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An agent's primary responsibility is to process customer transactions received via Video Teller Machines (VTMs) accurately and efficiently in a fast-paced environment in accordance with established policies and procedures. (VTA positions are located in contact centers, not in banking centers.) VTM transactions are predominantly routine and include basic teller transactions, e.g., cashing and depositing checks. Use computerized systems for customer authentication, information gathering/validation and processing business as usual, as well as exception transactions. Must have good communication skills in a face to face customer environment and be comfortable being on camera at all times, as customers will see the Video Teller Agent via video transmission from the VTM to the Video Teller Agent computer desktop. Agent must act as Bank of America's face to the customer and consistently seek to delight our customers by demonstrating G.U.E.S.T standards. Build customer loyalty through courtesy and friendliness, including addressing each customer by name. Ensure bank policies and procedures and regulatory requirements, such as Anti-Money Laundering and Bank Secrecy Act are adhered to. Contribute to a positive team environment in a contact center environment through 360-degree coaching. Demonstrate Bank of America core values in all actions. May be required to work weekends and/or evening hours and regular, reliable attendance is critical.Qualifications
Required Skills: Minimum of 1-2 years of customer service experience (financial or retail environment). Previous teller/banking experience preferred.