Position Title: Video Bank Representative

Business Unit: Retail Operations

Reports to: Supervisor of Call Center

Position Overview:

The incumbent is primarily responsible for communicating with customers through Video Teller sessions and telephone. The incumbent researches and resolves issues or concerns related to Bank products or services to ensure complete customer satisfaction. The incumbent is familiar with various banking concepts, products, practices and procedures and performs various Teller and customer service tasks. The incumbent should have an outgoing, upbeat, camera friendly demeanor, a positive work ethic, and work well in a team environment.

Primary Responsibilities:

Provides timely courteous service to customers via the NCR Teller by processing payments, taking deposits, cashing checks, transferring funds, and balances daily transactions to the virtual cash drawer according to established procedures and defined authority.

Performs the functions necessary to complete customer requests such as preparing documents, researching problems, complaints, processing check orders, placing stop payments, providing payoffs, changing addresses, transferring funds and documenting client interactions when necessary.

Is responsible for performing maintenance including address changes, debit card requests, CD renewals, form requests, product changes, and fee refunds. Audits previous days maintenance ensuring accuracy.

Builds sustainable relationships by displaying empathy and the desire to help, acts as the liaison between the branch and customer through engagement and ownership of the situation.

Promotes bank products and services by identifying customer's needs through inbound calls and outbound calling efforts.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation's risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

High School or GED

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

0

Skills Required to Perform the Primary Responsibilities of this Position:

Ability to use a personal computer and job-related software

Excellent communication skills, both written and verbal

Excellent organizational, analytical and interpersonal skills

Excellent customer service skills

Ability to work and multi-task in a fast paced environment

Detail-oriented

MS Word - Basic Level

MS Excel - Basic Level

Critical thinking and problem solving

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A