialist. Provide follow-up to the customer, as appropriate.
● Monitor ITM machines to ensure they are functioning properly and alert management of operational issues. Assist systems support associates and vendors in resolving any issues related to the physical ITM and associated software.
● Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.
● Other duties and special projects may be assigned.
Responsibilities: Responsibilities
● Engage customers with a warm, inviting tone and smile while simultaneously processing deposits, cash disbursements, payments, and transfers via video. Guide customers through self-service options and demonstrate a strong understanding of Arvest Bank's products and processes. Act as a Subject Matter Expert on ITMs and actively promote digital channels, educating customers on their ease of use.
● Process a wide range of remote transactions, monitor deposit amounts, and meticulously examine documents. Work with multiple software programs (teller and virtual) concurrently to complete a transaction efficiently and accurately. Perform end-of-day balancing and resolve discrepancies by balancing transactions for multiple ITM locations, reconciling teller and virtual systems, and researching/resolving out-of-balance issues.
● Promote positive, professional customer relationships by safeguarding customer privacy and efficiently resolving customer requests with integrity and enthusiasm.
● Foster a teamwork mentality by effectively communicating and collaborating across internal departments in person, via chat, or video call to ensure consistent service standards.
● Identify and escalate complex and non-routine inquiries concerning bank policy and operating procedures to the Video Banking Senior Specialist. Provide follow-up to the customer, as appropriate.
● Monitor ITM machines to ensure they are functioning properly and alert management of operational issues. Assist systems support associates and vendors in resolving any issues related to the physical ITM and associated software.
● Understand and comply with bank policies, laws, regulations, and the bank's BSA/AML Program, as applicable to job duties. This includes, but is not limited to, completing compliance training, adhering to internal procedures and controls, reporting any known violations of compliance policies, laws, or regulations, and reporting any suspicious customer and/or account activity.
● Other duties and special projects may be assigned.
Experience
● Required: 1 year of customer service experience
● Preferred: ITM, teller, banking, or other financial service provider experience
● Exceptional communication and interpersonal skills, ensuring a welcoming environment for associates and customers.
● Ability to learn and apply new technologies, processes, and procedures in a timely manner and seamlessly operate multiple computer software systems simultaneously.
● Excellent organizational skills and attention to detail, with the ability to function effectively under stress while managing multiple tasks, shifting priorities, and deadlines.
● Ability to proficiently operate standard office equipment (e.g., telephones, scanners, copiers) and various software applications and systems, including strong keyboarding skills.
● Maintain a professional demeanor, appearance and work environment in continuous customer interactions. This includes having an organized workstation with appropriate backgrounds.
● Relevant military experience is considered for veterans and transitioning service members.
Education
● Required: High school Diploma or General Education Development (GED) certificate.
Working Conditions
● Incumbents must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.
● Must be able to start work on time, maintain regular work attendance, be physically present at the assigned work location, and occasionally work overtime or outside of regular business hours.
● This job typically requires an individual to be able to observe details (including the ability to perceive color and the ability to identify clear near and far objects), to communicate and exchange accurate information. It may occasionally require the individual to physically move, remain in a stationary position, and position themselves to reach for objects.
● Must be able to operate standard office equipment and use office applications for communication, information and document transmission, and content, document, and report creation.
● The essential duties of this job occasionally require the associate to lift and/or move up to 25 pounds.
● Ability to travel overnight, unaccompanied, within the United States via automobile and air is required, on occasion.
● The noise level in the work environment is typically low to moderate.
Grade 10
Pay Range: $15.80 - $19.70 per hour
Family-owned bank group with over 270 locations. One of the largest banks in Arkansas with deep community roots.