ITM Personal Banker

PURPOSE: Leveraging superior communication skills and banking knowledge, The ITM Personal Banker engages to provide financial solutions and advice to resolve issues and achieve their financial goals. This individual accurately processes various customer transactions via video -Interactive Teller Machine (ITM) during set extended hours banking hours. This employee responds to customer inquiries by promptly answering questions, resolving routine problems, and identifies relationship development opportunities and refers customers to appropriate personnel. Demonstrates a willingness to do more than is required or expected by embracing the Bank’s mission statement and core values.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• The ITM position combines elements of branch management and contact center duties. The individual may work within the Contact Center or at one of our office locations.
• As a member of the Contact Center Team, processes various customer transactions, resolves customer issues, and sells/ refers appropriate Banking products through video via the Interactive Teller Machine, by phone and in person.
• Maintains Interactive Teller Machines and ATMS including monitoring and responding to low cash levels, identifying mechanical issues with vendor serviced machines and coordinating service.
• Creating and monitoring SalesForce cases for ATM/ITM errors and following up with other departments for resolution.
• Manage ATM/Debit card issues including but not limited to pin resets, travel notifications, etc.
• Processing transactions inclusive of cash and/or checks, following banking policies and procedures, maintaining a cashbox and balancing work.

QUALIFICATIONS:

• High School diploma or equivalent
• Minimum of 1-year sales / customer service experience, retail banking environment preferred.
• High level of confidence and ability to communicate with a variety of customers and explain banking products in personal and on-screen.
• Experience will various banking, IRS and similar forms.

EFFORT:

• Able to meet strict deadlines.
• Work includes changing priorities for multiple, simultaneous projects.
• Must be able to remain in stationary sitting / standing position 75% of time.
• Will be sitting while performing computer data entry functions approximately 75% of shift.
• Position may involve climbing / crawling/ squatting / kneeling to place or move objects under desks or in closets as well as lifting coin bags up to 25 pounds.
• Must be able to travel to various bank locations as assigned as well as for meetings and training.
• Needs to be able to move about inside the office space to access file cabinets, office equipment, etc. May work in closets / confined storage areas.
• Essential to follow written and verbal directions. This role routinely uses standard office equipment such as computers, photocopiers, and scanners.
• Use of hands and fingers to handle/ operate a computer and other office machinery such as a calculator, copy machine, scanner, computer printer,
• Requires occasional/ moderate / frequent lifting/ carrying equipment/ boxes of up to 20 30 50 pounds within work area.
• Occasionally/ Moderate/ Frequently communicates verbally using telephone to exchange information.
• Specific vision abilities required by this job include close vision, distance visions, ability to adjust focus.
• Regular travel between the main office and branches, often with minimal notice (less than 1 hour).
• Position requires a valid driver’s license and good driving record.

WORK ENVIRONMENT:

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  Standard 40/ 50 -hour work week expected, though position may sometimes require early arrival, late departure, and Saturday / Sunday hours.

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  Office area is open space with cubicles as well as branch locations and closed office spaces.

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  Frequent distractions include overhearing coworker conversations, employees working through the area and similar interruptions.