Video Customer Support (VCS) - On Site

📌 Core Information

🔹 Job Title: Video Customer Support (VCS) - On Site

🔹 Company: The Bank of New Glarus

🔹 Location: New Glarus, Wisconsin

🔹 Job Type: Full-time & Part-time

🔹 Category: Banking & Financial Services

🔹 Date Posted: July 29, 2025

🔹 Experience Level: Entry-level (0-2 years)

🔹 Remote Status: On-site

🚀 Job Overview

Key aspects of this role include:

• Acting as the bank's personal representative with customers via video interactions
• Building strong relationships with customers and providing exceptional service
• Handling teller functions and assisting customers with inquiries and transactions
• Working flexible hours, including extended operating hours and weekends

ASSUMPTION: This role requires strong communication skills, adaptability, and the ability to work independently in a fast-paced environment.

📋 Key Responsibilities

✅ Serve customers professionally and courteously through video interactions, handling all teller functions and demonstrating the bank's customer service standards

✅ Accept and handle incoming calls for all bank branches, assisting customers and directing them to appropriate employees for more complex problems

✅ Answer customer questions, maintain good customer relations, and make appropriate referrals to other bank areas

✅ Work independently, utilizing effective problem-solving skills to resolve issues and make on-the-spot decisions

✅ Process detailed and complex deposit, IRA, and loan/lease payments, and correct transactions as needed

✅ Utilize the bank's on-line systems and website to facilitate customers' transactions

✅ Identify cross-selling opportunities and make appropriate referrals to other bank areas

✅ Prepare necessary disclosures in accordance with regulatory requirements

✅ Help promote a culture of regulatory compliance and safe and sound financial practices

✅ Know and strictly follow all security, compliance, regulatory, internal control procedures, policies, and laws

✅ Be aware of and support the bank's efforts in meeting the Community Reinvestment Act (CRA)

ASSUMPTION: This role involves a high degree of customer interaction and problem-solving, requiring strong communication skills and the ability to multitask.

🎯 Required Qualifications

Education: High school diploma/GED or equivalent

Experience: 0-2 years of related experience or training preferred

Required Skills:

• Effective verbal and written communication skills, including listening skills
• Ability to function within an environment of potential distractions and interruptions
• Excellent understanding of the bank's on-line system, products, services, and website
• Good business judgment when waiving fees within established bank guidelines
• Proficient skills with Microsoft Programs and Software
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to solve practical problems and deal with a variety of concrete variables and situations
• 10-key calculator, keyboarding, knowledge of personal computer and wide array of software applications
• High standard of ethics with demonstrated ability to build and maintain discretion and confidentiality

Preferred Skills:

• Previous customer service or banking experience
• Bilingual or multilingual skills

ASSUMPTION: While a high school diploma or equivalent is required, previous customer service or banking experience would be beneficial for success in this role.

💰 Compensation & Benefits

Salary Range: $30,000 - $35,000 per year (based on industry standards for entry-level banking positions in Wisconsin)

Benefits:

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off (vacation, sick, and holidays)
• Employee assistance program
• Tuition reimbursement
• Employee discounts on bank products and services

Working Hours: Flexible hours, including extended operating hours and weekends. Normal full-time hours would be Monday-Friday with alternating Saturdays depending on staffing.

ASSUMPTION: The salary range provided is an estimate based on industry standards for entry-level banking positions in Wisconsin. Actual salary may vary based on experience and performance.

📌 Applicant Insights

🔍 Company Context

Industry: Banking & Financial Services

Company Size: 51-200 employees

Founded: 1893

Company Description:

• Headquartered in New Glarus, Wisconsin, with branch offices located in New Glarus, Belleville, Brodhead, Darlington, Gratiot, Juda, Monroe, and a loan production office located in Madison
• Offers a full range of financial products and services to its customers, including personal banking, business banking, and wealth management
• Member FDIC and Equal Housing Lender

Company Specialties:

• Mortgage Lending
• Commercial Lending
• Agricultural Lending
• Consumer Lending
• Retirement Planning
• Asset Management
• Personal Deposit Services
• Commercial Deposit Services
• Community Banking

Company Website: https://thebankofnewglarus.bank/

ASSUMPTION: The Bank of New Glarus is a community-focused financial institution that offers a range of banking services to its customers. This role provides an opportunity to work in a customer-facing position within the banking industry.

📊 Role Analysis

Career Level: Entry-level

Reporting Structure: This role does not have supervisory responsibilities

Work Arrangement: On-site, with flexible hours including extended operating hours and weekends

Growth Opportunities:

• Gain experience in customer service and banking operations
• Develop problem-solving and communication skills
• Potential for career advancement within the bank

ASSUMPTION: This role offers an opportunity for entry-level candidates to gain experience in the banking industry and develop transferable skills.

🌍 Location & Work Environment

Office Type: On-site, with multiple branch locations

Office Location(s): New Glarus, Belleville, Brodhead, Darlington, Gratiot, Juda, Monroe, and Madison

Geographic Context:

• New Glarus is a small city in southern Wisconsin, with a population of approximately 2,500 people
• The area offers a mix of rural and urban environments, with easy access to larger cities like Madison and Milwaukee
• The region is known for its agriculture, tourism, and outdoor recreation opportunities

Work Schedule: Flexible hours, including extended operating hours and weekends. Normal full-time hours would be Monday-Friday with alternating Saturdays depending on staffing.

ASSUMPTION: The on-site work environment for this role is customer-facing and fast-paced, with a focus on providing exceptional service to bank customers.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Phone or video screening
• In-person or video interview with the hiring manager
• Background check and reference check
• Job offer

Key Assessment Areas:

• Communication skills
• Problem-solving abilities
• Customer service orientation
• Adaptability and flexibility

Application Tips:

• Highlight any previous customer service or banking experience in your resume
• Tailor your cover letter to demonstrate your interest in banking and customer service
• Prepare examples of how you have handled difficult customers or solved complex problems in the past

ATS Keywords: Customer service, banking, communication, problem-solving, teller, transactions, video interaction, flexible hours

ASSUMPTION: The application process for this role is typical for the banking industry, with a focus on assessing communication skills and customer service orientation.

🛠️ Tools & Technologies

• Interactive Teller Machines (ITMs)
• Bank's on-line systems and website
• Microsoft Programs and Software
• 10-key calculator

ASSUMPTION: This role requires proficiency in using the bank's on-line systems and website, as well as Microsoft Programs and Software. Familiarity with Interactive Teller Machines (ITMs) is also beneficial.

👔 Cultural Fit Considerations

Company Values:

• Customer-focused
• Integrity
• Community involvement
• Excellence
• Teamwork

Work Style:

• Customer-centric
• Adaptable and flexible
• Team-oriented
• Results-driven

Self-Assessment Questions:

• Do you enjoy working with customers and providing exceptional service?
• Are you comfortable working in a fast-paced, customer-facing environment?
• Do you have strong communication skills and the ability to multitask?

ASSUMPTION: The Bank of New Glarus values a customer-focused, team-oriented work environment. Candidates who are adaptable, customer-centric, and results-driven are likely to be a good fit for this role.

⚠️ Potential Challenges

• Handling difficult or upset customers
• Managing multiple tasks and priorities simultaneously
• Working flexible hours, including extended operating hours and weekends
• Adapting to a fast-paced, customer-facing work environment

ASSUMPTION: This role may present challenges related to customer interactions, multitasking, and working flexible hours. Successful candidates will be able to manage these challenges effectively.

📈 Similar Roles Comparison

• This role is similar to a traditional teller position, but with a focus on video interactions and extended operating hours
• Banking industry experience is beneficial but not required for this role
• This role offers an opportunity for career advancement within the banking industry

ASSUMPTION: This role is similar to a traditional teller position, but with a focus on video interactions and extended operating hours. Previous banking industry experience is beneficial but not required.

📝 Sample Projects

• Handling a complex customer transaction via video interaction
• Resolving a customer complaint or dispute
• Identifying cross-selling opportunities and making appropriate referrals to other bank areas

ASSUMPTION: These sample projects demonstrate the types of tasks and responsibilities that may be encountered in this role, with a focus on customer service, problem-solving, and cross-selling opportunities.

❓ Key Questions to Ask During Interview

• What are the most challenging aspects of this role, and how can I best prepare for them?
• How does this role fit into the overall organization and contribute to the bank's mission?
• What opportunities are there for growth and advancement within the bank?
• How does the bank support work-life balance for employees working flexible hours?
• What are the most important qualities and skills for success in this role?

ASSUMPTION: These interview questions are designed to help candidates better understand the role, the organization, and the opportunities for growth and development.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Tailor your resume to highlight your customer service and banking experience, as well as your communication and problem-solving skills
• Write a cover letter that demonstrates your interest in banking and customer service, and explains how your skills and experience make you a strong fit for this role
• Prepare examples of how you have handled difficult customers or solved complex problems in the past
• Follow up with the hiring manager one week after submitting your application to inquire about the status of your application

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.