Video Teller Agent-Bilingual Spanish-Part time, Rio Rancho, NM

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. Required Skills :

Proven results in exceeding goals in a customer-centric, results-driven environment.

Minimum of six months customer service experience in financial services, service industry, retail sales or a goal-oriented environment.

Thrive on engaging with customers; can begin a conversation, build rapport, and handle objections.

Ability to respond and assist customers with inquiries and/or problem resolution.

Ability to work effectively as a team member.

Strong communication skills (including verbal and non-verbal) and active listening skills.

Careful attention to detail and time management.

Comfortable asking customers about their financial needs, goals and objectives.

Proficiency in basic computer skills.

Comfortable with emerging technologies (e.g., virtual customer interactions).

Bilingual English/Spanish required (fluent verbal and written skills).

Desired Skills/Assets :

Previous banking/financial services/teller experience.

Ability to identify and mitigate potential fraud and other transaction risk.

Technology proficient - strong core technology skills, coupled with the ability to quickly learn and effectively use new technology.

Experience communicating via virtual technology (e.g., Skype, FaceTime, Video Conferencing).

Experience providing customer service in a virtual environment.