Job Description

The Client First Center is seeking a Video Banking Agent to support customers of a local bank through live, inbound video banking sessions. This role serves as a virtual extension of the branch, delivering a professional, high‑quality banking experience while assisting customers with everyday personal banking needs.

As a Video Banking Agent, you will engage with customers face‑to‑face via secure video technology, helping them navigate transactions, resolve questions, and complete banking activities efficiently. Agents can expect to manage up to approximately 30 inbound video interactions per day in a fast‑paced, customer‑focused environment.

What You’ll Do

• Handle inbound video banking sessions supporting customers of a local financial institution
• Serve as a virtual personal banker, providing a polished and professional on‑camera experience
• Assist customers with personal banking services, including:
• Checking and savings accounts
• Account transactions and maintenance
• Loan payments
• Check inquiries and general account questions
• Respond to customer questions regarding bank products, services, policies, and procedures
• Research and resolve customer issues using internal banking systems and support tools
• Accurately process account transactions while ensuring compliance with bank guidelines
• Aim to resolve customer needs during the first interaction whenever possible
• Identify and address technical or processing issues during video sessions, escalating when appropriate
• Escalate complex requests requiring additional expertise in accordance with team procedures
• Collaborate with internal partners to support efficient system usage and a positive customer experience

Required Skills and Experience

• 1–3 years of recent experience (within the last 1–2 years) in customer service or a professional office environment
• Previous client‑facing banking experience preferred (branch, call center, or virtual/video banking)
• Proven ability to consistently manage 25–30 inbound calls or video interactions per day
• Strong verbal communication skills with clear grammar and a professional, customer‑friendly tone
• High level of professionalism, particularly in video‑based, customer‑facing interactions
• Comfortable working across multiple systems while engaging customers in real time

Nice to Have Skills and Experience

• Familiarity with personal banking products and services
• Bachelor’s degree in a related field
• Experience working in professional business or administrative environments
• Bilingual in Spanish and English

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