ITM Teller (Live Video Teller) This position is responsible for providing high quality customer service and the operation of Interactive Teller Machines (Live Video Teller) during set extended hours (currently Mon- Fri 7 am to 7pm and Sat 8 am to 1pm). This includes, but is not limited to: assuming a teller role through video link with customers, completing transactions submitted through the ITM efficiently and accurately while maintaining a professional relationship with customers, resolving routine problems or referring customers to the appropriate sales/service personnel, all in conformance with established Bank policies and procedures. Supports, and adheres to, the Bank's regulatory compliance objectives.
Primary Accountabilities / Responsibilities:
Serves the customer in a professional, courteous, efficient manner through prompt handling of all Bank transactions by utilizing the Bank's software programs and website. Demonstrates exceptional customer service standards through education of the ITM's with both internal and external customers.
Works independently and utilizes effective problem solving skills to resolve issues.
Resolves complex and non-routine inquiries concerning bank policy and operating procedures; researches and solves customer's problems as time permits, referring more difficult situations to the branch staff or appropriate department.
Multitasks by working with multiple software programs concurrently to complete a transaction, while communicating with a customer.
Actively seeks cross-selling opportunities, selling new or additional products or services that meet customers' needs, and makes appropriate referrals to other bank areas.
Follows up on opportunities and inquiries from customers to further encourage a complete financial relationship.
Remains up to date and educated on products, services, marketing promotions, policies and procedures.
Performs end of day balancing according to procedures. Adheres to security, audit, and requirements.
Other Accountabilities / Responsibilities:
Serve as a second tier to the Bank's Contact Center as needed. Performs related and unrelated responsibilities as may be required.
Position Requirements:- High School diploma required; Associate's Degree in Business, Finance or related field, or comparable education and/or experience preferred.
- At least 1-2 years' experience in a financial institution or comparable experience in customer service.
- Excellent communication skills that transcend a video/electronic face to face customer environment. Must be comfortable with being on camera, as customers will see the Interactive Teller via video transmission from the Interactive Teller Machine.
- Knowledge of financial institution operations and procedures. Also, a working knowledge of laws and regulations pertaining to financial institution and the ability to interpret and understand laws and regulations.
- The ability to apply strong analytical skills in reviewing data received from business partners.
- The ability to work independently and collaboratively with internal business partners demonstrating a working knowledge of major business functions. Also, the ability to work with all levels of management and staff.
- Working knowledge of Windows, Microsoft Word, and Excel and multiple computer and software systems.
- Supervisory Scope: None
- Independent Action: Performs work within established guidelines and according to specific procedures. Refers problems to immediate supervisor.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Any physical demands or work conditions 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.
