Equal Opportunity Employer

Summary Description

Responsible for processing customer transactions received via the Interactive Teller Machine (ITM) accurately and efficiently in a fast-paced environment in accordance with established policies and procedures while delivering exceptional service to our customers. ITM transactions normally include basic frontline transactions and are enacted over video from an offsite location for the convenience of our customers in our drive-up lanes.

Essential Functions

• Assists customers using the Interactive Teller Machines (ITMs). Educates customers to make them comfortable and competent using the interactive technology
• Responsible for the efficient, accurate, confidential and professional performance of functions processed via the ITM, including, but not limited to, check cashing, deposits, withdrawals, account transfers and loan payments.
• Balances daily transactions and verifies cash totals. Investigates and resolves out-of-balance conditions. Balances customer transactions via multiple ITMs
• Consistently executes customer service standards to provide excellent customer service, resolve problems, and identify customers’ financial needs
• Displays a positive and professional attitude at all times
• Maintains current knowledge of bank products and services
• Seeks opportunities to refer to other lines of business to include mortgage, cash management, commercial and trust
• Completes all training within predetermined time limits
• Adheres to all bank regulatory, audit, and compliance policies and procedures
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job

Position Requirements

• Must be comfortable appearing on camera and capable of communicating effectively through this channel
• High school diploma or equivalent
• Minimum 6 months of previous front line experience required
• Experience in a call center or other customer service environment preferred
• Ability to multi-task and work seamlessly and efficiently across several different platforms simultaneously
• Displays professional dress and demeanor
• Personal computer proficiency
• Ability to work extended hours beyond the normal work day, including weekends and some holiday work. Department hours are 7:00 a.m. to 8:00 p.m., Monday through Friday, and 7:00 a.m. to 5:00 p.m. Saturday
• Typically the employee may sit to perform work; however, there may be some standing, walking, bending and lifting 5-10 lbs
• Work is generally performed indoor in environmentally-controlled conditions. Periodically work outdoors to support ITM hardware

Critical Skills / Expertise

• Excellent face-to-face communication and customer relations skills
• Knowledge of (or ability to learn) the bank’s operating systems, policies and procedures
• Strong attention to detail
• Ability to calmly handle stressful situations