Transactions processed by the Video Operations Specialist are predominantly exception transactions that require in-depth policy and procedure knowledge to handle more complex transactions and issues. Review and decision escalated or more complex transactions and exceptions. VOS may perform Video Agent tasks based on service level/escalation needs. May coach the Video Agents to process transactions accurately, efficiently, and in accordance with established policies and procedures. Use computerized systems for customer authentication, information gathering /validation and processing business as usual, as well as exception transactions. Must have strong communication skills in a virtual face to face customer environment and be comfortable being on camera. Agent must act as Bank of America’s face to the customer Ensure day-to-day operational excellence of transactions, including compliance with regulations and bank policies & procedures. Ensure compliance with federal regulations including, but not limited to, USA PATRIOT Act, Anti-Money Laundering and Bank Secrecy Act. Contribute to a positive team environment in the contact center by modeling appropriate behaviors and providing 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.
Candidate must be fluent in Spanish, and easily and confidently handle all informal and some formal verbal exchanges
Previous banking/financial services/teller experience/customer service, minimum two years.
Minimum one year coaching experience within past 3 years and demonstrated leadership qualities.
Extensive experience in assisting customer transaction needs and objectives.
Ability to identify and mitigate potential fraud and other transaction risk.
Ability to respond and assist customers with inquiries, problem resolution .
Technology proficiencies - strong core computer skills, coupled with the ability to quickly learn and effectively utilize new technology.
Comfortable with emerging technologies e.g. virtual customer interactions
Strong oral and written communication skills.
Heightened attention to detail
Call center operations experience
Banking Center Teller Operations Specialist
Bilingual (fluent verbal and written skills).
Bank of America - 18 months ago
Bank of America Corporation is a bank holding company. Through its banking subsidiaries (the Banks) and various non-banking subsidiaries...