Lead ITM Specialist

Location: Montrose

ITM Specialist Lead Non-Exempt – Grade Level 3

Equal Employment Opportunity Corporate Values & Mission“Provide superior service, quality advice and show our utmost respect to everyone we meet.”General Summary The ITM Specialist Lead handles all phases of financial transactions through the Interactive Video Teller Machine Channel while consistently providing superior service customers. They support all ITM center staff with transaction overrides, cash servicing and technical support to trouble shoot issues in partnership with internal departments and key vendors.

Reports To:

ITM Center Manager

Essential Duties and Responsibilities Train New and Cross Trained ITM Specialist on all aspects of the ITM Position Enhance/Improve the ITM Training Program Go-to person for ITM center staff supportITM Specialists assist customers over an Interactive Video Teller Machine with account transactions and general account maintenance.

Coach and provide training to personnel to maintain high customer service standards.

Train ITM Center Representatives to achieve individual goals and develop digital service knowledge

Be a Subject Matter Expert (SME) in using and administering the bank’s digital products.

Follow all bank control, process, procedure, policy and audit requirements regarding both customer transactions and branch/ITM Center Operations.

Participate in training and other learning opportunities

Additional responsibilities as  familiar with and comply with the provisions of the Bank Secrecy Act and USA PATRIOT Act as they relate to the functions of this position. Complete all required reports related to those acts and reports any observed violations or potential violations of those acts to a supervisor or other appropriate bank  familiar with and comply with all federal and state banking regulations as applicable.

Qualifications To perform this job successfully, an Individual in this position must be able to perform each of the above essential duties satisfactorily and exhibit the values of the Company. In addition, the requirements listed below are representative of the knowledge, skill and/or ability required.

Experience and/or Education High School Diploma or GED Minimum of two (2) to three (3) years of Call Center experience

Minimum of six (6) to eight (8) months as Digital Services Specialist Strong comfort with technology, specifically web and mobile platforms

Excellent Customer Service skills, including active listening and the ability to speak clearly with a service mindset, and be able to solve complex problems and take ownership until resolved

Ability to work in a very busy environment while maintaining and participating in a fun atmosphere

Licenses & Designations Choice One ’s Digital Services Certification Competencies Leadership  – Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others.

Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzed information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.

Ethics – Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and ethically; upholds organizational values.

Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills;…