Position Summary:
The Interactive Teller (ITM) Specialist is responsible for complete knowledge of procedures, policy and products as it relates to the interactive banking function. Knowledge of interactive teller machine functions and basic protocol is essential. This position will support internal and external customers in executing this new strategy to bank access. With this position interacting with staff, customers, and other stakeholders (such as vendors), a positive attitude, friendly personality, and time management/organizational skills are important. While this will be considered a Contact Center position, this ultimately serves as a hybrid position to align goals and intersect strategies in the Contact Center. Hours would be Monday-Friday 8am-5pm with one hour lunch.
Duties and Responsibilities:
The Interactive Teller Specialist’s primary responsibility is to lead the bank’s interactive banking function, which includes:
Performing interactive teller (ITM) duties (processing transactions)
Primary point of contact for customers during active transaction times
Technical expert on the interactive banking equipment and software
Primary resource for bank staff questions regarding ITM functions and capabilities, enhancements, etc.
Assist in other staff development in learning interactive banking functions as necessary
Well-rounded knowledge of bank products and services, in order to effectively communicate options to customers
Maintain expert knowledge of bank products/services/systems used by customers.
Maintain expert knowledge of bank programs/software to support all forms of customer contact.
Assisting customers with a variety of service and product needs including:
Providing account information
Deposit/withdrawal history
Loan payment amounts
Update customer information
General bank knowledge
Product knowledge and deposit rates
Online and mobile banking
Other electronic means of customer engagement
Promote the use of products/services (such as but not limited to mobile banking, phone banking, ITM’s, etc.)
Keep accurate all records of conversations with customers.
Perform other duties as required to fulfill the responsibilities of the position and provide backup support for all functional areas.
Follow procedures and policies that ensure compliance with not only Bank policies and procedures, but also all applicable federal and state banking regulatory agency policies.
Comply with bank standards for attendance and hours of work.
Perform all other duties as assigned.
Qualifications
Education/Experience:
High school diploma or equivalent.
Banking experience preferred, in a related area: deposit operations, teller, and/or electronic banking services
Skills and Abilities:
Adaptability:
Able to adjust quickly to different work situations; remain composed under pressure and in stressful situations.
Attention to Detail:
Regard for important details to assure accuracy in every transaction performed; detect errors; follow through on corrections and details.
Change Management:
Must embrace change and see change as opportunity. Must be willing to express and support management's ideas to affected staff.
Customer Orientation:
Respond sensitively to the needs and priorities of the customer; recognize and take appropriate action to meet their needs; establish an effective working relationship with customers to gain their respect and loyalty.
Oral/Written Communication:
The ability to express thoughts and ideas in a clear and concise manner, both orally and in written form to a variety of audiences and to all levels of staff.
Professionalism:
Project a positive image of the bank to all internal and external customers.
Time Management:
Ability to effectively manage one’s time to complete work according to established deadlines. The ability to prioritize tasks to make the best use of time for high priority tasks.
Team Player:
Must view oneself as part of an overall team. This includes supporting others throughout the entire bank to achieve the overall goals of the bank.
Other Qualifications:
Knowledge of basic accounting and banking functions.
Basic computer knowledge along with keyboard, calculator, and other general office equipment.
Good mathematical skills
Working Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Travel:
Valid driver’s license required for travel to Bank offices, training sessions, customer meetings, Bank and community meetings, etc.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.